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;...
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
• Bec...
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...
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?

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
Find out WHY
Thank you
Customer Experience JumpStart
Customer Experience JumpStart
Customer Experience JumpStart
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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.

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

Published in: Business, Technology
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  • Clients spanning multiple sectors
  • Customer Experience JumpStart

    1. 1. Customer Experience Jumpstart January 2014, Lee Duddell
    2. 2. Digital Experiences • 3 challenges • 3 tips to great digital experiences • 3 things about WhatUsersDo
    3. 3. 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
    4. 4. 3 tips to a great Digital UX
    5. 5. 1. Insight not Data
    6. 6. BUT, they only answer… • • • • • What? When? Where? How many? For how long?
    7. 7. Not “Why?”
    8. 8. A data story
    9. 9. 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
    10. 10. 2. Build empathy
    11. 11. 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.
    12. 12. Or like this? See how compelling a UX Video can be on the next slide.
    13. 13. DEV: Holy sh*t, that’s up the queue! Did you really need to share that with the Board though? 
    14. 14. 3. Avoid these (won’t work in digital)
    15. 15. The UX Video on the next slide shows how an “over designed” page can lead to a poor experience
    16. 16. 3 slides on WhatUsersDo
    17. 17. UX Insight Platform
    18. 18. Our approach You
    19. 19. Find out WHY Thank you

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