2. App Store is where it’s at. Meet your most powerful feedback tool
Your customers expect your app to work. Your mission is to meet, and potentially exceed this benchmark.
And yes, we understand that not everyone has the time or budget to initiate thorough user research. However, even if you don’t have time for full-on research, the least you can do is look at the app store ratings and reviews.
Both iOS App Store and Android Play Store showcase app ratings with and without reviews.
These reviews will help you understand (and prioritise) the most common customer pain points. Studying ratings with reviews will give you a more insightful perspective. Remember, these are people who care enough to spend time giving you feedback.
Reviews will also highlight if your app is specifically to blame, or if it’s a wider service issue. In our experience, most negative comments relate to the physical customer service supporting the digital products and services.
- Review and recognise patterns in the reviews to highlight the biggest pains your current users have.
- If most of the reviews talk about your app being slow or crashing, focus on improving app performance, then find and fix those visual and functional bugs.
- If the problems are wider than just the app, then your task is to improve the service where it’s currently doing the most damage.
- Make sure your confirmation emails and password reset emails are as fast and effective as possible. This can go a long way to improve the UX.