User experience design, often called UX design, is the work of making a website, app, or form easy and pleasant to use. It covers what people see, what they click, and how many steps it takes to get what they came for. For a small business, good UX often decides whether a customer books, buys, or gives up. A salon's booking page that asks for a phone number before showing times will lose people. A shop with a checkout that works badly on phones will see carts left behind. Good UX starts with watching real customers use your site, not guessing. AI can suggest improvements and spot where people drop off, but it can't tell you how your customers feel, so ask a few of them.
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