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Why Web Design Is Crucial To Deliver Good Customer Experience

By Bryan Lazaris, Senior web designer
May 23, 2019


In the present era, it’s essential for business owners to have a website and, moreover, a strong web presence. More than a necessity, though, the way you and your brand present yourself online matters a lot for customer experience, ultimately impacting customer perception of your brand.

But how do you create a good customer experience?

For influential customer experience, the layout and design of a website play a vital role. If you can get it right, it can be a really strong marketing tool. Your online presence is often the main means of interaction your customers will have with you, and to win this point, you should carry your (UX) user experience right. In this post, we’ll discuss the web design traits that are necessary to nail, in oder to positively impact customer experience.

Look & Feel (Appearance)

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The appearance (look and feel) of your website will ensure that whether the visitor becomes a regular customer or not. You can make this first impression successful in multiple ways.

For headlines, it is good to use big, bold fonts, such as bold serifs or other easy-to-read typefaces.

Next, use graphics or images in your website that can draw the immediate attention of the visitors. A website’s appearance, with engaging visuals, performs wonderfully. In this regard, you should focus on the below points:

  • Responsive design, to ensure the site is accessible on all devices, irrespective of screen size. In this way, you can earn clients visiting your site from different devices.
  • Easy to read font styles, appealing images and relevant multimedia should be included. This will build greater and more extended engagement with your content.


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While it may be tempting to use industry jargon or complex language, in order to sound more knowledgable. Make no mistake, this plan will backfire and lose you customers. Instead, focus on content that is easy for your customer to comprehend. This makes them more likely to trust you.

Simplicity relates to more than just copy, though. You’ll also want to simplify the design. Since graphics are a good thing, many people are under the impressions that the more there are the better.

This is not the case. Instead, you should use them where they're needed and aid the customer, but you shouldn’t just incorporate them for the sake of it. A good rule of thumb is not to use more than two illustrations on a single web page.

Another way to simplify is by making the information that customers often search for readily available to them. For example, make the blog or about me section seamless to find. This will provide for a hiccup-free experience that is more likely to make the customer return next time.


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To attain maximum clarity for your website, you should focus on the features like drop-down menu and breadcrumbs.

  • Your drop-down menu should feature categories, subcategories and other sections that are easy to navigate for the users.
  • Breadcrumb saves the visitors from getting confused. When a user clicks on a link, then it offers a link that takes him back towards the previous page and provides search ease.


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No visitor likes slow-loading website, and if they find it slow, they simply move to another one. The reason is quite simple. The web is flooded with websites. If yours is frustrating, in minutes, they will find many options to get the information they’re looking for. In essence, in order to compete, your website needs to be lightning fast — meaning it should take less than 2 to 3 second to load.

It’s not just users that feel this way, Google does too. Google is a big fan of great UX and speed plays a major role in it. When Google returns search result, a major factor that impacts which results will be shown is site speed. Below we have mentioned two major factors that can impact your site's speed:

  • Size of the images- You should avoid heavy images as they lag the speed. Reduce their size and prefer JPEG high-resolution images.
  • Remove Auto play- Avoid music or video that plays automatically. It consumes data and diverts the visitors’ attention.


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We can all agree, ultimately the goal of any business website is to improve conversion. To convert visitors into customers, you only need to keep some basic steps in mind.

  • Highlight call to action buttons with attractive color schemes. If the visitors are able to see them, then they will definitely use them.
  • Avoid cluttered design with a messy background. Instead, go for a modern, attractive and simple design to appeal to the greatest amount of customers.


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It is true that appearance is the first impression, but professionalism allows that impression to last longer. Your visitors should have the feeling that they have met with a trusted business. And, this trust factor makes their bonding with you last longer. For this, you need to include some crucial elements in your site, including:-

  • Pictures of the staff- It makes a difference if you include images of your staff on your website. Featuring pictures of your staff on your website builds trust and reassures customers that they’re working with a real business.
  • Culture page- Here you should talk about the firm’s vision, mission and approach towards daily dealings. And, you can also talk about the traditions and values that your company follows. This is a good way to differentiate yourself from others in your industry, so be bold.
  • Customer’s Feedback- If someone wants to buy a product or get any service from your site. The first thing he looks for is feedback or reviews from the previous customers. The best thing you can do is showcase the feedback in a testimonial section on your website. If not, your customers will still find it, they’ll just leave your page to do so. And as we all know, nothing kills a conversion like a customer bouncing from your website.


If implemented correctly, each of the aforementioned steps will help you build a more effective, engaging website that will do wonders for your brand and your bottom line. Ensure that you work on the elements most crucial to your business.

The best thing about these strategies is that they're easy and cheap to implement. In order to ensure that you act on them appropriately, though, make sure you have a good understanding of the prevailing market trends and a professional team to act accordingly. Lastly, the process of maintaining an engaging website should be an iterative one. Keep evaluating your efforts, looking for fresh ideas and be sure to put your customer's experience first, every time. 

Story by Bryan Lazaris

Bryan Lazaris is a Senior web designer working at Apart from his creative designing skills, he also writes informational posts on the prevailing web design tips and tricks.

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