Outdated design tortures customers 🥲
Hey! I'm Anastasiya, the Associate Product Director at Cieden. I’ll explain how to redesign digital products without killing the patterns customers love. And in case you're not 100% sure if a design update is needed, I've outlined a few UX red flags that make your users suffer and eventually leave.
I know nobody wants to think their design is weak, but let's face the truth: in this competitive race, where companies invest thousands into design and continually test and refine, you can't afford to have an outdated interface.
Let's look at the example of Open IQ. They modernized their product and attracted new enterprise-level customers with large budgets.
A bit about Open IQ and their business goals
Open IQ is an Australian cloud-based telephony and contact center software provider. They offer inbound and outbound recording, customer satisfaction assessment, agent evaluation, workforce management, telephony, and analytics. Such a broad functionality spectrum allows Open IQ to work with enterprise-level companies in the insurance, banking, and government fields.
After a decade in the market, the team understood that their application functionality was limited by the design and that a fraction of users had negative feedback because they wanted friendlier onboarding and training. So, the company started looking for a product design agency. That was the point where Open IQ met Cieden.