Why Casper exemplifies a good user experience
A direct-to-consumer mattress startup is dominating the UX game
It’s no secret that a “good” user experience (UX) is a key ingredient to any successful product. Increasingly, companies are realizing the benefit of designing their product in a way that minimizes pain points and enhances satisfaction. However, it’s not so evident at what point in the process this so-called “good” UX begins, and subsequently ends.
Some companies tend to focus their efforts on redesigning their website, while ignoring what happens after a user purchases their product or leaves their site. Businesses that are aware that the experience does not cease once the purchase is completed, are the ones that will ultimately see the most satisfaction from their customers.
So, what exactly qualifies as a good UX?
While the definition of UX can be somewhat subjective and fluid, there are certainly qualities that every product (digital or physical) with superior UX employs. Some adjectives commonly associated with a good user experience are useful, seamless, usable, affective, and meaningful.
Creating an experience that is useful, easy to use and understand for all types of users is a key ingredient for a quality user experience. Contrary to popular belief, making something look pretty does not always mean it provides a pleasant experience for an individual. While it can be nice to look at a beautiful user interface (UI), that is not the sole purpose of UX design, nor the main outcome.
Rather, the goal of improving the overall UX of a product deals with creating something that is an effortless, useful, and valuable experience for the user.
3 Ways Casper Exemplifies Good UX
Below are a few reasons why Casper does a superior job at guiding their customers through an enjoyable journey.
1 — The effortless experience does not end when the purchase is completed
From the moment your curser hits the landing page to the moment your head hits the pillow on your brand new mattress, the entire experience is enjoyable. Each step is meant to be seamless, with as little pain points as possible. Casper designed the whole process in a way that is simple and easy to understand.
When the mattress arrives on your doorstep it is contained into a box a quarter of the size of the actual mattress. Easy-to-follow directions are provided on how to open the box and unfold the mattress. There are just a few simple steps that need to be completed until you can use the product. Pain points are completely minimized, if not fully diminished.
2 — Their website is easy to navigate
Filled with pictures and diagrams, the Casper website is easy on the eyes and can quickly be understood. While there is a lot of information packed on the site, it is done in such a way that it does not feel overwhelming or cluttered. The text is broken up with images in between, which makes it easy to follow along.
The site has a relaxed and calm feel to it, which makes sense given it is a sleep-product company. However, not all businesses have sites that are consistent with the product they are offering. It’s important to keep the brand and product consistent with each other when designing a website. Casper certainly does a good job of enticing a customer to purchase a mattress for a better night of sleep.
3 — The return process is second to none
Many companies fail to realize that the return process should be as simple as the purchase process. Making it nearly impossible for a user to return a product will only leave a bad taste in their mouth. Casper ensures to make it as simple as possible to return your mattress, or any other product you purchase from them. Not only does Casper come pick up your mattress, but they will also donate it to a local charity at no extra cost.
They truly provide the best of both worlds in this situation, as the customer does not have to go to any trouble to return their mattress. The user can also feel good about returning the product, knowing that it will go to a local charity. This also shows that Casper is generous and trustworthy, which leaves the customer with positive thoughts about the company. Thus, the consumer will likely think of Casper the next time they or a friend is in search of a sleep product.
The key takeaway here is that Casper is putting the user at the forefront every step of the way. This idea is not complex nor unprecedented, yet many companies are still missing the mark when it comes to creating a quality user experience for their consumers. However, I believe that changing products so that they are geared toward the user is increasingly becoming prominent in the tech space. So props to Casper for keeping up with the trends and designing a very comfortable mattress! :)
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