Customer Experience JumpStart

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Customer Experience Jumpstart January 2014, Lee Duddell

description

WhatUsersDo Founder, Lee Duddell, explains three challenges facing CX Execs as Digital touch-points grow and offers tips on how to overcome them. The Internet Retailing Customer Experience Jumpstart Conference was held in London on 29th January 2014.

Transcript of Customer Experience JumpStart

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Customer Experience Jumpstart

January 2014, Lee Duddell

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Digital Experiences

• 3 challenges• 3 tips to great digital experiences• 3 things about WhatUsersDo

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3 challenges for 2014

• It’s multi-channel digital; but you’re not from a digital background

• There’s plenty of BIG data; but you lack insight• You need to change culture

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3 tips to a great Digital UX

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1. Insight not Data

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BUT, they only answer…

• What?• When?• Where?• How many?• For how long?

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Not “Why?”

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A data story

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• Because it’s hard to checkout• Because they want the full experience

67%of users start on a SmartPhone& finish on a computer (Google)

Final data story

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2. Build empathy

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Like this?

CEM: We have noticed a high bounce rate on product pages with Tablet users.DEV: Yeah, we’ll add it to the list, might be a UI problem.

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Or like this?

See how compelling a UX Video can be on the next slide.

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DEV: Holy sh*t, that’s up the queue! Did you really need to share that with the Board though?

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3. Avoid these (won’t work in digital)

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The UX Video on the next slide shows how an “over designed” page can lead to a poor experience

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3 slides on WhatUsersDo

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UX Insight Platform

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You

Our approach