Why social media forces companies to focus on User Experience Design

In the past, many companies relied heavily on their brand name and reputation to sell their products to their customer base. Any issues with usability or user experience were generally voiced directly to the company, doing little damage to the brand overall. However, in recent years, consumers more frequently take to the internet to discuss and vent problems with usability and negative user experience. No longer are customers making purchasing decisions largely based on brand name and reputation, instead, they are more focused than ever on the reviews and opinions expressed on the web and in social media to determine if the product will be beneficial for them.

Has social media changed the way you approach User Experience and User Interface design?

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