Mobile Customer Experience Enhancements

🔍 Designing Better Search UX. How users search, where they click, design patterns and UX guidelines on designing better search ↓ 🚫 Users don’t always explore results sequentially (pinball pattern). ✅ Top search result often gets around 30% of all clicks. ✅ Top 3 search results get around 60% of all clicks. ✅ Results near the top have 10–20% chance of a click. ✅ Results near the top have 40–80% chance of being seen. ✅ Relentlessly focus on the quality of top 3 results for top 100 queries. ✅ Scoped search gets better results faster, but users often overlook it. ✅ Search box width: >60 chars (desktop), 45 chars on mobile. ✅ Good title length is <60 characters, desc <160 characters. ✅ Display at least 3 search results without scrolling. 🚫 Avoid any scrollbars in search suggestions. ✅ Start showing search suggestions on focus. ✅ Limit suggestions: <10 on desktop, <8 on mobile. ✅ Add relevant filters/scope suggestions in autocomplete. ✅ Allow expert users to customize details in search results. 🚫 Don’t hide search behind an icon if you want more searches. ✅ Show relevant filters above results to boost relevancy. ✅ Search quality always depends on the quality of metadata. ✅ Search must be actively managed by editorial/technical experts. ✅ More people been to Mount Everest than page 10 of Google’s search results (via Gerry McGovern). Whenever you can, replace a standalone search icon with a visible search box. If we display a search box by default, we should expect a significant increase in searches. So if you’d like your users to search more, then it’s a good idea to always show the search box, prominently. In search results, highlight visited search results to avoid mistakes. Support keyboard navigation in autocomplete and results. Track the quality of top 100 search queries by mapping editorial recommendations against current results, repeatedly. Choose carefully displayed details for each search result, and allow users to sort by them. And most importantly, invest in cleaning up metadata. A new search engine won’t improve search results if the data is poorly organized, has plenty of duplications, misspellings and outdated content. Clean up, delete, re-index. Good search can dramatically improve task completion. Make it a priority and you will be surprised how impactful it can be — even without touching anything else in the entire product. Useful resources: Search UX Best Practices, by Fanny Vassilatos and Ceara Crawshaw https://lnkd.in/eNnn7nHd Replace Search Icon With Search Box, by Luke Wroblewski https://lnkd.in/eAhDpkQr The Pinball Pattern, by Kate Moran, Cami Goray https://lnkd.in/eJaGZzgk Scoped Search: Dangerous, but Sometimes Useful, by Katie Sherwin https://lnkd.in/egwNsSQX Design Patterns for Autocomplete, by Edward Scott https://lnkd.in/evSAtmF9 #ux #design #search

🚨 Alipay, a leading mobile payment platform in China, has launched Tap! to enhance in-store payments in major Chinese cities. Tap! allows users with NFC-enabled smartphones to tap their phone against the merchant’s NFC tag, which activates the Alipay app to complete the payment. This process reduces the steps compared to traditional QR code payments. Unlike typical NFC payments that use a "card emulation" mode, Alipay’s Tap! operates in a "reader mode," where the smartphone reads the merchant’s NFC tag to complete the payment online. Tap! integrates seamlessly with existing QR payment methods. Merchants need to install a simple USB add-on at their cash registers, which supports QR code payments from providers like WeChat Pay and Alipay. Currently available in Shanghai, Tap! is being rolled out in other major cities. Retailers like Hongqi Chain are partnering with Alipay to promote its adoption. However, widespread implementation may take time as merchants need to install the USB add-ons. China's payment landscape has dramatically transformed over the past decade, evolving from a cash-dependent society to a global leader in digital payments. By the end of 2023, mobile payment penetration in China reached 86%, the highest in the world. QR code payments have become ubiquitous, used by street vendors and luxury boutiques alike. With advancements like Tap!, Alipay is continuously improving in-store mobile payment efficiency. Ant Group, Alipay’s parent company, has increased its investment in technology, with R&D spending reaching a record high of $2.9 billion in 2023. As mobile payment leaders in China compete to drive greater efficiency, further innovations are likely on the horizon. More info: https://lnkd.in/erpWqKUD Find this helpful? [ 𝗿𝗲𝗽𝗼𝘀𝘁 ] Anything to add about this subject? [𝗶𝗻𝘃𝗶𝘁𝗲𝗱 𝘁𝗼 𝗰𝗼𝗺𝗺𝗲𝗻𝘁] Nice story, Marcel. Next! [ 𝗹𝗶𝗸𝗲 ] 

Did you know 75% of smartphone interactions come down to just scrolling your thumb on a touch screen? This means people don’t want to need both hands to navigate a mobile site. They want everything to be a thumb tap away. If your site is a hassle to use on mobile, people just won’t use it. As you think about designing your site, consider what thumb-only navigation, or "Thumb Zones," might look like. “Thumb Zones” are where users are most comfortable and likely to take action on a mobile device. You can see this in the diagram below (courtesy of Branding Brand), and includes the following: → Primary CTAs (like "shop now") in the primary zone. → Essential information and secondary CTAs (like “learn more” instead of “shop now”) in the secondary zone. → Controls to change the mode or initiate different tasks (including search, privacy policies, and navigation menus) in the tertiary zone. This reduces friction by establishing a hierarchy, keeping the subconscious engaged and it maximizes the “tappability” of your content. Now think about your current post-click landing pages and checkouts, would you change anything?

How often do we receive a notification or an alert from a company about an issue before we even realize there’s a problem? Whether it’s a bank flagging suspicious activity, a delivery service notifying us of a delay, or a telecom provider offering compensation for downtime, proactive engagement is reshaping the customer experience landscape. Here’s an interesting fact: 67% of customers globally have a more favorable view of brands that offer or contact them with proactive customer service notifications. Yet, many businesses still focus solely on reactive support, missing the opportunity to elevate customer loyalty through preemptive action. In my opinion, the most impactful customer experiences don’t happen when customers reach out for help. They happen when businesses anticipate their needs and address them before they even ask. How, then, can businesses transform their CX strategies to embrace proactive engagement? Here are three essential strategies to lead the way: 1. Anticipate Customer Needs with Data and Insights The first step in proactive engagement is understanding your customers on a deeper level. Businesses can predict potential issues by analyzing behavioral patterns, feedback, and usage trends and offer solutions in advance. For example, monitoring a subscription service’s usage data could reveal customers at risk of disengagement, prompting a personalized offer to re-engage them. According to the 2024 Edelman Trust Institute Barometer, Saudi Arabia ranks first globally in trust in government leadership at 86%. The Kingdom is a clear example of how data-driven policies can foster trust. Businesses can follow this model by leveraging data insights to predict and address customer needs proactively. 2. Personalization: Beyond Generic Engagement Proactive engagement is most effective when tailored to individual preferences. Personalization goes beyond addressing customers by name; it involves delivering messages that resonate with their unique journeys. For instance, an e-commerce platform could recommend products based on browsing history or alert customers about restocks of their favorite items. 3. Solve Problems Before They Arise The ultimate goal of proactive engagement is to reduce friction. Offering solutions before customers encounter issues—like sending reminders for payments or proactively addressing service disruptions—can turn potential frustrations into positive experiences. At X-Shift, we’re committed to proactive engagement strategies that mirror these principles. While technology like AI is opening doors to automation, the human element—listening, anticipating, and personalizing—remains irreplaceable. The future of CX is proactive. Let’s lead the way! #Vision2030 #CustomerExperience #CX #Personalization #DigitalTransformation #SaudiArabia #CXTrends #CustomerLoyalty

Salesforce was losing 8% users every month back in 2005. They were growing fast, but bleeding users faster. Their solution? They completely overhauled their onboarding process. The result? They doubled their user base in just one year. This wasn't luck. It was strategy. Here's the thing about customer onboarding that most SaaS companies miss: A customer lost during onboarding is often lost for life. Yet only 37% of users ever reach an "aha moment" in self-serve onboarding without help. That's a massive growth opportunity hiding in plain sight. Four critical insights to fix your onboarding processes. 1 - Segmentation isn't optional, it's crucial SMBs need automation and quick wins. Mid-market requires hybrid approaches. Enterprise demands white-glove service. One size fits none. 2 - Time to Value is everything I watched one tech company slash implementation from 6+ months to 30 days by streamlining onboarding. Another accelerated TTV by 20% and saw corresponding gains in retention. Speed to value = Speed to growth. 3 - What gets measured gets improved Track completion rates (benchmark: 40-60% for B2B SaaS), product adoption, and 30/60/90-day retention. These metrics don't lie about onboarding ROI. 4 - Personalization drives results, even at scale HubSpot's approach of customizing dashboards based on initial surveys significantly improved engagement and conversion. Users don't want an onboarding experience. They want THEIR onboarding experience. The companies winning at this aren't treating onboarding as a checkbox. They see it as a proactive, evolving program that combines technology with human touchpoints. In today's hyper-competitive SaaS landscape, stellar onboarding isn't a nice-to-have—it's essential for sustainable growth. What's your company's approach to customer onboarding? Are you treating it as a strategic growth lever or just another task to complete? Let me know in the comments 👇 __ ♻️ Reshare this post if it can help others! __ ▶️ Want to see more content like this? You should join 2238+ members in the Tidbits WhatsApp Community! 💥 [link in the comments section]

That’s the thing about feedback—you can’t just ask for it once and call it a day. I learned this the hard way. Early on, I’d send out surveys after product launches, thinking I was doing enough. But here’s what happened: responses trickled in, and the insights felt either outdated or too general by the time we acted on them. It hit me: feedback isn’t a one-time event—it’s an ongoing process, and that’s where feedback loops come into play. A feedback loop is a system where you consistently collect, analyze, and act on customer insights. It’s not just about gathering input but creating an ongoing dialogue that shapes your product, service, or messaging architecture in real-time. When done right, feedback loops build emotional resonance with your audience. They show customers you’re not just listening—you’re evolving based on what they need. How can you build effective feedback loops? → Embed feedback opportunities into the customer journey: Don’t wait until the end of a cycle to ask for input. Include feedback points within key moments—like after onboarding, post-purchase, or following customer support interactions. These micro-moments keep the loop alive and relevant. → Leverage multiple channels for input: People share feedback differently. Use a mix of surveys, live chat, community polls, and social media listening to capture diverse perspectives. This enriches your feedback loop with varied insights. → Automate small, actionable nudges: Implement automated follow-ups asking users to rate their experience or suggest improvements. This not only gathers real-time data but also fosters a culture of continuous improvement. But here’s the challenge—feedback loops can easily become overwhelming. When you’re swimming in data, it’s tough to decide what to act on, and there’s always the risk of analysis paralysis. Here’s how you manage it: → Define the building blocks of useful feedback: Prioritize feedback that aligns with your brand’s goals or messaging architecture. Not every suggestion needs action—focus on trends that impact customer experience or growth. → Close the loop publicly: When customers see their input being acted upon, they feel heard. Announce product improvements or service changes driven by customer feedback. It builds trust and strengthens emotional resonance. → Involve your team in the loop: Feedback isn’t just for customer support or marketing—it’s a company-wide asset. Use feedback loops to align cross-functional teams, ensuring insights flow seamlessly between product, marketing, and operations. When feedback becomes a living system, it shifts from being a reactive task to a proactive strategy. It’s not just about gathering opinions—it’s about creating a continuous conversation that shapes your brand in real-time. And as we’ve learned, that’s where real value lies—building something dynamic, adaptive, and truly connected to your audience. #storytelling #marketing #customermarketing

I was just talking to a client about top trends in customer service for 2025. One of the top trends this year is Proactive Customer Service. Don't wait for problems to arise. Proactive customer service is about anticipating needs and providing solutions before customers even realize they have an issue. Think helpful resources, preemptive outreach, and personalized tips. Here's why proactive service matters: It shows you care 💖 You're not waiting for customers to come to you with issues. It builds trust 🤝 Customers feel you're looking out for their best interests. It reduces support volume 📉 Fewer problems mean fewer support tickets. It improves customer satisfaction 😊 Who doesn't love a company that anticipates their needs? Ready to get proactive? Try these strategies: -Analyze customer data to spot potential pain points -Create knowledge base articles for common questions -Send helpful tips via email before customers even reach out -Use AI to predict and address issues early For example, if you notice many customers struggle with a particular feature, why not send out a "Tips & Tricks" email before they get frustrated? Remember, the goal isn't just to fix problems - it's to create such a smooth experience that problems rarely arise in the first place! What's your favorite way to be proactive in customer service? Share your ideas below! 👇

Rendering large lists in React can slow down an application significantly. Today I worked on a feature where a large list took 1600ms to render, making the UI feel sluggish. The problem? Rendering all items at once. So I chose Lazy Loading to improve the rendering time and hence the user experience. By rendering only the visible items and loading others as needed, the render time improved from about 1600ms to just about 100ms. How lazy loading helps? → reduces initial load time → improves UI responsiveness → optimizes memory usage Now you can of course, implement it either using a library or build your own logic like I did using Intersection Observer!

𝐎𝐧𝐞 𝐥𝐞𝐬𝐬𝐨𝐧 𝐦𝐲 𝐰𝐨𝐫𝐤 𝐰𝐢𝐭𝐡 𝐚 𝐬𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭 𝐭𝐞𝐚𝐦 𝐭𝐚𝐮𝐠𝐡𝐭 𝐦𝐞 𝐚𝐛𝐨𝐮𝐭 𝐔𝐒 𝐜𝐨𝐧𝐬𝐮𝐦𝐞𝐫𝐬: Convenience sounds like a win… But in reality—control builds the trust that scales. We were working to improve product adoption for a US-based platform. Most founders instinctively look at cutting clicks, shortening steps, making the onboarding as fast as possible. We did too — until real user patterns told a different story. 𝐈𝐧𝐬𝐭𝐞𝐚𝐝 𝐨𝐟 𝐫𝐞𝐝𝐮𝐜𝐢𝐧𝐠 𝐭𝐡𝐞 𝐣𝐨𝐮𝐫𝐧𝐞𝐲, 𝐰𝐞 𝐭𝐫𝐢𝐞𝐝 𝐬𝐨𝐦𝐞𝐭𝐡𝐢𝐧𝐠 𝐜𝐨𝐮𝐧𝐭𝐞𝐫𝐢𝐧𝐭𝐮𝐢𝐭𝐢𝐯𝐞: -Added more decision points -Let users customize their flow -Gave options to manually pick settings -instead of forcing defaults -Conversions went up. -Engagement improved. Most importantly, user trust deepened. You can design a sleek two-click journey. But if the user doesn’t feel in control, they hesitate. Especially in the US, where data privacy and digital autonomy are non-negotiable — transparency and control win. Some moments that made this obvious: People disable auto-fill just to type things in manually. They skip quick recommendations to compare on their own. Features that auto-execute without explicit consent? Often uninstalled. It’s not inefficiency. It’s digital self-preservation. A mindset of: “Don’t decide for me. Let me drive.” I’ve seen this mistake cost real money. One client rolled out an automation that quietly activated in the background. Instead of delighting users, it alienated 20% of them. Because the perception was: “You took control without asking.” Meanwhile, platforms that use clear prompts — “Are you sure?” “Review before submitting” Easy toggles and edits — those build long-term trust. That’s the real game. What I now recommend to every tech founder building for the US market: Don’t just optimize for frictionless onboarding. Optimize for visible control. Add micro-trust signals like “No hidden fees,” “You can edit this later,” and toggles that show choice. Make the user feel in charge at every key step. Trust isn’t built by speed. It’s built by respecting the user’s right to decide. If you’re a tech founder or product owner, stop assuming speed is everything. Start building systems that say: “You’re in control.” 𝐓𝐡𝐚𝐭’𝐬 𝐰𝐡𝐚𝐭 𝐜𝐫𝐞𝐚𝐭𝐞𝐬 𝐚𝐝𝐨𝐩𝐭𝐢𝐨𝐧 𝐭𝐡𝐚𝐭 𝐬𝐭𝐢𝐜𝐤𝐬. 𝐖𝐡𝐚𝐭’𝐬 𝐲𝐨𝐮𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐰𝐢𝐭𝐡 𝐭𝐡𝐢𝐬? 𝐋𝐞𝐭’𝐬 𝐝𝐢𝐬𝐜𝐮𝐬𝐬. #UserExperience #ProductDesign #TrustByDesign #TechForUSMarket #businesscoach #coachishleenkaur LinkedIn News LinkedIn News India LinkedIn for Small Business