Welcome to the Topic “The Rise of Self-Service: Taking The User Journey One Step Further”

With every passing day, the world advances towards a new age. A few years ago, most people did not know how to order food using mobile phones. But slowly, technological advances, especially in online business, have pushed people to adapt and learn. Now companies must try and cater to the needs of a tech-savvy audience who require faster services.

To satisfy these needs, the concept of self-service gained momentum. After the two years of quarantine, the user journey ultimately progressed into an age of self-service. Online shopping is just one example that everyone is well aware of. But if you look closely, self-service has been adopted by many other industries.

Self-Service in Government Industries

Government agencies took the first step towards self-service to enable users. The main goal was to save time and help users avoid going through the trouble of standing in long lines to renew their license or file their tax returns. Now people fill those forms online and in the comfort of their homes.

Internet Banking

Government institutions and banks have also taken a step towards self-service. The concept of internet banking was initiated to improve customer satisfaction and provide ease of service. Although in the beginning, the services provided by online banking were limited to simple transactions like making a payment or checking the bank balance. But now, the functionality has been advanced so that people can apply for loans and mortgages.

Online Health Services

The pandemic played a significant role in the digital transformation of health services. The provision of the smartphone vaccine passports is the most prominent example of the world moving on from the process of issuing documents in a physical form and instead shifting the process online.

Also Read: The Future of Commerce in 2023: Adapting to the New Digital Landscape

Challenges faced while shifting to self-service.

Despite being a necessity in your business at this point, we cannot deny that the complete automation of your business can pose severe issues. Before taking a step towards self-service, all companies should consider the most significant issue affecting their performance, i.e., the costs.

The digital automation process will require a substantial budget to devise a proper strategy to implement this change. The costs of the technology needed to sustain this transformation will have to be acquired as well. So, blindly jumping into this endeavor would be suicidal.

Another issue that should be considered is how this shift will affect other jobs and what the target users want to see on the website.

Taking on such a vast project and attempting to make the change fully functional in one go is not possible financially. So, the project should be broken down into several steps. Each step should be taken as a separate project focusing only on the short-term goals. Each goal will add to the final long-term goal of the company, which is to incorporate self-service into the business. Nowadays, it is not just an option but indispensable for a fruitful business.

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