How can companies ensure that the customer self-service portals and mobile apps they implement are user-friendly and intuitive, in order to enhance customer empowerment and autonomy in shaping their own experiences?

Companies can ensure that customer self-service portals and mobile apps are user-friendly and intuitive by conducting usability testing with real customers to gather feedback on the design and functionality. They should also prioritize simplicity and ease of navigation, avoiding cluttered interfaces and unnecessary steps. Providing clear instructions, tutorials, and FAQs can help customers easily navigate the self-service tools and troubleshoot any issues they encounter. Regularly updating and improving the portals and apps based on customer feedback and usage data is essential to ensure they remain user-friendly and meet customer needs.

Keywords

customer empowerment user-friendly design usability testing customer feedback continuous improvement

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