YOU ARE
HERE
YOU ARE
HERE
NurtureEngageScalePromoteCreate
Engaging consumers online:
Technology creates new ways for consumers to connect
Technology creates new ways for consumers to connect
Consumers connect with products online
Consumers connect with community online
Understand Behaviour,
Not Technology.
How is this going to fundamentally improve
my relationship with my customers?
How are people connected
around your business?
Designing for relationships
mobile
desktop
morning
commute
lunch
break
tv news
dinner
browsing in
the bedroom?
consumer behaviour - platforms
Large Scale
Behavioural Metrics
Listen to your HEART
instead of measuring
your PULSE
P
U
L
S
E
Pageviews
Uptime
Latency
Seven-day actives
Earnings
H
E
A
R
T
Happiness
Engagement
Adoption
Retention
Task Success
H
E
A
R
T
Engagement
level of involvement,
frequency of use
S M T W T F S
What does it mean to be
“7-day active”?
S M T W T F S
Gmail “5 of 7”: % of 7-day active users who
visit on 5+ days out of 7
What does it mean to be
“7-day active”?
H
E
A
R
T Task Success
efficiency, error rate,
task completion
Is business search still discoverable?
Goals
Signals
Metrics
Nature vs. Nurture
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Nature vs. Nurture
Nature vs. Nurture
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Nature vs. Nurture

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Digital Now Australia 2010
Justin Baird's Presentation

The age old debate of Nature versus Nurture is happening right now online. The third reincarnation of the Internet is being driven by social engagement - engagement that provides an interactive, lean-forward opportunity for anyone to be a part of the conversation. More and more products and services are being deployed on the web, and this presents new challenges and opportunities for measurement of user-experience, behaviour and engagement on a large scale.

How is consumer behaviour driven online, and how do we determine success online? We need metrics that can help businesses develop insights to make decisions that are both data-driven and user-centred - focused on people's behaviour, not the technology!

Nature versus Nurture explores online engagement, social design, consumer connections and how the data flood can be siphoned into valuable behavioural insights.

Published in: Technology, Business
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Nature vs. Nurture

  1. 1. YOU ARE HERE
  2. 2. YOU ARE HERE
  3. 3. NurtureEngageScalePromoteCreate Engaging consumers online:
  4. 4. Technology creates new ways for consumers to connect
  5. 5. Technology creates new ways for consumers to connect
  6. 6. Consumers connect with products online
  7. 7. Consumers connect with community online
  8. 8. Understand Behaviour, Not Technology.
  9. 9. How is this going to fundamentally improve my relationship with my customers?
  10. 10. How are people connected around your business?
  11. 11. Designing for relationships
  12. 12. mobile desktop morning commute lunch break tv news dinner browsing in the bedroom? consumer behaviour - platforms
  13. 13. Large Scale Behavioural Metrics
  14. 14. Listen to your HEART instead of measuring your PULSE
  15. 15. P U L S E Pageviews Uptime Latency Seven-day actives Earnings
  16. 16. H E A R T Happiness Engagement Adoption Retention Task Success
  17. 17. H E A R T Engagement level of involvement, frequency of use
  18. 18. S M T W T F S What does it mean to be “7-day active”?
  19. 19. S M T W T F S Gmail “5 of 7”: % of 7-day active users who visit on 5+ days out of 7 What does it mean to be “7-day active”?
  20. 20. H E A R T Task Success efficiency, error rate, task completion
  21. 21. Is business search still discoverable?
  22. 22. Goals Signals Metrics

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