Minimise Customer Effort in Product & Service Interactions

This standard mandates minimising customer effort in product and service interactions to ensure frictionless experiences are a core engineering priority.

1. Minimise Customer Effort in Product & Service Interactions:

Frictionless experiences must be a core engineering priority. This approach ensures that products and services are easy to use.

• 1.1 Usability and Accessibility Guidelines:
  • 1.1.1 Complexity Removal:
    • Use usability heuristics and accessibility guidelines to remove complexity.
    • Automate the application of usability heuristics.
  • 1.1.2 Guideline Management:
    • Automate the tracking of accessibility guideline implementations.
    • Implement guideline tutorials.
• 1.2 Seamless Onboarding and Navigation:
  • 1.2.1 Intuitive User Experience:
    • Ensure seamless onboarding, intuitive navigation, and clear documentation.
    • Automate the tracking of onboarding flows.
  • 1.2.2 Experience Management:
    • Automate the tracking of navigation metrics.
    • Implement experience feedback collection.
• 1.3 Frustration Point Resolution:
  • 1.3.1 User Journey Improvement:
    • Proactively identify and resolve points of frustration in the user journey.
    • Automate the tracking of user journey frustrations.
  • 1.3.2 Resolution Management:
    • Automate the tracking of frustration resolution actions.
    • Implement resolution tutorials.

By minimising customer effort, organisations can improve user experience and satisfaction.

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