How UX strategy can elevate your service offering 2

How UX strategy can elevate your service offering

No matter what kind of organisation or business you run, a well-thought-out and strategic UX design can help elevate your service offering to clients. Effective UX design should be the foundation of everything you do to ensure it resonates with customers and meets their needs. As a service provider, you’ll want to be sure that you’re providing the best possible experience for your clients, which means having a solid UX strategy.

In this article, we’ll discuss how UX strategy can help you improve your service offering and provide value to your clients. But first, let’s start by discussing what a UX strategy is and what key components you’ll need to implement a UX Strategy. 

What is a UX Strategy?

UX strategy is a plan or a roadmap that can help an organisation or business align the needs of their users, with their own needs. A UX strategy is the output of a process that will allow businesses to deliver the kind of user experience they imagine to their users. To put it simply – it’s about bringing ideas and visions to life.

A good UX strategy should consider the entire user journey from discovery to purchase and how users interact with each step. It will also look at how elements like visual design, content and user interface can be used to create a cohesive user experience that leads to increased customer satisfaction. The UX strategy should sit alongside other organisational strategies, such as business, marketing, or sales. The different corporate strategies should run parallel to one another, and operate in a complementary way rather than having one strategy exist in a way that detriments another. 

Why is a UX strategy so important? 

First and foremost, a UX strategy can help you create an experience that clients will remember. Customers who have an excellent experience with your company, are more likely to come back and use your services again. A good UX strategy focuses on providing customers with an intuitive user interface that is easy to navigate, clear instructions for tasks, and feedback mechanisms that make it easy for customers to get help when they need it. Through a strong UX strategy, you can create a plan to help you deliver an experience that meets the needs of your users and leaves them with a positive impression of your brand.

A UX strategy is also essential for increasing customer loyalty and engagement. By ensuring customers have a positive experience every time they interact with your company, you can foster a sense of loyalty that will keep them coming back. Providing an excellent customer service experience is key to customer retention and satisfaction, and having a well-thought-out UX strategy in place can help you achieve this.

Lastly, having an effective UX strategy can also help you stay ahead of the competition. If your competitor’s services are lacking or confusing for customers, implementing a UX strategy into your services will give you the edge over them. You’ll be able to craft an experience that meets your customers’ needs while ensuring that it is easy to understand and navigate.

What key components will you need to deliver a successful UX Strategy? 

The Nielsen Norman group have identified three key elements that make up a UX strategy after surveying 30 UX professionals as part of a broader thematic analysis. 

The first element they identified was ‘Vision’.

A vision statement or statement of intent should be the first building block when creating the UX strategy you need to deliver the best end-user experience. This vision statement should be based on research to provide a good understanding of users as well as the market. 

The second element identified was ‘Goals’.

Goals, or key performance indicators, should be set before the delivery of a UX strategy, so you know whether the techniques and plans you have put in place are measurable. Tip – use SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) to create goals for your organisation that are clear and actionable to set yourself up for success. 

The final element identified was ‘Plan’. 

The plan refers to the steps you’ll need to take to achieve your goals, bringing your vision to life. The plan should break goals down into actionable steps, with each step bringing you closer to achieving the goal. The plan should include the areas you’ll need to focus on in user experience, a time frame, any dependencies and a stakeholder map. 

By combining vision and goals and then bringing them together to inform your plan, you can create a UX strategy that helps you elevate your service offering and provide customers with an enjoyable, intuitive experience. With a strong UX strategy in place, you can stay ahead of the competition, foster customer loyalty, and ensure that your customers have a positive experience every time they interact with your company.


The key to success is understanding how users interact with your services and developing a UX strategy that meets their needs. By understanding the user journey and optimising the design of your service offering, you can ensure that customers have an enjoyable experience every time they use your product or service. With a strong UX strategy in place, you can create an unforgettable customer experience that stands out from the competition and helps further establish your services as the go-to for customers. So, if you’re looking to elevate your service offering and create a memorable customer experience by implementing a UX strategy, get in touch with a member of our team who can help you get started on your journey.

Sarah Lines
Sarah Lines
Articles: 16

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