by Khizra Sabri, Project Manager at eddress
At eddress, we say “the customer is always right!” That’s why we take inspiration from Apple founder Steve Jobs, who famously said in 1997, “You‘ve got to start with the customer experience and work backward to the technology.”
It always starts with Customer Experience (CX), since we cannot sell something if we haven’t thought about how to create it. At eddress, we put customer experience at the heart of our processes, approaching every project with the commitment to deliver a customer-friendly marketplace. We empower your business for growth by putting your customers in the driver’s seat during the design of your marketplace, including throughout the UX/UI process.
Customer experience is all about your audience
When it comes to designing the right solutions for your marketplace, you know better about your audience groups. This is why, we work hand-in-hand with you to understand who your customers are, so we can present the right user interface and user experience for them with the eddress technology. Indeed, a successful marketplace is self-promoting: Happy customers come back and order again!
We believe that we can only create a positive outcome when we:
- Put ourselves in the customer’s shoes: What your customers want from the marketplace
- Tick all the boxes for safe, easy, reliable, and performing technology, for a marketplace solution that people will love to use
- Offer better alternatives to meet your business needs, even if you had another design in mind
You can rely on our flexibility and honest discussion throughout the whole process, letting you know what would add value to users of your marketplace.
Bringing the competitors into Customer Experience (CX)
It’s not just about developing a functional and beautiful marketplace, it’s all about maintaining or improving your market position. That’s why we dedicate time and effort to understanding your competitors so our innovative solution can ensure maximum customer retention.
eddress process revolves around customer experience
At eddress, we are convinced that a positive customer experience drives marketplace revenues, brand awareness, and growth. Therefore, CX guides in a way all the decisions.
Discovery
During this first step, our sales team engages with you to gain an understanding of your business, your customers, and the features your marketplace needs. During this phase, we identify already existing features and ones that will need to be developed by our team. The discovery stage addresses the following questions to design a marketplace that can elevate your business:
- Who are your customers?
- What do they need?
- What technology is required to support your customers?
Engagement
At eddress, we believe communication is key to success. The only way to create a design that delivers the expected CX is to constantly engage with the audience. This can be done via testing, market survey, etc. We believe that every CX project should focus on early onboarding to gather as many valuable insights as possible.
At this point, we ask:
- What do customers like?
- What is the purpose of the marketplace?
The design scheme
eddress design team collaborates with you to create UX/UI prototypes that reflect your business vision. We focus on aesthetic and practical elements of the customer experience:
- Will customers like this?
- How will they use the marketplace?
Once the design is final, it is moved toward our development team where all the real magic takes place!
Implementation phase
We implement marketplace functionality and app design over a number of sprints to ensure there is plenty of time for feedback, testing, and change requests. When applying a new solution, CX experts must ask:
- Will it work for all customers? (devices, tech-savviness, etc.)
- What if a customer does X? (we test and address how the solution reacts to different choices and actions users can make while using it to ensure optimal CX)
During this step, the eddress development team and QA engineers overlook the app development process, according to your choices in design, features, functionality, etc.
Communication phase
Your satisfaction is our priority. We take great pride in delivering customer-focused designs because we believe brand loyalty comes from solutions that create an unbeatable customer experience. So, at the end of the day, targeting your customers’ needs meets your business objectives.
Delivery
Finally, we are ready to deliver your application. We just want to know one thing:
- Do customers like the marketplace?
eddress thrives in delivering a product that can continue to grow with you and your customers, so we make sure the technology you receive creates the best experience for your business goals.
Continual improvement for ever-growing CX
Everything changes; technology, digital behaviors, and customers’ needs among other things. We are invested in creating a memorable customer experience with eddress, which is why we provide continuous improvement and continuous deployment (CD and CI). The technology is continually being optimized by the development team according to your feedback and necessary tech improvements as we know that customer experience needs to change and respond to tech trends, new business processes, goals, etc.
To summarize, At eddress, we put the customer at the heart of our CX process. We believe that our empowering customer experience approach inspires clients all around the globe to trust us to create unforgettable CX-focused marketplaces for their brands.
Want to find out more about how CX can drive your marketplace forward?
