UX, or User Experience, has become quite a hackneyed phrase in the digital industry. In a nutshell, the UX designer, seeks to solve a problem in a way the user isn’t even aware of. In digital this, typically, is get a user to ‘convert’. This conversion could be to buy something, click an ad or get in touch. The internet is a busy place with lots of competing brands who want to get the attention of the same set of eyeballs. A website that delivers a great UX will set the brand apart from the rest of the pack.

I experienced a website, and a company, that delivered a great UX experience the other day. And, the company in question probably paid very little for their website, but they way it was presented and the way they went about their digital presence was, to me, a lesson in perfect UX.

My drain was blocked…

We had garden renovated last summer. The builders when putting down the block paving inadvertently left some cement in the drain outside of my kitchen. A long with the usual build of ‘stuff’ that goes down ones drain over time this became a problem. So far, so boring. I couldn’t unblock the drain so, several bottles of caustic soda later, I asked Google for some help…

Drains 4 Less came up first in my map pack. They then featured first in organic SERPS. The reviews looked good so I clicked on their website.

The Ronseal school of Drain Cleaning websites

As you can see the website is ‘old school’ at best. The site is not mobile optimised but I got everything I needed to know. They’re a family business, they have been established for 15 years and, crucially, I knew that my unblocking my drain would cost £55. So then I called them…

It just so happened that they were in the area and could be with me in ten minutes, and they were. By the time I got back from drawing out some cash (ten minutes, there and back) they had finished the job. And also cleaned up the area. The guy told me his work was guaranteed for two weeks and to call me if there were any more problems — there hasn’t been.

The way this business presented themselves and delivered their service was second to none. My experience, as the user, was exemplary. So, if you are delivering a service, perhaps you don’t need to spend a fortune on a UX strategy, really good UX is as simple as being clear, and keeping your promises.