Customer experience is about the interaction of the individual with a product or brand and how this experience meets their expectations. The software customer experience is all about the interaction of the user with the software from the moment of installation to using it. If the customer’s experience of the software is poor, the user will uninstall the software or simply not use it – and certainly not renew the license or upgrade. Below are the most common software design mistakes to avoid if you want your product to be successful:

1.      Design Over Usability

Whether it is an app or software package, do not prioritise aesthetics over usability. Beauty can only take you so far. A beautiful car that drives poorly rarely sells well on looks alone. You might be impressed by the aesthetics of the software or app design and think that others will love it. However, users are less concerned about the appearance of the app or software than usability. The best software interface designs give customers the tools they need to ensure they can do what they have to do in the easiest and most convenient way possible. This is done by finding solutions through user experience research and it means you need to focus on simple, easy-to-understand, and easy-to-use tools.

2.      Too Many Features Without Validation

The creative mind is amazing. Once it gets going, the ideas emerge one after the other. The problem is that you might be caught up in the moment and include every possible feature that comes to mind. Though great on paper, having too many features can cripple your software. Since the design must be about the best possible customer experience, your focus should be on including only the necessary features. Every feature must be validated and the best way is to include validation in every step of the design process. User experience testing is essential, since any unused features must be removed. Remove the clutter and you will have a more usable product.

3.      Meeting Wants Instead of Needs

You have to drink water, eat and sleep. These are needs, but what you want may differ. You may want to stay up all night, but your body needs sleep. This is the difference between wants and needs. You need to listen to the wants of users, but more so to their needs. Striking the perfect balance is important. Find the customer’s real motivation for buying your software and you will have a better understanding of what needs to be included in the design.

Finally, whatever you do, avoid putting software on the market without first conducting user experience testing. Talk to us about that today.


By Isebell Gauche