Using User Experience To Differentiate Brand Loyalty

Continuing this series ➡️ Here’s the next key attribute behind a successful venture: an obsession with user experience. In every startup I’ve led—including HOPPR —I’ve found that if your product isn’t frictionless and intuitive, everything else can crumble around it. Why User Experience (UX) Obsession Fuels Success: 1. Loyalty Over Price When customers love the experience, they’re far less likely to chase discounts elsewhere. It’s that intangible “stickiness” that keeps users coming back—even if your product isn’t always the cheapest. 2. Behavior Change Made Easier According to BJ Fogg, PhD’s Behavioral Model, Behavior = Motivation × Ability × Prompt. A great UX reduces friction (making it easier to act) and provides timely prompts—resulting in higher user adoption. Make it so easy that user doesn’t need to be motivated to use your product. 3. Tangible Value Creation Look at healthcare: A great user experience can literally improve outcomes. For instance, at Hyperfine, our patient value equation was“Patient Value = Image Quality ÷ (Time × Friction)”. If the product is clunky and time-consuming, you lose that patient-value edge. My Take: I’ve spent years applying these principles in healthcare. By simplifying complex workflows, you reduce cognitive load and let people focus on what truly matters—patient outcomes, not button clicks. Whether you’re implementing AI solutions, consumer health kiosks or portable imaging devices, a frictionless experience is often the difference between a product that gets used and one that gets shelved. How to Make UX Your Superpower: 1. Use BJ Fogg’s Behavior Model Map out how easy it is for users to take action and when they need a “prompt.” If motivation is high but ability is low (or vice versa), your product won’t deliver. 2. Quantify “Friction” Especially in healthcare, measure the time, steps, or complexity your user interface. Reduce that friction to increase “Patient Value”—whichever equation your solution tackles. 3. Iterate Early, Iterate Often Gather feedback from real users in real scenarios (like a busy clinic). Little hiccups in a lab can become massive pain points in the wild—catch and fix them fast. First 5 users will identify 80% of your UX issues - you don’t need a lot to get it right. Pro Tip: Empathy is your secret weapon. Put yourself in your user’s shoes—from patients to clinicians to everyday consumers. If any part of the journey feels cumbersome, that’s your next innovation target. Your Turn: What’s one experience you’ve had—healthcare or otherwise—that felt so easy, you actually enjoyed the process? Comment below! #UserExperience #BehaviorDesign #HealthcareInnovation #Entrepreneurship #PersuasiveTechnology

Starbucks was widely lauded as a trailblazer in the customer loyalty space, offering an easy-to-use mobile app with built-in online ordering. But that’s now changing. In the US, 31% of Starbucks’ sales now come from the mobile order and pay feature. Trung T. Phan explains that while this capability has enhanced convenience for customers, allowing people to obtain their morning coffee as quickly as possible with no human interaction required, it’s worth remembering that former CEO Howard Schultz originally built Starbucks as a "Third Place" – a community hub where people could gather outside of home or work. This "Third Place" ethos justified Starbucks' premium prices by offering not just a decent product but also modern interiors and a welcoming environment. However, the increasing digitalization of the business is slowly eroding the brand's soul. Ironically, while the mobile app offers convenience, it has often contributed to longer wait times and has diminished the communal experience that once defined Starbucks. This technological shift has turned baristas from quasi-artisans into assembly line workers, and often to the detriment of product quality. Meanwhile, mom-and-pop cafes have been able to gain market share by successfully capturing the old "Third Place" vibe that Starbucks is losing. When rethinking customer loyalty strategies centered around the digital experience, It’s crucial to address this loss of the "third space" – those intimate brand-customer relationships. While loyalty apps bring numerous benefits, they shouldn't come at the expense of a personalized customer experience or the sense of community fundamental to the cafe experience. There are ways to restore these connections without sacrificing scale via features like AI-powered personalized rewards, immersive multiplayer games, and compelling referral programs. These elements not only engage customers but also rebuild the communal atmosphere that fosters loyalty. To preserve close brand-customer relationships in the face of rapid digitization, it’s crucial for brands to balance digital convenience with the personal touch that makes them memorable for customers.

Not All Products Are Created Equal: Function, User Experience, and Brand Cohesion Creating a product that works is only part of the equation. The best products combine function, user experience, and brand identity to deliver a solution that’s effective, intuitive, and aligned with the brand. Here’s how different approaches to product design compare: 1. The Functional Product: All Function, No Experience This type of product performs its core function as intended, but without considering user interaction, it falls short. It might be uncomfortable or difficult to use, frustrating users despite its technical reliability. Key Flaw: It lacks user-centered design, which can lead to poor adoption and dissatisfaction. 2. The User-Experience-Driven Product: Great Experience, Weak Brand Cohesion These products are intuitive and enjoyable to use, but without alignment with the brand’s identity, they create a disjointed experience. A product that feels disconnected from its brand misses an opportunity to reinforce brand loyalty. Key Flaw: Delivers on user experience but fails to strengthen the brand story. 3. The Holistic Product: Where Function, Experience, and Brand Meet The best products combine function, usability, and brand identity. They not only solve a problem but also embody the brand’s values, creating a unified experience that builds loyalty. Think of Apple’s seamless blend of design, usability, and brand recognition. Key Strength: This product works well, enhances user experience, and strengthens the brand connection, fostering loyalty. Key Takeaways • Function Alone Isn’t Enough: Usability is critical for long-term success. • User Experience Without Brand Cohesion Falls Short: Great usability must reinforce the brand to maximize impact. • Holistic Design Wins: Products that combine function, user experience, and brand cohesiveness create meaningful, lasting impressions. The Bottom Line: A product must deliver on function, user experience, and brand identity to stand out in today’s market. Holistic design is what creates lasting value. #HolisticDesign #UserExperience #BrandCohesion #DesignMatters --- I'm Jonathan Thai , a seasoned Silicon Valley designer with over a decade under my belt bringing products to life. Through Hatch Duo LLC and more, I've crafted, invested, and steered ventures to the forefront of innovation. Considering a game-changing product or venture? Check out our design studio here: www.hatchduo.com Youtube: https://lnkd.in/g5VRjGzc Want to try our AI Tools? www.theflo.ai