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The Importance of Feedback to The User Experience

Angela Joseph2103 18-Dec-2017

Much is said about the importance of feedback in team management, but little is said about its role in building a positive customer experience. When you click a button on the site and it changes color, when the attendant warns you that you will download the link before doing so or when video game control vibrates according to the game, they are feedback forms that enhance the user experience, either reducing doubts and insecurities, or deepening the interaction. Every product / service has several feedbacks, whether short or long, intentional or not. When one of them is "broken", the user is uncomfortable and the experience is impaired.

This, for a user, can be decisive for the experience to become something much more beneficial and positive. Otherwise, we run the risk of passing a negative image of ourselves, be it of unpreparedness or even carelessness with these important details. So, how could we prevent this kind of frustration from happening and damaging the user experience?

Giving Relevant Information to The User

If we want to less complicate the life of the user and guide him on what is happening, we must first think about what is essential for him/her to understand the interaction. In addition to having a validation notified to the user, we can use a slightly more fun language than the formal one, to bring the user closer to the context and make the warning clearer than it needs to be done.

The important thing here is to make the experience better, right? So nothing better than to think of each of these small details, focused on what we know of our user and how to approach it according to the personas that we defined for the project. This type of information, which helps the user better understand what is happening, is treated, in the middle of UX, as the feedback.

More Feedback Possibilities

Short feedbacks are key to reducing uncertainty in the customer experience. Often, they are lost in an attempt to optimize an operation, such as in a central office. A good exercise to avoid this problem is to compare your service plan with a regular conversation, preferably having this conversation with someone.

This also applies to the digital universe, so in addition to taking care of the immediate feedbacks, such as button animations and loadings, use emails and notifications to make it clear when an action has been taken and what its impact in context. In a purchase, for example, send a confirmation email and make clear the delivery time. If possible, remember every step of the process - packing, shipping, delivery, etc. And, mainly, always warn of any change in the term. Remember that waiting in a queue is never cool, but if you know how long you will be staying there, the experience is less stressful.

The importance of informing the user

Feedback to the user is part of one of the principles of micro interaction, which we work by creating the entire UX stream and defining the most timely project adjustments. There are several ways to work on feedback, but for it to be effective, it is important to think about how to make the message clear. The purpose of feedback is to help the user, then, nothing more fair than to create proposals that avoid the ambiguity or the possibility of confusing it.

To do this, always work hard on the characteristics of your project, analyzing the small details so that the decisions are more assertive and functional, aiming to create a better experience for the user. For this task you can hire any web design agency in Dubai.

Have you stopped to think about those little details of everyday life? To develop micro interactions in the project, it is important to be able to guide our choices from the beginning to the final stages.


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