The customer mindset is rather simplistic understanding they have little to no idea about the coding or programming going on behind the curtains, but they rather focus on what is happening in the front. How the app looks, feels, performs and what it offers. While looking at the intro page of an app in the store and before clicking on the install button, a user already forms an image of what to expect from the app. And after the app is installed, it is all about how those expectations are met, exceeded or left unmet. Here are some core quality dimensions a casual user judges your app on, whether consciously or unconsciously:
1. UI Design
Even before downloading the application, the user looks at the available video and screenshots to see what the app design is like. And by design they mean the UI design, going into the aesthetics, color story, visual appeal, graphical elements included in the application. And because millions of apps are available on the store, it is of high importance how an app looks and feels like. Many users reported how they consider switching an app because of the boring or overly loud design. There is a little gray area where everyone (or most people) will feel comfortable so avoid being too drastic.
2. UX Design
Then after actually experiencing the application comes the challenge of how UX design inspires, impresses or disappoints the user. This is mostly about how the placement of certain buttons, widgets, and controls make using the app an easy or interesting experience. Customers usually are not consciously looking out for flaws in UX design, they just feel uncomfortable or irritated if the UX is not satisfactory thus damaging the reputation of the app in the eyes of that customer.
3. Quality Assurance
Another important aspect of the application is its performance. An app that consistently keeps crashing on a point has multiple bugs which are not fixed by the developers over the period of time or is generally flawed, will lose its quality perception among the users. When people value an organization, they leave suggestions for the developers to make the app better thus it is the duty of that organization to rectify the errors. Because if it is not the case then the users will have more than enough reasons to quit using the app or switch to another better one.
4. Ratings and Reviews
A perimeter for making an opinion based on available information regarding the application arises when the customer looks at the rating in the application store or decides to take a peek into the reviews section. That peek then transcends into a dive thus conflicting the opinions regarding whether to use or not the app. However, some of the critical reviews are meant to be taken constructively to see a chance of improvement. Being active in the reviews by responding to them nicely, politely and solving their problems by sharing alternate modes of communication will also help.
A dimension for judgment of quality is seeing whether the customer is hearing about the application from multiple sources or not. It means the company is effective advertising and the person is able to recall them by any means, for example, a recommendation from a friend, an advertisement during youtube video or something. An instance of brand recall or recommendation and bam! The customers will perceive your app as popular. Thus increasing the chances of them trying out the app with an open mind and optimism.