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.

1. Customer Experience
Jumpstart
January 2014, Lee Duddell

2. Digital Experiences
• 3 challenges
• 3 tips to great digital experiences
• 3 things about WhatUsersDo

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. 3 tips to a great Digital UX

5. 1. Insight not Data

7. BUT, they only answer…
•
•
•
•
•
What?
When?
Where?
How many?
For how long?

8. Not “Why?”

9. A data story

10. 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

11. 2. Build empathy

12. 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.

13. Or like this?
See how compelling a UX Video can be
on the next slide.

14. DEV: Holy sh*t, that’s up the
queue! Did you really need to
share that with the Board though?


15. 3. Avoid these (won’t work in digital)

16. The UX Video on the next slide
shows how an “over designed”
page can lead to a poor experience

17. 3 slides on WhatUsersDo

18. UX Insight Platform

19. Our approach
You

20. Find out WHY
Thank you