Techssocial | The whole world is adopting mobile technology at a never-before rate. Therefore, a customer’s journey doesn’t begin on an offline store but an online store.
According to 2019 data released on Statistica, more than 40 million American users are mobile internet users, which is one-third of the total internet users in the country.
This fact clearly indicates that utilizing the best UX(user-experience) and CX(customer-experience) trends will help business leaders, marketers, and UI/UX designers to succeed in a highly competitive market.
If you are an entrepreneur or owning a small or medium scale business, you can also hire UI/UX designers from a professional UI/UX design agency, they will design the best product following all the best CX & UX design principles. Apart from this, you can also implement all the given practices shared here while designing a product on your own.
So here, we will provide the list of CX and UX trends that any online business should adopt in 2020 and beyond.
Table of Contents
1. Mobile-first Approach
Based on the study conducted by Pew Research in 2019, 81% of American users possess a smartphone. While in Europe, around 83% of users consists of a smartphone.
As mentioned above, in today’s era of smartphones and the internet, the customer’s journey of purchasing decisions doesn’t start offline but online.
Moreover, in 2018, Google also proclaimed that they would consider mobile experience as the main factor in ranking websites on the search engine. Do you know why? Because more searches were occurring on the mobile as compared to the desktop.
This indicates that websites that provide an excellent user experience will get higher priority and will rank well in the search engine.
Keep this thing in mind that mobile-friendly and mobile-first approach are two different things.
Mobile-friendly means that a website should run properly on mobile devices. The mobile-first approach means providing personalized experience in all aspects of business, such as website, marketing, product design/services, onboarding and downgrading, and customer support.
2. Proactive Support & Self-service
The future eagerly wants a system that interprets the customer prerequisites just prior to one realizes that they want it. This indicates that the service industry must proactively comprehend and be aware of what the customer requires.
Responding to resolve customer’s errors is no longer a good idea because nobody likes to waste their time in reaching to the customer service.
Using IoT and other evolving technologies, machines would be able to determine what’s going on during an inquiry. Hence, proactive support and Self-service is the most essential trend to be adopted by UX designers.
3. Omnichannel Customer Experience
In this digital world, the customer is the king; therefore, they should be able to decide on which channel/ platform they want to reach out to a brand. Hence, a business or brand should not focus on delivering their service on one channel but instead provide the best experience to the users on different channels.
Based on research done in 2015, companies which offer omnichannel customer experience were able to preserve 89% of the users as compared to the 33% of companies that only provided multi-channel experience.
Moreover, the world’s most popular companies such as Amazon, Netflix, Skype, Gmail, etc. are currently offering consistent omnichannel experiences regardless of the platform or device because consumers’ expectations are increasing daily.
4. Robotic Process Automation (RPA): Enhanced efficiency in customer experience delivery
Robotic Process Automation (RPA) is a technology which replaces recurrent human tasks with robotic engines that can deliver the same tasks with higher potency and regulation.
As per Gartner, a research and organization firm, RPA will costs ⅕ th the total amount of an on-shore employee and ⅓ rd of the total amount of off-shore employees. RPA will be able to handle various tasks such as email drip campaigns, assist in chatbots, product delivery administration, customer feedback analysis, etc.
Based on Forrester Research estimation, the robotic process automation (RPA) is about to reach $2.1 billion in 2021. Also, out of various companies that have currently invested their money in RPA, 75% of them are planning to invest more in the upcoming three years.
5. Transparency
Customers would definitely choose a more transparent service. Here, transparency should be available in various things such as pricing, feature commitment, solving errors, delivering what they said, and also saying no to the needs.
Customers are highly inclined towards the errors of companies if they are fully transparent to accept it and correct it on time.
Trust is the most crucial factor for any company to provide a better user experience. Thus, UX designers should consider this trend before making any design.
6. Website Overlays will disappear
Website Overlays also referred to as popups, have distributed across the internet like a spider. This can be resolved by focusing more on reality. Various people don’t like interruptions, they don’t want their progress to be stopped, and they don’t want their focus to be knocked by promotional content. Then also overlays are used everywhere.
Fortunately, more UI/UX designers are aligning with the truth that overlays are not suitable for CX. This year, it is expected that businesses will utilize a more comprehensive approach rather than overlays to promote their services.
7. AI will help to enhance Web Accessibility
Accessibility has become one of the most important factors for web and mobile app design teams. Nobody likes to jump more barriers to access information that is available to all, however developing a website or app that is fully accessible is not as simple as you think.
Generally, various companies have given a review and modification task to leading firms for accessibility observance. This method consumes plenty of time, it’s expensive and afflicted with a big defect. Websites that are updated as per accessibility instantly fail to work as expected just because of an update.
To avoid this, one can take help of Artificial Intelligence. As of now, there are a lot of AI accessibility services available in the market to track websites for the observance. These AI services scan a website frequently, and when an update comes, the website is modified and made flexible.
8. UI Color Schemes will be Ever-Changing
In the last few years, popular brands have implemented a standard approach to color. Different varieties of color palettes are highly influential on the web, where visual components such as illustrations and UI components need color adaptability.
This year, there will be enhanced usage of UI color schemes depending on the environmental variables, user behavior, and customized themes. Therefore, we can anticipate UI designers to merge dynamic palettes along with the color psychology, which later impacts key metrics.
9. Secured Environment
Security is one of the most important things for a website or a mobile app. This year people are expecting a more secure web and mobile experience.
The majority of companies around the world have started focusing on privacy and security.
Data security and privacy will play a crucial role in overall customer experience and there will be a great demand for jobs as well as challenges in this sector.
So, these are some of the CX and UX trends that all the UI/UX designers should keep in their mind in 2020.
Sagar is HR at techssocial.net. He has been writing last 3 years on different blogging sites. He has also helped small businesses to gain their ranking.