8 Habits of Customer-Obsessed Companies
Upcoming SlideShare
Loading in...5
×
 

8 Habits of Customer-Obsessed Companies

on

  • 1,506 views

Presented at FedEx World Usability Day by Amy Buckner

Presented at FedEx World Usability Day by Amy Buckner

Statistics

Views

Total Views
1,506
Views on SlideShare
1,505
Embed Views
1

Actions

Likes
0
Downloads
6
Comments
0

1 Embed 1

http://www.lmodules.com 1

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    8 Habits of Customer-Obsessed Companies 8 Habits of Customer-Obsessed Companies Presentation Transcript

    • AnswerLab enables clients to . . . AnswerLab enables clients to . . . learn l optimize i i validate lid
    • 1 5 2 6 3 7 4 8 Secrets of Their Success:  8 Habits of Customer‐Obsessed Companies
    • 1 5 2 6 3 7 4 8 eliminate risk.
    • User – Centered Design Process User Centered esign Process What do  Did it have  they need? th d? impact? i t? Can they  Can they use it?
    • 1 5 2 6 3 7 4 8 know your customers. customers
    • Top 100 Customers T 100 C t
    • 1 5 2 6 3 7 4 8 study the competition. competition
    • COMPETITOR
    • Post Redesign Metrics Post Redesign Metrics 268% 240% CONVERSION ORDER SIZE
    • 1 5 2 6 3 7 4 8 validate i concepts. concepts
    • 600  Customers C t Outcome 1. Active  1. Active 1. Would  Users Adopt 2. Some  2. Went  Would  Inactive Adopt 3. Never  3 N 3. Still Not  3 S ill N Used Interested
    • 1 5 2 6 3 7 4 8 iterate designs. designs
    • Iterative Testing Process It ti T ti P Iterate Iterate Test 1 Test 2 Test 3
    • Two‐Week  Design Sprint
    • Monthly Rolling  y g Studies
    • 1 5 2 6 3 7 4 8 be creative creative.
    • HR /  Some  Paper  Make‐shift  Finance  Useful  Prototypes Lab Employees Insights
    • 1 5 2 6 3 7 measure 4 8 your impact. impact
    • The  Sandwich Baseline Measures Design, Test, Develop, Launch Re‐Test Measures
    • The  h Wheel Monthly y Quarterly
    • Benchmark Measures: • Brand Impact • Satisfaction / Ease of Use • Calls to Action • Task Success • NetPromoter • User Experience 75% Overall Site (Post Task 1) (Top 2 Box: 6/7 50% Clinical Trial (Post Task 2) 25% ngs) p ratin 0% Pipeline (Post Task 2) 2007 2008 2009
    • 1 5 2 6 3 7 use 4 8 the right g methods. methods
    • lab‐based  ethnographic research usability heuristic reviews remote  remote A/B testing t ti usability behavioral beta testing tracking Intercept surveys focus groups quantitative user experience research i i i h eye tracking t ki mobile testing syndicated research
    • What’s  How do we  How do we  wrong with  wrong with drive online  make this a  this new  success the  orders? home page? home page? first time? Focus  Usability  A/B Testing Groups g Testing Beta  Intercept Intercept Testing
    • 1 eliminate risk. 2 know your customers. 3 study the competition. 4 validate concepts. lid t t 5 iterate designs. g 6 be creative. 7 measure your impact. 8 use the right methods.
    • Secrets of Their Success  f h i 8 Habits of Customer‐Obsessed Companies b f b d