Renovating an online service is an extensive process that requires careful planning and consideration of several different factors, so that the end result meets the needs of both users and business. Here are the most important things that should be taken into account when renewing the online service:

Customer orientation and user needs

• User understanding : Find out the needs, wishes and pain points of users using, for example, user interviews, surveys and analytics. Creating user personas helps to understand the different needs of target groups.
• Customer experience (UX) : Design the service to be user-friendly and intuitive. The customer experience should be smooth at all touch points.
• Customer Feedback : Utilize feedback from current users to identify and improve problem areas in the new version.

Business objectives

• Clear objectives : Define clear business objectives for the reform, such as increasing sales, better customer retention or expansion into new markets. These goals must be in line with the reform of the online service.
• Metrics and monitoring : Define the metrics used to monitor the performance and success of the online service, for example conversion rate, user engagement or customer satisfaction.

Responsiveness and usability

• Responsive design : Ensure that the online service works flawlessly on different devices and screen sizes, such as smartphones, tablets and computers. This is critical in today’s mobile-centric world.
• User interface (UI) : The visual design and user interface should be clear and easy to navigate. Avoid complexity and ensure that important functions are easily accessible.

Technical implementation and performance

• Load times : Website speed is an important part of the user experience. Make sure your site load times are fast on all devices, as slow pages can drive users away.
• Search engine optimization (SEO) : The technical structure and contents of the web service should be designed to be search engine friendly, so that the service can be found easily through Google and other search engines.
• Data security : Data security is of primary importance, especially if the online service processes personal data or payment information. Attention should be paid to information security matters already in the planning phase.

Content and information architecture

• Clear and up-to-date content : The content of the online service must be clear, up-to-date and relevant to the user. Use easy-to-understand language and make sure that the most important information can be found quickly.
• Content Management System (CMS) : Choose a content management system that is easy to use and scales according to your needs. This will facilitate site updates and extensions in the future.
• Information architecture : Build the website’s contents and navigation logically so that users can find the information they need quickly and easily.

Service availability and accessibility

• Accessibility standards : Ensure that the web service complies with accessibility standards (e.g. WCAG 2.1) so that even disabled users can use the site. This improves the usability of the service for everyone and may also be a legal requirement.
• Multilingualism : If the online service serves different language areas, make sure that the translations are of high quality and that the language versions work seamlessly.

Integrations and technical ecosystem

• System integrations : Make sure that the online service can be integrated with other systems in use, such as CRM, analytics tools or payment services. This makes it easier to manage the service and provides a better user experience.
• Analytics : Enable comprehensive analytics tools to track user traffic and understand how the web service is being used.

User testing and iterative development

• Testing prototypes : During the renewal, it is worth making prototypes and testing them with real users. This helps to detect problems before large-scale deployment.
• Iterative development : Don’t design a finished service all at once. Iterative development, where the service is constantly improved based on user feedback and analytics, helps to make the necessary changes flexibly.

Implementation planning

• Transition phase : Ensure that the current online service can continue to operate without interruption during the construction of the new service. A good plan to transition from the old service to the new one helps to avoid service interruptions.
• User training and support : If there are significant changes to the online service, ensure that support and guidance is provided to users. This can be instructions, videos or help from customer service.

Marketing and communication

• Communication of the reform : Inform customers about the upcoming reform so that they are aware of the changes and can prepare for them. This will reduce confusion and possible negative reactions.
• Digital marketing : After launching a new online service, make sure you market the service effectively in the right channels so that users find their way to the revamped service.

Summary

Renovating an online service requires accurate user understanding, technical know-how, a clear business strategy and an iterative development process. When these factors are taken into account, a user-friendly and competitive online service can be created that meets the goals of both the users and the business.