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The Hexaware Friction Report
Digital & Software
October 4, 2024
Enhance your digital experience and drive revenue growth
As organizations strive to meet the evolving needs of their customers, significant investments are being made in the development of digital products and solutions. Regardless of the amount of money spent, however, the key to crafting an outstanding digital experience lies in a deep understanding of your customer. Among other things, this involves identifying existing pain points and frustrations within current offerings and discerning the enhancements or features that will guarantee future satisfaction.
For an efficient and strategic approach to this process, Hexaware has developed a proprietary tool we call the Friction Report. This report serves as a comprehensive review, outlining areas ripe for improvement and expansion within your digital offering.
What is a digital Friction Report?
Hexaware’s Friction Report employs advanced technologies like Artificial Intelligence (AI), Machine Learning (ML), and data science to create an output that is unique and tailored to a specific app or website. Our team utilizes AI algorithms to analyze thousands of interaction data and patterns to identify areas of difficulty within a digital product or solution.
Using data driven insights, we’re able to quantify and prioritize the severity of these friction points based on user sentiment and engagement metrics. Machine learning is employed to uncover and reveal underlying factors contributing to friction, from design flaws to technical glitches. Our team is also able to segment their findings based on behavior, enabling personalized recommendations tailored to specific customer bases.
Before we finalize a report, all results are benchmarked against competitor and industry trends to help identify areas for improvement and growth. These reports can be created for a specific company or at an industry level to explore what opportunities exist from a broader perspective.
Interested in a digital friction report? Contact us today to learn more!
Customer insights about your company & industry
Thinking about developing a mobile app? Have a website but not sure why your engagement is low? Curious about how your industry’s most beloved companies are creating more meaningful customer experiences? Hexaware’s Friction Report helps you answer these questions and more.
- 50% of your customers won’t download an app with fewer than 4 stars
- 77% of consumers read at least one review before downloading an app
- 55% of consumers say that a 1- or 2-star review negatively impacts their view of your brand
Our Friction Report has been used by leading business executives, helping them to make confident decisions about how to identify digital friction and improve or implement digital solutions that create better engagement for their brands, while enhancing the customer experience at the same time.
How are you addressing customer needs?
Now more than ever, the world is relying on digital technology to conduct safer, more convenient transactions. To earn a spot as a consumer’s go-to source, you must provide an easy-to-use experience or face the consequences of digital friction. Let us look at the facts:
- 76% of consumers expect companies to understand their needs and expectations.
- Customers who have a bad experience with a website are 88% less likely to return.
- 40% of consumers end up visiting a competitor’s website if they have trouble accessing a company’s mobile site.
So, what are you doing to ensure that your company will not lag the digital trends that are here to stay?
Let’s Get Started
About the Author
Krista Park, Sr. Director of Analytics and Digital Blueprint Expert, joined Hexaware in 2019 and specializes in analytics planning, mapping, collection, visualization, and analysis. Krista has worked with clients across industries to create strategic analytic plans and also helps shape future leaders of business through her work as a Digital Marketing Fundamentals instructor at the University of Vermont.
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