User experience issues -- Personalization vs. Customization

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The difference between Personalization and Customization. Also explored are user experience issues with personalization. Case study of personalization features in GMail, Amazon, My Yahoo !

Transcript of User experience issues -- Personalization vs. Customization

  • Vinay Mohanty & Devesh Jagatram Personalization vs. Customization User experience issues- A case study Friday, June 5, 2009 CONFIDENTIAL
  • Contents
    • Personalization - An Overview
    • Personalization vs Customization
    • Ideal Personalization Scenario
    • Best Practice Case Studies
      • Customization (My Yahoo!)
      • Personalization (Amazon & Gmail)
    • ANNEXURE - I
  • Personalization - An overview
    • What is Personalization? Personalization is the process of tailoring content to individual users' characteristics or preferences. It is a means of meeting the customer's needs more effectively and efficiently, making interactions faster and easier and, consequently, increasing customer satisfaction and retention.
  • Personalization - An overview
    • Web personalization is delivering different and unique content to each individual customer based on the customer's interests. It's your own version of the web site, a site just for you.
    • The real benefit of personalization occurs when an individual has an "aha!" experience that occurs when the content adapts itself based on the person's profile, and provides something new, different, and possibly unexpected.
  • Personalization vs Customization Customization Personalization You explicitly specify what you want. It gives explicit user control ( you are what you say you are ) E.g. choosing which information elements might be presented on a home page, choosing display colors, etc. Customization is at a generic "feature" level , where you see/hide etc what you want My Yahoo is an example of customization where you tell the site what you want Personalization uses implicit interests and learns what you like from your actions ( you are what you click on and what you buy ) E.g. getting the information related to ones preferences and regular activities Personalization is at the data/ content served level Amazon.com is an example of personalization where the latter learns your interests and adapts to your needs
  • Personalization vs Customization www.amazon.com Personalization my.yahoo.com Customization
    • A sample scenario depicting the ultimate goal of personalization. The holy grail of e-commerce is always to achieve a real world experience , online. Something like
      • Sales Person: "Hi, how may I help you?
      • Customer: "I'm looking for a new digital camera.
      • Sales Person: "Great, did you have a model in mind?
      • Customer: "Uh, no, I'm not sure which model I need. I was hoping you could help me.
      • Sales Person: "Great! Well, let me ask you a few questions ...
      • Personalization aims at creating such (like the above conversation) a compelling and strong user experience in on the web by anticipating the users needs i.e. the questions the customer is most likely to ask.
    Ideal Personalization Scenario
  • Best Practice Case Study for Customization
    • My Yahoo!
      • http://my.yahoo.com
    • Need for Customization
      • Prioritize content
      • User Controlled content
      • Customized Look & Feel for each user
      • Promote regular usage of My Yahoo!
  • Customization features in My Yahoo! Name Single point access with latest activities related to each service Single point access with latest activities related to each service
  • Customization features in My Yahoo! Choice of services to be listed (users can show / hide sections) Choice of services to be listed (users can show / hide sections)
  • Customization features in My Yahoo! Choice of colors / layout and other settings pertaining to UI Choice of colors / layout and other settings pertaining to UI Prioritizing services by specifying their placement on screen
  • Customization features in My Yahoo! Allowing users to add non-Yahoo! sections providing access to all frequently used services / sites from one point
  • Best Practice Case Study 1 :for Personalization
    • Amazon
      • http://www.amazon.com
    • Need for Personalization
      • Promoting sales of various products
      • Build a relationship that encourages the customer to return
      • Provide customized experience for online shopping to make it as real as in-person shopping
      • Target each individual customer differently by providing one-to-one marketing
      • Predict customer needs and purchase patterns
      • Identify customer characteristics by initiating 2 way communication
      • Make the interaction efficient and satisfying for both parties
  • Personalization features in Amazon Recording customer preferences by asking her to rate/tag products ( 2 way communication) Recording customer preferences by asking her to rate/tag products ( 2 way communication) Recording customer preferences by asking her to rate/tag products ( 2 way communication)
  • Personalization features in Amazon Advertisements related to whats on wishlists Advertisements related to whats on cart
  • Personalization features in Amazon Name Name Recommendations based on preferences of people with similar profile Recommendations based on preferences of people with similar profile Recommendations based on browsing history
  • Personalization features in Amazon Recently Viewed Items
  • Best Practice Case Study - 2 for Personalization
    • GMail
      • http://www.gmail.com
    • Need for Personalization
      • Promote sponsor sites
      • Predicting sites users might be interested into
  • Personalization features in GMail Informing users about sites they may be interested into based on their email communication
    • ANNEXURE - I
  • Why personalize the web ?
    • In an age of information explosion, personalization offers a way to focus on customers / users
    • Personalization doesn't waste time showing you what everyone else sees and then asking you to search or display / hide things
    • Better serve the customer by anticipating needs
    • Make the interaction efficient and satisfying for both parties
    • Build a relationship that encourages the customer to return for purchases
    Customer Database Business Applications
  • Types of Personalization
    • There are three types of Personalization:
    • Simple filtering
    • A site displays content based on predefined groups of site visitors .
    • Rules engines
    • In a rules based system, the site owner defines a set of business rules which determine what category of content is shown when a certain profile type visits the site.
    • Collaborative filtering The preferences of the community of people with similar characteristics are used to predict appropriate content.
    Decision Content 1 Content 2 Content 3 Content 1 Content 2 Content 3 User Users with similar preferences Recommended Content Similar preferences
    • Fill-in Profile/ forms: The user has to do lot of work filling complex questionnaires, which repels them.
    • Click-stream Analysis/ Web Usage Mining: It does group profiling, but privacy issues remain.
    • Cookies: Tag / identify the user and his browser, but security issues remain with cookies.
    • Measure directly by asking the user to rate products .
    • Collaborative Filtering: It is fast emerging as best practice for personalization as it doesnt have the above drawbacks.
    Approaches to gather user data & Best practices
  • Collaborative Filtering A Best Practice
      • In Collaborative Filtering, choice of content is based on the assumption that this particular user will value that which the like-minded people also enjoyed . The preferences of the community of