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Customer Experience JumpStart
 

Customer Experience JumpStart

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WhatUsersDo Founder, Lee Duddell, explains three challenges facing CX Execs as Digital touch-points grow and offers tips on how to overcome them. ...

WhatUsersDo Founder, Lee Duddell, explains three challenges facing CX Execs as Digital touch-points grow and offers tips on how to overcome them.

The Internet Retailing Customer Experience Jumpstart Conference was held in London on 29th January 2014.

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  • Clients spanning multiple sectors

Customer Experience JumpStart Customer Experience JumpStart Presentation Transcript

  • Customer Experience Jumpstart January 2014, Lee Duddell
  • Digital Experiences • 3 challenges • 3 tips to great digital experiences • 3 things about WhatUsersDo
  • 3 challenges for 2014 • It’s multi-channel digital; but you’re not from a digital background • There’s plenty of BIG data; but you lack insight • You need to change culture
  • 3 tips to a great Digital UX
  • 1. Insight not Data
  • BUT, they only answer… • • • • • What? When? Where? How many? For how long?
  • Not “Why?”
  • A data story
  • Final data story 67% of users start on a SmartPhone & finish on a computer (Google) • Because it’s hard to checkout • Because they want the full experience
  • 2. Build empathy
  • Like this? CEM: We have noticed a high bounce rate on product pages with Tablet users. DEV: Yeah, we’ll add it to the list, might be a UI problem.
  • Or like this? See how compelling a UX Video can be on the next slide.
  • DEV: Holy sh*t, that’s up the queue! Did you really need to share that with the Board though? 
  • 3. Avoid these (won’t work in digital)
  • The UX Video on the next slide shows how an “over designed” page can lead to a poor experience
  • 3 slides on WhatUsersDo
  • UX Insight Platform
  • Our approach You
  • Find out WHY Thank you