How UX With Technology Integration Across All Industries Will Help During COVID-19


Over the past year and a half, our lives have changed completely. There is now a clear demarcation in time – a pre-COVID-19 era and the era of the pandemic.

In the face of bottlenecks, extreme uncertainty and changing trends in lifestyle, healthcare and business landscapes, business owners and industry leaders have gone through a difficult period trying to stay relevant.

The smallest of changes brought about by these growing vulnerabilities has had a butterfly effect of massive changes in consumer behavior, much of which will last over the long term.

The challenge today is to ensure that customer trends and patterns will determine the future of UX and adapt quickly to them.

In turbulent times like these, technology has really acted like a liferaft. Without the digitally driven business models, working remotely over the Internet, and constant technical support, we would all really be in a tough spot.

It is therefore not only the expectations vis-à-vis the consumer experience but also a user experience that has evolved in recent months.

What is user experience?

User experience (UX) design is how users see the product. UX design provides users with meaningful and memorable experiences, which involves designing the entire process of acquiring and integrating the product, branding it, and integrating its features on digital platforms.

It is the main point of contact for interactions between the company and the end consumer, which makes it extremely critical for success. This is different from usability and user interface – it goes beyond both and has no theoretical definition as such.

But it stands to reason that user experience can make or break the entire customer journey and ultimately lead to a larger product or service recall.

The evolution of UX in times of pandemic

2020 has been a year like no other. We have all been through many psychological changes, some of which can be long lasting, which in turn have affected our purchasing behaviors.

Therefore, what was previously considered good UX may no longer do the trick. The biggest change we have witnessed as a community, both in our personal and professional lives, is the lack of physical closeness.

The causes of these differences can be extremely complex due to the virus itself but also the economic and political consequences of the spread of the virus. This has led to more digital experiences in the foreground.

For example, with the closure of schools and colleges, most students are now taking courses online. Instead of commuting to work, people get ready for Zoom meetings and Google Meet calls every day. Zomato and Swiggy have replaced weekend parties and Netflix has never been so popular.

Because of all of the above, having a digital UX strategy is no longer a good thing to have, but a necessity for businesses and service providers to stay in the game.

New Age User Anatomy: Always Online

Can you imagine a day in your home without power or connectivity?

Consumers of all ages rely on the internet to make their daily routines more efficient, and this has become all the more evident over the past year.

Online shopping and e-commerce are now part of dynamic business environments that have managed to thrive in a rather lackluster market.

Millennial customers, who make up the vast majority of buyers today, also have very high brand awareness levels and are digital savvy. The expectation for safer, better and contactless services is at an all time high.

Removing unnecessary hurdles, obstacles and bureaucracy to allow the customer to reach their goals quickly and easily has been shown to increase loyalty. The smoother the overall user experience, the higher the customer memory.

CTO speaks: how to pivot

The changes brought about by this pandemic are likely to stay with us for a long time. Thus, CIOs and CTOs must meet these challenges in stride and promote agile innovation at the organizational level.

Where to start? From the start itself!

The crucial first step to success is researching users. The aspirations of users are changing day by day, and their personalities have also most certainly been altered, due to the difficulties caused by the pandemic. This directly feeds their demands.

CTOs need to strike the right balance between commercial offerings – the latest technological trends and changing human behavior to craft relevant user experience strategies.

A renewed focus on digital products will also help create and market new user experiences. This should now be the main growth strategy, especially for small businesses, as the web trumps the traditional in a rather one-sided battle.

In this new era of digital disruption, user experience will be driven more by cutting-edge technologies such as cognitive workflows.

Machine learning and artificial intelligence will also play an important role in developing user experiences that are not only intuitive, but highly personalized and tailored to individuals.

Essentially, “Intelligent UX” will adapt with the user and continue to evolve based on their anticipated expectations.

Rethinking contactless commerce to promote product, service and process security will be essential. In the next normal, anticipating customer expectations will become a top priority.

Think of it as creating a sandwich with three floors: a real-time UX layer, backed by a rock-solid security data layer for static and dynamic content, and finally capped with a technology layer, which is personalized. and integrated into the whole system.

In the months and years to come, we will see a tremendous boom in API-based web and mobile applications. It’s the future. To unlock that future tomorrow, today is the time for leaders to invest in the data, technology and systems needed to deliver great experiences.

Those who understand their users faster and better will win. Simple.

(Disclaimer: The views and opinions expressed in this article are those of the author and do not necessarily reflect the views of YourStory.)

About Michael G. Walter

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