Managing the User Experience

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 Sale Lift 2 3 Profitability 4 Loyalty Customer Experience Ripple Effect 5 Advocacy

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

15. What do they come to do

16. Why they behave like they do

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

23. Over 50 studies

24. International, competitive UX Benchmarking

25. Cross w/ Google Analytics dataHEART Framework: Happiness, Engagement, Adoption, Retention, and Task success.

27. 50% international

28. Prototype testing

29. Card Sorting

31. 20 user accounts

32. Online/remote usability testing

34. Thanks so much for your time! Check out our upcoming events at www.userzoom.com 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