From onboarding to checkout, any minor glitches can cause users to withdraw from the app, considering the plethora of alternative options available to them. On the other hand, a glitch-free navigation system ensures an enhanced user experience. That is why, it is imperative for companies to never overlook a usability issue and it is definitely justified on the customer’s part to give up on an app if the issues interfere with the completion of the task.
The main goal of User Experience is to ensure that the platform fulfills the customers' needs in a smooth, convenient manner and confirms their long term loyalty to the product. That being said, it is quite challenging to determine the customers' needs, owing to their evolving needs. That is why it is imperative to track their behavior on the platform, get actionable insights, and make necessary changes to make the customer experience as pleasant as possible.