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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

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    The UX Toolbox: 10 techniques to improve your user experience The UX Toolbox: 10 techniques to improve your user experience Presentation Transcript

    • The UX Toolbox: 10 techniques for a better user experience David Jarvis, TUI Travel Photo credit: bre pettis / flickr.com
    • 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
    • Let’s get our hands dirty! Photo credit: David Poole / flickr.com
    • 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
    • 1. Be visionary Photo credit: starbeard / flickr.com
    • Photo credits: rpriegu/ flickr.com & Wikipedia
    • 2. Get to know your users Photo credit: Maria Trebol Azul / flickr.com
    • Photo credit: Crissy Terawaki Kawamoto/ flickr.com
    • Photo credit: Dave Gray / flickr.com
    • 3. Create personas
    • Photo credit: anikarenina / flickr.com
    •  
    • 4. Measure engagement “ Meaningless statistics were up one-point-five per cent this month over last month.” Cartoon: cartoonbank.com
    • Photo credit: .Jes/ flickr.com
          • 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
    • Photo credit: Scott Ableman/ flickr.com
    • 5. Think washing machine Photo credit: maria.cassiani/ flickr.com
    • With thanks to: Leisa Reichelt/ disambiguity.com
    • Oh Jared, I should have listened… See: http://www.uie.com/articles/death_of_relaunch/
    •  
    • 6. Deal with change Photo credit: hockadilly/ flickr.com
    • Photo credit: margaretgouldstewart / flickr.com
    • Photo credit: margaretgouldstewart / flickr.com
    • Photo credit: margaretgouldstewart / flickr.com
    • 7. Get creative Linus Pauling / Photo credit: Wikipedia
    • Oz Ibrahim from the UX Team @ TUI Travel / Photo credit: andyb/ flickr.com
    •  
    • 8. Add tools to help you make and do Find out more at balsamiq.com
    • Find out more at axure.com
    • 9. Ask for feedback (and act on it) Photo credit: adactio / flickr.com
    • getsatisfaction.com opinionlab.com 4q.iperceptions.com
    • 10. Recruit an in-house team
    • 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
    • Thankyou. David Jarvis david . jarvis @ tuitravel .com linkedin.com/in/dcjarvis Photo credit: bre pettis / flickr.com