User Zoom Presentation iMedia Brand Summit March 2011
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User Zoom Presentation iMedia Brand Summit March 2011

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Managing the User Experience

Managing the User Experience

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  • 1. Online Research Solutions to
    Effectively Manage User Experience
    Arthur Moan
    Country Manager
    UK & Ireland
  • 2. The age of the empowered customer is here… HOW DO YOU COMPETE?
  • 3. Internet: the most inhospitable place on earth?
  • 4. Most people don’t like bad experiences…
  • 5. Experiences spread quickly nowadays
  • 6. 1
    Customer Experience Ripple Effect
  • 7. Most Organisations…..
    Deliver haphazard and chaotic customer experiences
    Don’t recognise that managing customer experience is a strategic imperative
    Fail to appreciate that customers are empowered like never before
    Talk about customer centricity but don’t practice it
    Are neglecting to systematically manage the customer experience
    Introduce customer experience initiatives but lack staff commitment
  • 8. It’s a real shame because...
    …the internet is the most measurable medium available to us.
  • 9. Return On Investment
    £>Attract > Convert > Retain
  • 10. Do You Know?
    The profile of the visitors to your website?
    What they came to do?
    If they can achieve their goals?
    If they are satisfied?
    Why they abandon?
    How likely are they to recommend you?
    If they prefer you over your competitor?
  • 11. Voice of Customer
    100% customized intercept layer
  • 12. Voice of Customer
    Persistent Voice of Customer Tab
  • 13. Voice of Customer
  • 14. New!
    Integration with Web Analytics
    Go beyond traffic data!
    • Who visits you
    • 15. What do they come to do
    • 16. Why they behave like they do
    • 17. How satisfied they are when they leave
  • Mobile Insight
    Mobile & Tablet browser support for Surveys and Site intercept (BETA): Survey your mobile visitors anywhere they access your site. With mobile and tablet support on surveys, the power is in your hands.
  • 18. GoalAccomplishment
  • 19. How Our Global Clients are Benefitting
  • 20. Some of our Global Clients
  • 21. How businesses are benefiting from UserZoom
    “Usability is one of the key focuses for our research team and UserZoom is
    already proving to be a versatile part of our usability research toolkit,
    complementing the other research we are doing, both in online and TV
    platform development. It will allow us the flexibility to increase the range of
    testing we do and turn projects around really fast. UserZoom is a feature rich
    and sophisticated product and the support they offer is second to none.”
    Suzanne Lugthart, Head of Online and VOD Research & Insight at ITV plc
  • 22. How businesses are benefiting from UserZoom
    • Over 2 years using UZ
    • 23. Over 50 studies
    • 24. International, competitive UX Benchmarking
    • 25. Cross w/ Google Analytics data
    HEART Framework: Happiness, Engagement, Adoption,
    Retention, and Task success.
  • 26. How businesses are benefiting from UserZoom
    • Over 20 studies
    • 27. 50% international
    • 28. Prototype testing
    • 29. Card Sorting
    • 30. Typically test with 500-1000 users
  • How businesses are benefiting from UserZoom
    • Over 60 studies
    • 31. 20 user accounts
    • 32. Online/remote usability testing
    • 33. Lots of online surveys as well
  • Take Away Today - Accept that your baby may be ugly!!
  • 34. Thanks so much for your time!
    Check out our upcoming events at
    Sunnyvale (USA)
    440 N. Wolfe Rd. Sunnyvale,
    CA 94085
    Phone: +1 (408) 524 7445
    Contact: Alfonso de la Nuez
    Barcelona (Spain)
    Av. Diagonal 419 3º 2ª 08008 Barcelona Phone: +34 93 414 7554 Fax: +34 93 209 8380 Contact: Xavier Mestres
    Cheshire (UK)
    Booths Park. Chelford Road, Knutsford, Cheshire WA16 8GS
    Phone: + 44 (0)1565 759890
    Cell: + 44 (0)7900 472 920
    Contact: Arthur Moan