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Stage one creds Stage one creds Presentation Transcript

  • Understanding whatusersdobuild brand loyalty, attract more customers and generate more sales
  • How does it work? and automated• We’ve recruited an International panel of internet users•You set them tasks online• We record their voices and screens as they complete the tasks• Within hours you can watch videos of their experience
  • So what can I test?Anything and everything that be rendered in a browser….all of the time• User experience test a live website or prototype / wireframe• Benchmark vs competitors• Watch people search or discover destination sites• Get feedback on surveys and email marketing• Get feedback on designs, layouts and treatments
  • Alongside analytics• Analytics only gives you half the picture – Analysis of traffic, where visitors come from, what they do – tells you what is happening but not why• WUD gives a uniquely different insight that gives you a much fuller picture of what’s happening and WHY – get to understand intent/sentiment/reactions/reservations• Used WUD alongside GA/Comscore not instead of them – They are mutually compatible and supportive
  • DRL Limited is the UK’s largest online Lovehoney is a leading online retailer of sex toys andkitchen appliance specialist, with a total of other adult products.12 websites.Challenges• They traditionally had a “who shouted loudest” Challengesapproach to the design of the site • Previously had done extensive lab testing but• Needed buy-in to a more User Centred looking for a quicker less expensive serviceDesign process • Increasingly found it hard to commit the time to• Looking to specifically increase sales lab testing needed a simpler process(and other conversions) and decrease • Looking to specifically increase sales (and othersupport costs conversions) and average order values SolutionSolution • Initially they ran a small scale test on their• DRL purchased 125 Test Videos primary website• DRL used crowd-sourcing across the • Then ran benchmarking and competitor testingbusiness to ensure senior management from “search” on 3 sitesall watched minimum 5 videos • Tagged the results internally (using the• 2000 user comments led to 1000 specific WhatUsersDo tool) and Multi Variant Testedsite actions insights & changesResults Results• Increased number of users to their site • With their MVT they knew what was happeningwho watched product videos by 36% but now they know“why”• Increased product to basket transactions • Reduced cart abandonment by 4%by 19% • Increased average order value by 12%• 9.5 % increase in overall sales
  • How does it work?
  • Let’s watch a video
  • You want results…
  • Thank you….. “ We use WhatUsersDo on a regular basis to improve the user experience of our website and since we started enquiries have gone up 22%.” Chris Wilds, MD, Communicator Corp “ It’s really valuable! Really quick and inexpensive. Watching the videos is both a humbling and exciting experience. We immediately made changes which are delivering value.” Ashley Friedlein, CEO of Econsultancy “ If buying 5 or 100 videos from WhatUsersDo doesn’t inspire you to transform your website...nothing will!” Mathew Lawson, Head of Conversion, DRL “ User testing provides the most powerful insights to business owners - WhatUsersDo is now one of our primary ways of achieving this” Paul Rouke, Head of Usability, PRWD