Third-party reviews are certainly insightful, but you don’t have to take their word for it. If you want to incorporate user satisfaction into your evaluation, here are a few questions you can consider:
How easy is it to use?Example: How easy and intuitive is it to create reports and dashboards? Can you easily add new attributes to a report? Can you perform basic functions like filter and search? Is there built-in data visualization?
How easy is the admin?Example: How configurable is the solution? Does it take a high level of expertise to implement the solution? Can I or someone on my team easily make tweaks to field names to change for instance, “PBC Requests” to “Document Requests” or do we need to reach out to customer support for seemingly simple changes?
Is there evidence of successful implementation and support? Example: Are there success stories available of teams similar to yours that have had success implementing the solution?Can you find evidence of customers that are satisfied with their implementation process and level of support?
Trust and credibility is another crucial facet of user satisfaction that can be measured using Net Promoter Scores (NPS). Calculated by surveying customers of a vendor to understand user satisfaction and loyalty with one direct question: How likely are you to recommend this company/product/service/experience to a friend or colleague? Results are analyzed, yielding scores that range from -100 to 100. Companies historically don’t share their NPS scores publicly, but this data is now available to you thanks to third-party software review websites like G2.
In the figure below, G2 reports that AuditBoard has a NPS of 86 in the Audit Management category, more than doubling the score of most competitors and the industry benchmark.
By incorporating user satisfaction metrics and elements into your evaluation, you’ll ensure that the platform you select will be user friendly — encouraging successful adoption by all stakeholders.
6 Things to Keep in Mind When Applying UX to Software Selection
Now that you’ve learned how to define UX, why it matters, and how you can measure it, you’re ready to include UX as part of your next software selection process. In summary, here are a few concluding tips to keep in mind:
Assemble a diverse team: Don’t embark on the evaluation alone. It’s arguably more important to invite lower level staff who will be daily users over management who will use the software periodically. Overall, it’s a good rule of thumb to have representation across the board.
Don’t forget business owners: Collaboration with business owners is a critical component to success. Yet the importance of their user experience is often overlooked since they aren’t daily users of a software solution. Infrequent use is precisely the reason their user experience needs to be prioritized, because when it comes time to obtain evidence, remediate issues, and perform certifications, you want to ensure it’s an easy and intuitive experience for them.
Buy purpose-built: Ultimately, software needs to align perfectly with what you spend the majority of your time doing. There is a reason surgeons use a scalpel and not a machete to perform surgery. Pay special attention to the critical day-to-day tasks you need to accomplish most frequently, and whether the software focuses specifically on reducing effort for those tasks. A popular adage goes “buy cheap, buy twice.” Whatever you save in trying to “hack” a solution, you’ll likely pay for in efficiency and performance.
Leverage customer reviews: Validate your findings with verified customer reviews from trusted third-party sites like G2 (Audit, GRC), Gartner Peer Insights, and Capterra (Audit, Risk, Compliance). After you’ve narrowed a list of potential solutions, look into how other users have rated the technology across functionality, usability ratings, and ease of use. Look for red flags in qualitative feedback as you compare and contrast how users rate your top choices.
Usability over features: A long list of features and use cases is tempting, but it doesn’t guarantee good UX. There will be greater gains from well-designed core features used for repeatable and everyday tasks than from a laundry list of features that are rarely or never used.
Consider your entire customer journey: The product is important, but don’t discount the importance of good service, support, and thought leadership. Also, configurability is key. After you buy a solution, you’ll want it to be easy to maintain rather than need to contact customer service for every small tweak.
When you set out to evaluate software using a UX lens, you’ll be able to identify user-friendly platforms that will guarantee widespread user adoption, elevate the way your team works, boost your return on investment, and ensure that your software rollout is a success.