Gen Z doesn’t just use the internet. They constantly shape it. Born between 1997 and 2012, this generation expects everything online to be instant, seamless, and smart. One-click checkouts, real-time updates, and hyper-personalized experiences aren’t nice-to-haves — they’re the norm. If your UX falls short, they won’t hesitate to move on instantly. And maybe even call you out somewhere else. Here's what that means for your digital strategy.
What does Gen Z want from your digital experience? Short answer: speed, clarity, and complete mobile dominance. This isn’t the generation of desktop browsing and slow checkouts. They expect smooth, smart, and human-centered experiences everywhere they tap. Let’s break down what that really means.
1. Mobile-Only (Not Just Mobile-First)
For many Zoomers, using a desktop computer feels unfamiliar, something they mostly associate with school or work, not everyday life. Gen Z isn't just mobile-first. They're often mobile-only.
According to the 2025 CTAM Report, around 70% of Gen Z use their smartphones for shopping, and 62% feel comfortable completing purchases entirely on mobile devices, without ever touching a desktop computer. Design for phones first: use thumb-friendly buttons, short text, and support one-tap logins like Apple or Google.
2. Speed & Simplicity: One-Click or Bust
Frictionless checkout isn't a perk. It's expected. Zoomers have grown up with one-click ordering and instant booking. According to CMSWire, they expect "a frictionless, one-click experience across all services," while quitting a slow or unclear checkout path is common. NielsenIQ reports 24% abandon carts due to forced sign-up, and 48% due to unexpected fees.
3. Personalization with a Human Touch
Gen Z expects personalized content, but also wants empathy. They want experiences that reflect their preferences. Think "recommended for you" feeds or AI chat assistants. But if something goes wrong - like a delayed order or appointment - they expect real-time updates and real human help, not a dead-end bot. Brands that combine tech and empathy score points with this generation.
4. Social & Visual Shopping Power
Gen Z has blurred the lines between shopping and social media. According to Emplifi, over 51% have purchased directly through social media, and short-form video is their top discovery method for new products. Brands should offer shoppable posts, influencer content, and interactive visuals like AR previews or 360° views. Bite-sized visuals win over text-heavy layouts.
5. Authenticity, Values & Accessibility
This generation is skeptical of fluff. HubSpot–GrabOn 2025 shows that 29% are more likely to buy from brands with a real social presence, and 64% are willing to pay more to support brands whose values match theirs, especially around sustainability, diversity, or ethical treatment of workers. Make your UX inclusive (high-contrast text, alt-text, accessible navigation) and your messaging genuine and transparent.
So, to sum it up, here's a quick TL;DR for teams rethinking CX for Gen Z
So, to sum it up, here's a quick TL;DR for teams rethinking CX for Gen Z - Go mobile-first. Design and test on phones first.
- Cut the friction. One-click checkout, autofill forms, and transparent pricing.
- Personalize everywhere. Use data & AI for tailored product picks, but keep a human touch.
- Be social and visual. Sell on TikTok/Instagram, use short videos and influencers.
- Stay honest & ethical. Show actual values, practice accessibility, and engage Gen Z's ideals.
- Embrace omnichannel. Link your online shop, app, and real-world services into one seamless experience.
Gen Z's standards are raising the bar for everyone. Get their CX right now because by 2030, their buying power is estimated at $12 trillion. In other words, delight them today, and you'll own tomorrow.
Need help getting there? Our team works with companies that want to simplify and modernize their digital experience without the fluff. Let's talk about what your Gen Z-ready future could look like - schedule a consultation with our digital transformation experts.