eFinancials 2011 - Jeroen Tjepkema - MeasureWorks

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eFinancials 2011 - Jeroen Tjepkema - MeasureWorks

  1. 1. @jeroentjepkemawww. .nl
  2. 2. Managing theMobile Experience Emerce eFinancials, 3 Novembe
  3. 3. obile brings HIGH expectati
  4. 4. nder time pressure
  5. 5. nder time pressure While on the move
  6. 6. nder time pressure Often one handed While on the move
  7. 7. obile Commerce?
  8. 8. Did you ever buy via mobil86 14 No Yes
  9. 9. nancials: Browsing, not buying 91 82 6 9 62 2 3 5 3 3 4 4 1 Netherlands United Kingdom United States Mobile research, did not buy Mobile research, bought via
  10. 10. rriers for mobile commerce3025 212015 1210 6 5 0 Too complicated Doesn’t feel secure
  11. 11. 74 718 46 40 40 20as fast as desktop Abandonment % above 5sec % Will not retun? % that goes to co
  12. 12. But wait!
  13. 13. ...there’s more ;-(
  14. 14. ..From this viewpoint4% of all users experience difficulty
  15. 15. 28% of mobile users didn’t execute
  16. 16. Beware! Slow Mobile Si 23%11% 62% 4% Behave more or less norm Throw their phones Scream at their phones
  17. 17. Impact on revenue?
  18. 18. 40 30 20 38% 33% 25% 10Page Abandonment 7% 0 2 to 4 seconds 2 to 6 seconds 2 to 8 seconds 2 to 10 seconds Change in page load time
  19. 19. JK3B"%"I33L?"E"!""#$%&()%(# !"#$%&$ !--*./&01(/" $" %" &" " #" (" )" *" +" $!" $$" $%" $&" $" $#"
  20. 20. JK3B"%"I33L?"E"!""#$%&()%(#*(+#,-.&/)#0121%,# !"#$%&$( !--*./&01(/1 !"#$%&$( 234&$(*5#6#" $" %" &" " #" (" )" *" +" $!" $$" $%" $&" $" $#"
  21. 21. eep your customer experience safe!
  22. 22. Every site has a business model
  23. 23. Organic Search ! Campaigns! Ad Network! Transactional site Visitor! Offer ! !" Upselling! Reach! Purchase step 1! !" !"#$%&$&$() Purchase step 2! !" Mailing, ! alerts, !" promotions! Conversion! !"*+,&$-.-&&$() Enrolment! /0.1()#$),+(&) !" Negative !" Positive
  24. 24. !" Media site Enrolment! Targeted! !" embedded add! Add Network! Visitor! !" !" Advertiser site!!"#$%&%"( )*#$+&(,-(./&"( !" Negative !" P
  25. 25. Immediancy
  26. 26. Immediancy Simplicity
  27. 27. Immediancy Simplicity Context
  28. 28. SearchRecommendations Daily de
  29. 29. 2.&)-#.34)) Organic Search ! Campaigns! Ad Network! 5&6&7),(&0,) Mobile Transactional site Visitor! Offer ! !" Purchase step 1! !" !"#$%&$&$() Reach! Conversion! !" Mailing, ! alerts, !" promotions!*+,&$-.-&&$() Enrolment! /0.1()#$),+(&) !" Negative !"
  30. 30. iPhone
  31. 31. 2. Mobile Performan
  32. 32. Should we just go with our website
  33. 33. Chrome: 2.54 sec.
  34. 34. Chrome: 2.54 sec. Android: 9.33 sec.
  35. 35. Score S 24 Adw 57 67 54 40
  36. 36. Across all platforms...
  37. 37. 0 26-10 27-10 28-10 29-10 30-10 31- MoneY ING IEX Binck Alex
  38. 38. 5 second threshold before abandonment0 26-10 27-10 28-10 29-10 30-10 31- MoneY ING IEX Binck Alex
  39. 39. 0 26-10 27-10 28-10 29-10 30-10 31- MoneY ING IEX Binck Alex
  40. 40. 5 second threshold before abandonment0 26-10 27-10 28-10 29-10 30-10 31- MoneY ING IEX Binck Alex
  41. 41. Impact of 3d Party Providers
  42. 42. 3. Mobile Experience
  43. 43. You
  44. 44. In terms of Mobile Experience?
  45. 45. 0 26-10 27-10 28-10 29-10 30-10 31- MoneY ING IEX Binck Alex
  46. 46. 2 second threshold before abandonment0 26-10 27-10 28-10 29-10 30-10 31- MoneY ING IEX Binck Alex
  47. 47. 8,5 7,9 4,6 4,6 3,7 3,8 3,5 3 2,3 2,3 2 1,81,2 1,3 0,9 0,6 MoneYou ING IEX Binck Alex ABN De Mo Nat
  48. 48. 8,5 7,9 4,6 4,6 3,7 3,8 3,5 3 2,3 2,3 2 1,81,2 1,3 0,9 0,6 MoneYou ING IEX Binck Alex ABN
  49. 49. Who’s driving?
  50. 50. Why like thisWho’s driving?
  51. 51. Why like thisWho’s driving? Where is he driving to?
  52. 52. Accounting:Web Analytics = What did they do?
  53. 53. What did Web Analytics = they do? Context:rformance Analytics = Could the do it?
  54. 54. Collect Mobile Experience data....
  55. 55. Where they use it?
  56. 56. Correlate: Web Performance Analytics
  57. 57. Mobile Performance vs. Social Sentiment
  58. 58. ould you recommend me?
  59. 59. ould you recommend me?17 18 19 20 21 22 23 24 25 26 27 28 29 30 Laadtijd Beschikbaar
  60. 60. ould you recommend me? Soci17 18 19 20 21 22 23 24 25 26 27 28 sentim 29 30 Laadtijd Beschikbaar
  61. 61. ould you recommend me?17 18 19 20 21 22 23 24 25 26 27 28 29 30 Laadtijd Beschikbaar
  62. 62. ould you recommend me? Social17 18 19 20 21 22 23 24 25 26 27 28 29 30 sentiment Laadtijd Beschikbaar
  63. 63. What if.....?
  64. 64. ese stats don’t apply to m
  65. 65. Check your web analytics for # pageview1 per browser type
  66. 66. Check your web analytics for # pageview1 per browser type Use your analytics to find out # placed2 orders per browser type
  67. 67. Check your web analytics for # pageview1 per browser type Use your analytics to find out # placed2 orders per browser type Test your site speed per (mobile) browser v3 webpagetest.org *
  68. 68. Check your web analytics for # pageview1 per browser type Use your analytics to find out # placed2 orders per browser type Test your site speed per (mobile) browser v3 webpagetest.org * Correlate # orders/pageviews per browse4 with site speed per browser
  69. 69. Questions
  70. 70. nks! More questions?jtjepkema@measureworks.nl jeroentjepkema

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