When you hear somebody mention “UI/UX,” you might think that the discussion is a deep dive into software design that doesn’t pertain to you.
But UI/UX is far from limited to software.
It’s the visualization and user flow of the product itself, created by front-end designers and developers, but it’s also the experience that users have as they interact with every aspect of a company’s products and services.
You could even say that UI/UX is everywhere, at all times: There’s always a “user” somewhere, interacting with something.
At your dealership, UI/UX happens when customers (users) walk through the front door. It happens when your software brings the data to you for a seamless discussion to upgrade the customers’ vehicle. It happens when you interact with your customers in the service drive, and when consumers visit your website … and on and on.
UI/UX is Customer Experience Management, or CXM. Every interaction that your customers have with your dealership, whether online or at the store, should be easy and positive. You could think of their having an anything-less-than-positive experience with your brand as the equivalent of a “404” error message – something that can be avoided through good design!
With technology playing an ever-increasing role in business operations, your “customer UI/UX” becomes intrinsically tied to the UI/UX of your software: Which means that if your employees have a good software experience, there’s a much greater chance that your customers will have a good dealership experience.
Here are three things I keep in mind with UI/UX as it applies to software for your dealership, to ensure a good customer UI/UX.
Interactivity and Accountability
We want our software to not only be fun and engaging, but also remind our users that there is something they need to do. When it comes to automotive, software should hand users their tasks. We wouldn’t want our users to miss an opportunity, a new lead, or forget to greet their customer as they come through the service drive. At the same time, we need to track those interactions to make sure they are happening as expected.
UX Branding and a Shared Code Base
One of the biggest opportunities for change that I see in this industry is legacy code with multiple UX patterns. This type of software mash-up is hard for companies to break free from, as they usually have to dig themselves out of vulnerable and delicate architecture. There are also training and go-to-market challenges. Users have been on these systems for many years, so making big changes in legacy software can cause churn.
Dealership software upgrades should be about innovation and growth in the industry. Sometimes it’s best to start fresh and give life to your customers, your staff, and your dealership by choosing a company that is constantly innovating and, really, paving the road that other software companies are driving on. This is why AutoAlert developed Pando – it’s fresh, now, and something that was entirely missing in the industry.
User Flow Patterns and Front-End Cross Platform Compatibility
Establishing these two things gives your UI/UX team the bones they need to build familiar and shared components within our products. Shared components aid in creating habits for our users, which is key to any software success.
As the leader in automotive technology, we at AutoAlert are constantly innovating our products to ensure that our dealerships keep the inside track in what has always been a competitive market.
From the online user experience to walking through the door … that customer experience is quickly becoming the biggest influencing factor in the success of any business, making CXM the future.
Bottom line, when your software pairs with all of your customer interactions, everyone wins!