#5 Lean CX Comic – Make It Simple (Or They Will Leave You)
See all the Lean CX Comics here 
News Flash: People Aren’t Buying Your Complicated Products
It’s official. People prefer doing things that are easy. You’ve been in that situation, haven’t you? Something has been too hard, taken too long, been passed along too may times, so you left.
If it’s hard to use, fewer people will use it. Sure, there might be a small percentage who put in the time and work through it – maybe they really like you or your company, or maybe there is another benefit like status or money involved. But keep it complicated for too long, and they won’t stick around forever.
What Does “A Complicated Product” mean?
Saying something is complicated is all very well, but what does it actually mean?
In the book “The Lean CX Score“, David McLachlan outlines five scenarios for complicated products, called the Lean CX Wastes.
Lean Customer Experience means exactly that – the customer experience is streamlined and not full of wasteful things or experiences. Things such as having to redo something over and over, having to perform too many steps to get what a customer wanted, or being handed off between too many people or departments. If you’ve ever had to do any of those you will know what I mean – the experience can be frustrating and every wasteful step you are forced to perform grates on your patience just a little bit more, until finally you leave.
It Works Everywhere
Recent research into online shopping carts by the Baymard Institute found that the average online shopping cart experience had 14 fields, when they really only needed 7 for an ideal checkout flow. They also found that 35% of abandoned online orders were recoverable solely through a better checkout flow and design. The research is there, and it happens everywhere. Online checkouts are one thing we can simplify, but what about the work your teammates or employees do when delivering a product or service?
All the way through the value chain your business is making things more complicated than they have to be, which increases cost, increases the likelihood a customer will leave and reduces your profit as a result.
After all, in chasing the latest gimmick or management fad it is tempting to forget about the lifeblood of any business – your customers – and the money they bring by buying your product or service.
Reducing complexity in your product prompts more people to buy, and reducing complexity in the value chain that delivers your product lowers the cost of delivering it.
The Lean CX Score Is The Step-By-Step Framework For Making Things Simple
If complex products or services are the enemy of good customer experience, then it makes sense to use the Lean CX Score framework as a step-by-step guide to making things simple.
One of the Lean CX steps is called “One Step Flow”, where a customer can get what they want in one step, instead of many different steps over many different people.
You will absolutely love the Lean CX book, because it gives many different real-life examples of One Step Flow – from signing up to watch Game of Thrones in one step, getting the best Energy deal in one step, a hospital getting cancer scans and diagnoses in one step, posting a job ad in one step, and much, much more.
That is just one part of the Lean CX Score – imagine what you could do with the rest of it too?
If you want to improve your business, team, or job prospects, I highly recommend you read it today.
See all the Lean CX Comics here
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