How to optimise your user journey using 5 touch points

Wednesday, August 11, 2021
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Blog by Rav
Rav Sanghera
5 touch points to improve customer journey

We all want our users to have the best experience on our website, so it’s important to optimise every point of contact we have with them - the more satisfied our users are, the more leads and sales we generate.

However, just having these touchpoints on your website is not enough we need to optimise them. It’s your opportunity to convey your brand image and encourage users to continue engaging with you. 

What is a customer touchpoint?

Customer touchpoints are the places on your site where you have contact with your customer - these can come at any point in the customer’s journey.

They are very important as these points are the places where customers will form opinions about your brand, service, product etc and can determine whether they continue using your website. 

Here are 5 touchpoints you can optimise to improve your user’s journey:

1.    Pop-ups

Pop-ups are a great tool to catch a user’s attention, but can sometimes be found annoying so you want to make sure you’re always offering something valuable at this point.

You can optimise pop-ups by offering things like discount codes and free resources once a user inputs their name and email - this delivers value to the customer, and generates leads for you.

2.    CTA Button

CTAs are where you ask your user to take some sort of action, like clicking to view a product or signing up for a course.

To optimise your CTA’s you can run tests using heat-mapping tools like Hotjar to find the places where they get the most clicks. Then make sure to use engaging text that will encourage a user to click. For example, people are more likely to click ‘Send me amazing emails’ rather than just ‘Sign up.'

3.    Search bar

Your search bar should allow users to easily find the information they need on your site, so your page names must be simple and logical. To optimise your search bar, you should collect data on what your users are searching for and use this to prioritise content and highlight aspects that may be missing from your site currently.

 4.    Blog

Sharing blog posts on your website is a great way to form relationships with your users and improve your brand voice. The best way to optimise your blog is to implement an SEO strategy that attracts new users and includes content that your current users find interesting and valuable. 

5.    Newsletters

Newsletters are important lead-generation tools but also are a chance for you to provide information to users and get them to connect with your brand. Optimise your newsletters by linking back to your site, and offering discounts and incentives for readers to make a purchase, sign up for a course etc.

Get in touch with our team today and let us help you better optimise your website for your users.

Rav Sanghera

UX Researcher @ Creative Ideaz