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The UX Toolbox: 10 techniques to improve your user experience

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Presented to WebCredible's Online Travel Seminar 11 September 2008

Presented to WebCredible's Online Travel Seminar 11 September 2008

Published in Design , Technology , Business
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  • 1. The UX Toolbox: 10 techniques for a better user experience David Jarvis, TUI Travel Photo credit: bre pettis / flickr.com
  • 2. TUI Travel Mainstream Sector
    • 25m customers
    • 156 aircraft
    • 38,000+ employees
    • 1,131 UK retail shops
    • £1bn+ annual revenue online
    Photo credit: TUI Travel annual report
  • 3. Let’s get our hands dirty! Photo credit: David Poole / flickr.com
  • 4. Let’s get our hands dirty!
    • Be visionary
    • Get to know your users
    • Create personas
    • Measure engagement (as well as conversion)
    • Think washing machine not waterfall
    • Deal with change
    • Get creative, and collaborative
    • Add tools to help you make and do
    • Get feedback (and act on it)
    • Recruit an in-house team
    Photo credit: David Poole / flickr.com
  • 5. 1. Be visionary Photo credit: starbeard / flickr.com
  • 6. Photo credits: rpriegu/ flickr.com & Wikipedia
  • 7. 2. Get to know your users Photo credit: Maria Trebol Azul / flickr.com
  • 8. Photo credit: Crissy Terawaki Kawamoto/ flickr.com
  • 9. Photo credit: Dave Gray / flickr.com
  • 10. 3. Create personas
  • 11. Photo credit: anikarenina / flickr.com
  • 12.  
  • 13. 4. Measure engagement “ Meaningless statistics were up one-point-five per cent this month over last month.” Cartoon: cartoonbank.com
  • 14. Photo credit: .Jes/ flickr.com
  • 15.
        • They click on your Google PPC ad
        • They visit one of your retail shops
        • They search for a holiday or flight
        • They visit a product page
        • They watch a video about your product (to the end!)
        • They register for your email newsletter
        • They “ email a page” to a friend
        • They join your forum
        • They compare 2 products on your site
        • They call your call centre
        • They buy your product from you
        • They email you for help
        • … and so on
  • 16. Photo credit: Scott Ableman/ flickr.com
  • 17. 5. Think washing machine Photo credit: maria.cassiani/ flickr.com
  • 18. With thanks to: Leisa Reichelt/ disambiguity.com
  • 19. Oh Jared, I should have listened… See: http://www.uie.com/articles/death_of_relaunch/
  • 20.  
  • 21. 6. Deal with change Photo credit: hockadilly/ flickr.com
  • 22. Photo credit: margaretgouldstewart / flickr.com
  • 23. Photo credit: margaretgouldstewart / flickr.com
  • 24. Photo credit: margaretgouldstewart / flickr.com
  • 25. 7. Get creative Linus Pauling / Photo credit: Wikipedia
  • 26. Oz Ibrahim from the UX Team @ TUI Travel / Photo credit: andyb/ flickr.com
  • 27.  
  • 28. 8. Add tools to help you make and do Find out more at balsamiq.com
  • 29. Find out more at axure.com
  • 30. 9. Ask for feedback (and act on it) Photo credit: adactio / flickr.com
  • 31. getsatisfaction.com opinionlab.com 4q.iperceptions.com
  • 32. 10. Recruit an in-house team
  • 33. Let me see you work it!
    • Be visionary
    • Get to know your users
    • Create personas
    • Measure engagement (as well as conversion)
    • Think washing machine not waterfall
    • Deal with change
    • Get creative, and collaborative
    • Add tools to help you make and do
    • Get feedback (and act on it)
    • Recruit an in-house team
    Photo credit: david poole / flickr.com
  • 34. Thankyou. David Jarvis david . jarvis @ tuitravel .com linkedin.com/in/dcjarvis Photo credit: bre pettis / flickr.com