How to Create the Best User Experience for Laptops and Computer Buyers
1. Staff quickly realizing what level of computing power is needed, from a low end notebook for web and email, to a more powerful work station, top end gaming and photo rendering machine. Whilst some up selling is good, being told to buy a machine I clearly will never use 90% of the power of is a waste of both my money and time. That is also bad user experience.
2. Staff quickly recognizing your own level of technological expertise. I am able to program in 3 languages, and don't need an explanation of 'what a RAM is'. This has actually happened to me once before. No sale.
3. Good design and functionality. Computers aren't just for work anymore guys! I want some with color, and lights, and touch controls for my volume, and the ability to customize and make it mine. You want a couple of extra quid more for it? Fine! I'm pretty much committed to spending big.
4. Good technical support is a must. As in people who have some sort of expertise in their field and don't just read off a screen, telling me to turn it of and on again all the time. If you can’t get good technical support, that is bad user experience.
5. Don't charge a ridiculous amount for accessories. Track pads are so poor that I almost have to use a mouse, so being charged £35 for a knock off cheapo one is a bit of an insult. Especially when I can get something much much better for the same price.
6. Having time for the customer is essential. If staff can't spend time with the customers talking through all of the details of the purchase, it's almost like they don't want to make the sale. IF i get the feeling you don't want me to be there, then I'm going to leave. But I'm also going to tell everyone about it. That will be bad for your business and bad user experience for me.
7. Giving the customer enough time. Sometimes you just have to back off a bit while I make up my mind. Laptops and computers in general are quite a big purchase, so don't try and rush me into anything. More likely than not, you'll scare me off.
8. Service with a smile is not an option, or at least a happy demeanor. If the company that employs you makes you feel so bad, what’s going to happen to me if I need to ask them for support. True, you might hate your job, but you don't have to let it show.
9. Being knowledgeable is definitely a good way to improve user experience. If you can introduce me to something new and exciting, the chances are that I'll want it, and probably pay a little ore for it. Don't try and force it on me, but just lay it on the table for me.
10. A good online presence. You wouldn't buy a 'new' laptop from a car boot sale, and if this is what your website looks like, forget it especially if your selling computers. It's really not that hard to make a semi decent website...