Redesign process

Redesigning a website is a process that is supposed to improve the current customer journey and mainly the customer satisfaction.
That's why keeping the users' needs in mind through the design process is very important.

In order to find the best solution and to really make a difference, take into consideration the below points:
  •  what are the current steps?
  •  what are the users' pain points?
  •  what are the goals of the new design?
Knowing the target users is the starting point. There are more persona* types - technophile and technophobe - and you need to understand and approach them as both will provide useful insights.

Tip: Try to draw a picture of each type of the persona and define their specific needs. Once you know the users better you can add extra details and create the perfect customer interface.

How to find the real needs of the target users:

1. Observe users' behavior.
Having a software that can capture the journey of your customers on the website may help you understand if there is any bug, issue where the majority get stuck.
2. Interview the target users.
Always use open ended questions if you want to find their real thoughts and get new ideas. Sometimes they might have difficulty in expressing what they need. If that's the case you can ask them about their own goals and then correlate their needs with what you can offer.
Avoid boundary (yes/no ) questions, because in this way you will induce replies that you want to hear.
 3. Diary studies
 These might need more time and effort from both parts; For instance you can ask the customer service department to register every complaint from the final users and send it to you by the end of every week.
4. Survey
It will give you the opportunity to find the pain points of the end users.

* model of a person, an example of a type of users

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