Today I’m talking about designing your website to help your client experience. I know that this is an episode that might seem a little out of place because you’re wondering, ‘what does website design have to do with client experience?’ but as we go through this episode, I think that it will make more sense. It can be helpful to think about your website design and client experience together so that you’re creating something seamless that really benefits the people that you’re working with and want to work with in the future.
- Why you should think of your website as the beginning of your client experience
- Creating a process that moves people from your website into your services
- Why your client experience needs to work for you and your clients
- Automating the client experience on your website
- Design choices that impact client experience
- Using feedback to make changes to your website with your clients in mind
- Automating the Client Experience for Great Customer Service
- Crazy Egg
- UX – What is it and Why is it Important?
- Think of your website as the first part of your client experience
- Find one thing you can automate today
- Take a look at your navigation and make sure that its simple and easy to understand
Outline Your Process
Write out all the steps a client takes from landing on your website to hiring you, and then anything they need on your website as the project progress
- Finding your website
- Learning about you and your services
- Initial communication
- Moving forward together
- During your time together
Learn how you work best
Take into consideration how you work best with clients as you lay out this process so you can build something that works for you and for them
- How do I prefer potential clients get in touch with me?
- What steps does a client have to take before they hire me to make sure we’re a good fit?
- When do I work and how will I respond to inquiries?
Consider your clients
- How familiar are they with technology?
- How do they like to communicate?
- What questions to they ask frequently?
- What are their expectations when they land on your website?
Automate as much as possible
- Create an auto-responder that lets them know what the next steps are
- Create email templates for emails you send frequently
- Create PDFs to explain complicated topics or things they will need to reference in the future
- Find tools that make the client experience as easy as possible (like Dubsado and Acuity)
- Embed the client portal into your website
- Use a CRM that allows automatic emails based on their responses (Dubsado does this too)
Website Choices that Impact Client Experience
- Simple Navigation
- Colors, Images, and Layout
- Social Proof
- Load Time
- Easy Conversions
Test and change
Need more help?
Get the Guide to see example questions, tasks, and my tips for conducting a successful UX test.