UI Matters!
Almost since I began consulting over 20 years, I've noted how important the user interface (UI) of a system is, in terms of user adoption and ease-of-use.
On the staff side, the UI matters because the more "pleasant" a user interface is, the more likely staff is to actually use the system. (I define "pleasant" as easy to navigate, with very little screen noise; the data I need is right where I need it to be.)
On the customer side, UI matters because the more difficult the interface is, the less likely the customer is to use it, which means lower sales, lower engagement, and increased workload on staff.
The good news is, with more modern systems, you have more control over both of these UIs. On the staff side, your system should allow staff to rearrange data into a manner that is most fitting for their needs. On the customer side, your system should allow you to arrange the "flow" as you need it (e.g., membership joins, event registrations).
So take a look at the systems you have in place now. Do they allow staff to arrange their screens as they need them? Do they allow you to adjust how your customers experience joining, renewing, or registering for an event? Because they should.
Wes's Wednesday Wisdom Archives
My advice? Stop doing that
My advice? Stop doing that! There is a classic TV sketch featuring Bob Newhart as …
Is a college degree really required?
Is a college degree really required? I saw a job listing last week for an …
Small actions become big wins
Small actions become big wins I’ve written before about how data accretes, the idea that …
Try not to OFFEND your members…
Try not to OFFEND your members… I recently received an email from an association where I’ve …
How will you use that data?
How will you use that data? One of the beauties of technology today is how easy …
Pennywise and pound foolish
Pennywise and pound foolish One definition of the phrase “pennywise and pound foolish” is to …
How you respond matters
How you respond matters Very recently I wrote that I measure customer service by how …
Your one non-renewable resource
Your one non-renewable resource For any project, the three primary resources are time, money, and …
No system is perfect
No system is perfect When working with my clients on the selection of a new …
Ask your members to update their info
Ask your members to update their info One of the greatest data management challenges any association …