5 real-life product experience examples and how to emulate them

If you want loyal customers, improving your product experience (PX) is the way to earn them. But what does that mean in a practical sense? How can you apply the PX ideas and principles that successful companies use in your own content and products?

This article gives you 5 examples of excellent PX that show what it looks like and how you can apply its principles yourself. 

1. Intercom

Intercom is a customer communications platform. It helps businesses manage customer relationships throughout their entire journey, from conversion to engagement to customer support.

How Intercom offers a great product experience

To use a tool like Intercom, businesses have to adopt certain processes and strategies: think collaboration on customer issues, event-based marketing tactics, and personalization marketing. Customers who don’t have these ways of working in place often struggle to implement Intercom’s software.

That’s why Intercom goes all-in on educational resources that serve people before they become customers. For example, their Onboarding Starter Kit: a 20-page PDF with actionable tips about what to get ready before you subscribe to Intercom, which also delves into each onboarding step—including how to measure success.

Intercom’s Onboarding Starter Kit download

The PDF wraps up with a customer story, including the company’s exact onboarding flow and the results they’ve achieved with the software. Other examples include The Beginner's Guide to Real-time Sales and The Nurture Starter Kit.

Benefits of this product experience

Intercom’s educational PX sets the user up for success even before they’ve become a customer. Once they learn about the value of Intercom’s sales and marketing tactics, they’re much more open to paying for a tool that will help them learn and implement them quickly and easily.

How you can create a similar experience

To implement Intercom's approach with your own product experience, look at qualitative PX metrics, like feedback from:

• Customers with high vs. low NPS® or CSAT scores

• Churned customers

• Customers who completed a task quickly vs. those who abandoned it

This will reveal the difference between your successful customers and those who haven’t seen success with your product. You’re looking to answer the question: are successful customers equipped with the knowledge and strategies that help them make the most of your product compared to unsuccessful ones?

If the answer is yes, this is your sign to build educational resources to set customers up for success.

💡 If you’re using Contentsquare Contentsquare lets you launch surveys on specific pages—for example, cancellation or task completion pages. These are the best spots to ask questions like “What made you cancel your subscription?” or “What’s stopping you from moving to the next step?”—questions that shed light on what to include in onboarding resources.

Start with multiple-choice questions and follow up with open-ended ones that let users explain the score they selected. If you’re not sure how to structure your survey, check out Contentsquare’s library of survey templates or use our AI survey question writing tool. 

 The churn survey template is an excellent starting point 

2. Contentsquare

Contentsquare (that’s us 👋) is an experience intelligence platform that helps companies really understand users: their motivations, their expectations, and their end-to-end journey to becoming customers. 

An all-in-one suite, it offers every product and experience analytics tool you could possibly need to grow your business, in one friendly interface.  

How Contentsquare offers a great product experience

Contentsquare makes a big promise: our platform helps you understand how users experience your digital spaces, so you can prioritize changes based on real user needs. But no one wants to invest weeks to get those insights—or to hire a new team member to manage them. 

That’s where Contentsquare nails PX: new users can get the platform up and running in as little as 10 minutes, and once it’s launched, it’s intuitive enough for the whole team to use. 

Contentsquare’s sign-up screen 

First, sign up for a free account with your name, email address and password—no credit card required. Once you're signed up, the onboarding flow helps you install Contentsquare on your website in minutes.

Customers tell us that even non-technical team members master Contentsquare quickly and go on to discover game-changing insights.

Prior to Contentsquare we were using a different tool at John Lewis, but our designers struggled to adopt that tool. The main difference that Contentsquare brings is how easy it is to access insights and get people to the point where they're unlocking a lot of insights very, very quickly.

Antonio Arevalo

App Experience Design Manager, John Lewis & Partners 

Besides generally smooth UX, there are two reasons Contentsquare is so easy to work with. Firstly, its tools are extremely visual, so anyone can understand your data points at a glance. For example, Journeys turns your customer journey data—traditionally a hard thing to visualize and draw insights from—into a sunburst-shaped diagram. This way, you can spot pages where users drop off and optimize them.

Journeys makes it easy to understand your customer journey data and spot opportunities for improving your conversion rate 

Secondly, Contentquare offers a comprehensive range of tools that connect to each other, making it easier to discover and substantiate insights. If you’re using Error Analysis to understand the size and reach of a bug, you can click through to watch session replays of the issue in action. If you see in your product analytics dashboard that conversions have dropped, you can view heatmaps that explain why this is the case. 

Benefits of this product experience

Contentsquare’s ease of use gives it a low time-to-value for clients, which—for fast-moving businesses—is a clear benefit over analytics tools like Google Analytics 4 that require a longer period of set-up. This same usability means that Contentsquare can be adopted by cross-functional teams, including users who wouldn’t usually touch experience analytics tools. This improves customer retention, since the tool gets embedded within the culture of a whole company rather than just a single team. 

How you can create a similar experience

To ensure your product has a low time-to-value and good usability, think about these questions:

• Where do people get stuck after signing up?

• Where do people get confused when using your tools for the first time? For the nth time? 

• Is there confusion or a lack of information? Bugs? UX issues?

To find answers to these questions, use a tool like Contentsquare’s User Tests to run unmoderated user testing on your platform. This involves setting users a task on your site (such as: “Set up your account and update your profile”) with no further instructions, and recording their attempts to complete it. It will reveal UX issues and areas where your site is difficult to navigate. 

Use these learnings to remove obstacles and build a seamless product and user experience.

3. Webflow

Webflow is a no-code website builder. It works as a visual canvas for creating all types of websites, like ecommerce sites, blogs, and portfolios.

How Webflow offers a great product experience

Webflow’s website builder is powerful but comes with a steep learning curve. When you create a fresh project, here’s what you’ll see:

Webflow’s user interface

It’s not exactly obvious how to start building—yet more than 3 million designers use Webflow to run their businesses. 

Why? Webflow offers great educational content. Their onboarding email points you to a tutorial—the Webflow 101 crash course—that can help you get started in just 2 hours. When users are ready to work on more complex projects, Webflow University supports them in that process, too.

Benefits of this product experience

The Webflow 101 crash course gives new Webflow users a sense of achievement, showing them they can learn the software faster than they might have thought. It helps replace any feelings of frustration or overwhelm with ones of possibility. 

How you can create a similar experience

If your user was sitting next to you and trying to use your product for the first time, what would make their head turn to you to ask for help? That’s where you should start when mapping out your educational content.

💡 If you’re using Contentsquare

Every product has a learning curve—to discover the points at which yours gets too steep, use Contentsquare Surveys. 

The tool lets you target a survey to appear only to new users or users in their first session on your site. A few questions help you discover where new people get stuck in their own words—insights you can use to build out your educational content.

Contentsquare offers 40+ survey templates to help you get feedback quickly 

4. MyDeal 

MyDeal is an Australian retail marketplace that connects people with the best deals on home and lifestyle products. It offers a friendly, almost gamified user interface that delights customers. 

How MyDeal offers a great product experience

MyDeal makes shopping for lifestyle items fun: it’s in their brand identity to offer a pleasant UX. In their own words, “To us, value is more than just a great price—it’s about the entire customer experience.” 

MyDeal’s homepage treads the line between dynamism and clarity. When you land, there’s a visually engaging carousel of hot offers. Below that, there are icons of more of the day’s best deals: think enticing photos and product descriptions, plus details on how long each deal will run for to generate excitement.

MyDeal uses moving elements and a high-key color scheme to grab users’ attention 

Besides this visual interest, MyDeal works hard to ensure their site runs smoothly: they keep on top of their Frustration score—a Contentsquare metric that calculates the amount of friction users are experiencing.

The MyDeal team recently saw a spike in their Frustration score which turned out to be a new error in the checkout process. They dug further using heatmaps, which revealed customers were clicking up to 5x more than usual on a credit card form field. They investigated the issue, fixed it, and conversions quickly rose by +2%. 

“We’re able to share all this customer behavior insight—the specific device details, the session replays, and the real-time data—with our developers who can then find out what’s wrong and make the right optimizations. This improves our team efficiency and means that together, we’re all building a better user experience.”

Kelly Truong

Experience Design Lead, MyDeal

Benefits of this product experience

Creating a visually engaging and smooth PX like MyDeal helps you to

• Provide the kind of delightful shopping experience that encourages customers to keep coming back

• Build a strong and recognizable brand identity around your great online experiences 

• Keep your conversions rate high—since you’ll be regularly repairing any bugs and UX issues that might have otherwise decreased conversions  

How you can create a similar experience

If, like MyDeal, you want to create an exciting ecommerce experience with minimal bugs and issues, you can: 

• Regularly update your site with offers to encourage visitors to return

• Add moving elements to your homepage to catch users’ attention  

• Use Contentsquare’s experience intelligence tools to spot where and why you’re losing customers, to inform optimization efforts 

5. Peepers

Peepers is a family-owned glasses retailer with a focus on unique and colorful styles.

How Peepers offers a great product experience

Peepers found a way to take the frustration out of buying glasses online: they created the Perfect Pair Finder, a quiz that helps users find the styles that suit them best.

Peepers’ style quiz

After answering questions about preferred shapes, colors, and strength, results show a few recommendations. There’s also a button to launch a virtual try-on experience.

Peepers’ style quiz results

This launches the camera and positions the pair of glasses on the user’s face, even as they turn their head.

Benefits of this product experience

The virtual try-on is an option for every pair of glasses Peepers sells, and is an excellent PX example on its own. But paired with the personalized quiz results, this feature makes it a seamless shopping experience—one that customers might even prefer over an in-store one.

How you can create a similar experience

You can create a similar experience by helping customers see themselves using your product, like:

• Plugging their own text or images into a website template 

• Using their camera to try on an item of clothing, jewelry, or footwear

• Viewing a sample report of their marketing channels

Build customer-centric product experiences

There’s something Intercom, Contentsquare, Webflow, MyDeal, and Peepers have in common: we prioritize customer needs, experiences, and behavior when planning product improvements, features, and launches.

Use these product experience examples to get inspired to educate your customers and empathize with them throughout their customer journey. The result—loyal customers, happy customers, more customers—will be worth it.

FAQs about PX examples