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

25m customers

156 aircraft

38,000+ employees

1,131 UK retail shops

£1bn+ annual revenue online

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

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

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

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

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

Thankyou. David Jarvis david . jarvis @ tuitravel .com linkedin.com/in/dcjarvis Photo credit: bre pettis / flickr.com