Customer Experience Jumpstart

January 2014, Lee Duddell

Digital Experiences

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

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

3 tips to a great Digital UX

1. Insight not Data

BUT, they only answer…

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

Not “Why?”

A data story

• 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

2. Build empathy

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.

Or like this?

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

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

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

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

3 slides on WhatUsersDo

UX Insight Platform

You

Our approach

Find out WHYThank you