You know your business well enough to fill in the gaps. A new customer cannot. Reviewing the experience as a stranger can reveal unclear information, unnecessary steps and reasons someone might hesitate.
Try the journey without explaining it
Choose one task: finding a service, asking a question or making a purchase. Start where a new visitor might begin and see what information is available. Is the offer clear? Are important conditions easy to find? Does the customer understand what happens after an enquiry? Ask someone unfamiliar with the business to try the same task while you listen rather than guide them. Note where they pause or make an incorrect assumption. You do not have to redesign everything to learn from the exercise. Fix the most important difficulty first, then test again. Cofi’s discussions provide a place to compare observations with other owners.
Three actions to try
- Choose one real customer task.
- Ask an unfamiliar person to try it without coaching.
- Improve the point that creates the most confusion.
Questions and answers
What if the feedback is uncomfortable?
Treat it as information about the experience, not a judgment of your effort. Ask for a concrete example you can investigate.
Where can I ask questions and find more free help?
Cofi Business Network is 100% free. You can meet other business owners, share experience and explore practical ideas. Join whether you are starting out or already running an established business.
Join the free Cofi Business Network
Join the Cofi WhatsApp group to connect with the network and receive updates. Read about Cofi Business Network and explore our free small business resources. For meeting information, email info@digitalsolutions.help.