The Business Case for Enhanced User Experience through E-invoicing and Electronic Document Distribution
A step-by-step guide to developing a successful business case for enhancing your company’s user experience, increasing ROI and maintaining a satisfied customer base, through the use of electronic invoicing.
According to Forrester, we are living in the age of the customer. This is exactly why we need to embrace the paradigm of user experience (UX); the enhancement of user satisfaction through improved interaction with brand touchpoints such as websites and apps.
The term ‘user experience’ was first coined by cognitive science researcher Dr. Donald Norman in the mid ‘90s. His view of user-centric design was an extension of Louis Sullivan’s famous axiom “form follows function”, applied in the digital age.
In our ever more cut-throat world of business, innovation is often our only competitive edge. Innovation, following UX, can provide exactly this edge. The business value of such improvements can be seen both internally – through enhanced productivity and efficiency – and externally – through improved customer retention, engagement and advocacy.
To quote from Forrester again, “implementing a focus on customers’ experience increases their willingness to pay by 14.4 %, reduces their reluctance to switch brands by 15.8 %, and boosts their likelihood to recommend your product by 16.6 %”. These stats alone present a compelling case for investment in UX.
Whilst the paradigm of UX can be applied broadly to all customer and employee touchpoints with digital solutions, our focus here includes some of the most critical customer or client touchpoints – invoicing and the broader field of document distribution.
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