Linus GregoriadisResearch Director Econsultancy.com

Andrew Warren-PayneSenior Research AnalystEconsultancy.com

linus.gregoriadis@econsultancy.comandrew.warren-payne@econsultancy.com

http://econsultancy.com

User Experience Survey Report 2013

In association with WhatUsersDo

Tweet using #WUDUX

| User Experience Survey Report Tweet #WUDUX| 2

More than 1,400 survey respondents

| User Experience Survey Report Tweet #WUDUX| 3

52%

29%

19%

Client-side

Specialist UX agency or consultant

Agency (full service, design and build)

| User Experience Survey Report Tweet #WUDUX| 4

“Which department do you work in?”

Mar

ketin

g

Web

dev

elopm

ent

Busine

ss o

wner

User e

xper

ience IT

46%

12%

7% 7%4%

The intention

The reality

The reasons

The future

The intention

The reality

The reasons

The future

| User Experience Survey Report Tweet #WUDUX| 7

“Good user experience just makes sense.”

“Optimising the user experience will improve conversions.”

95%

93%

| User Experience Survey Report Tweet #WUDUX| 8

74% 72%

44%

31%

“What are the most important business benefits of improved user experience?”

| User Experience Survey Report Tweet #WUDUX| 9

“Historically, UX teams didn’t discuss financial metrics as much as they should have… In the current climate everyone is a lot more

focused on the business objectives of their websites.”Chris Gibbins, Head of User Experience, RedEye

Photo credit: nkzs on stock.xchng

| User Experience Survey Report Tweet #WUDUX| 10

Nearly eight out of 10 say their company is committed to delivering the best possible user experience.

78%

| User Experience Survey Report Tweet #WUDUX| 11

Good UX leads to customer satisfaction

We can strengthen the brand, improve sales and

conversion

Providing a good user experience is paramount to the success of our web

presence.

User experience is akin to customer service.

A better user experience is more greatly shared

socially.

| User Experience Survey Report Tweet #WUDUX| 12

Nearly eight out of 10 say their company is committed to delivering the best possible user experience.

Less than half rate their user experience as ‘excellent’ or ‘good’.

78%

44%

The intention

The reality

The reasons

The future

| User Experience Survey Report Tweet #WUDUX| 14

“There is still clearly a lag between intention and outcome.”Tom Wood, Partner, Foolproof

Photo credit: R Henlsey on flickr

| User Experience Survey Report Tweet #WUDUX| 15

“What are the main barriers to improving user experience?”

Lack

of b

udge

t

Lack

of i

nter

nal r

esou

rce

Infle

xible

IT in

frast

ruct

ure

/ plat

form

s

Insu

fficie

nt IT

/ te

ch re

sour

ce

Compa

ny c

ultur

e

45%38% 36% 36%

28%

| User Experience Survey Report Tweet #WUDUX| 16

“Is user experience represented at board level in your organisation?”

24%

76%

YesNo

| User Experience Survey Report Tweet #WUDUX| 17

“User experience should, without any question, be represented at board level.”

Paul Rouke, Head of Usability and Conversion, PRWD

Photo credit: 4seasons on sxc.hu

| User Experience Survey Report Tweet #WUDUX| 18

of companies use KPIs based on web analytics to measure user experience.

75%

| User Experience Survey Report Tweet #WUDUX| 19

“How can one quantitatively measure a user experience? I think this perhaps confirms the inability to deliver a great user

experience in some companies.” Dominik Piatek, Front End UX Developer, Econsultancy

| User Experience Survey Report Tweet #WUDUX| 20

Make user experience improvements based ‘on hunches’62%

Photo credit: 123dan321 on stock.xchng

| User Experience Survey Report Tweet #WUDUX| 22

“Does your organisation conduct any user experience testing?”

Yes Not at the moment - but we will in the next 12

months

No and no plans to do so

55%

33%

12%

| User Experience Survey Report Tweet #WUDUX| 23

Photo credit: dipfan on flickr

only conduct user experience testing on new or major releases.39%

say testing is fully embedded in their design and development lifecycle.35%

The intention

The reality

The reasons

The future

| User Experience Survey Report Tweet #WUDUX| 25

“Why does your organisation not conduct any user experience testing?”

No bu

dget

Limite

d IT

/ te

ch re

sour

ce

Mor

e co

ncer

ned

with tr

affic

acq

uisitio

n

Not c

onvin

ced

abou

t the

bus

iness

cas

e

50%46%

14% 11%

| User Experience Survey Report Tweet #WUDUX| 26

of agencies say they always promote user experience testing, but their clients don’t want it.

58%

| User Experience Survey Report Tweet #WUDUX| 27

Agencies: “Are you providing user experience testing on an ongoing basis?”51%

29%

10% 8%

Agency respondents

| User Experience Survey Report Tweet #WUDUX| 28

“This is the key challenge for user experience testing: how to make it business as usual, rather than fought for on a project-by-

project basis.”Simon King, Founder and Director, Origin Experience Design

Photo credit: Magnus D on Flickr

The intention

The reality

The reasons

The future

| User Experience Survey Report Tweet #WUDUX| 30

Those who don’t test will be doing so

73%of companies not testing now will be doing so in the next 12 months.

| User Experience Survey Report Tweet #WUDUX| 31

of companies conducting testing plan to increase their budgets over the next year.

49%

| User Experience Survey Report Tweet #WUDUX| 32

Mobile testing yet to be the normDevices being tested by companies

Fixed web Smartphone iOS

Tablet iOS Smartphone Android

Tablet Android

91%

42%

33%

25%

12%

28% 47%Penetration

| User Experience Survey Report Tweet #WUDUX| 33

Summary

There is a gap between the intention of companies to offer a great user experience and the use of best practice.

Lack of budget is the primary reason behind companies not conducting testing and improving user experience.

User experience testing is seen as an ‘add on’ rather than business as usual.

More companies will be testing their user experience over the coming year.

| User Experience Survey Report Tweet #WUDUX| 34

The full report online

Download the full reporthttp://econsultancy.com/reports/user-experience-survey-report

All rights reserved. No part of this presentation may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage and retrieval system, without prior permission in writing from the publisher. Copyright © Econsultancy.com Ltd 2013.

Check out the following

@whatusersdo User Experience Insights