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ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
ROI & UX
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ROI & UX

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Opening words from June 13, 2013 NUX speech. "Does this scenario sound familiar?  Your boss or your client wants an amazing, innovative, intuitive, buzz-word, buzz-word, buzz-word application, but …

Opening words from June 13, 2013 NUX speech. "Does this scenario sound familiar?  Your boss or your client wants an amazing, innovative, intuitive, buzz-word, buzz-word, buzz-word application, but they need it yesterday and can’t waste time and money on things like user research. Then they are shocked that not only was the project late, but customers are not lining up to use the application. Tonight we are going to prepare you to be able to tell those people the magic words “I know some simple ways to increase your ROI.”

It is a LOT of info to fit in only an hour so this is only a highlight. Hope it gives you some info you need to communicate the value of starting from the users point of view in any product development project.

Published in: Design, Business, Technology
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Transcript

  • 1. ROI & UXKären Wieckertkwieckert@gmail.comSusan Culkinsusan.culkin@gmail.com&
  • 2. What Does ROI Mean?• increasing revenue or social capital• decreasing costs• increasing effectiveness
  • 3. The quality of the experience a person haswhen interacting with a designed product,service, or system.What is UX?
  • 4. McAfee’s UI redesign savedthem 90% support costs.
  • 5. Cablevision saved hundreds in onemonth by simply adding a word totheir keyword search. The wordwas learned from the hundreds ofcallers with the same question.
  • 6. Arming you with multiple UX lensesfor managing ROI
  • 7. DesignBuildTestLearn ConceptMetrics
  • 8. User%experience%Proposi-on%Concept%Structure%Informa-on%Interac-on%Appearance%Value%to%customer%Model%for%delivering%value%to%customer%Ge>ng%the%correct%elements%in%the%correct%order%%What%shown/available/findable%at%what%point%in%use%of%product%How%does%user%use/interact%with%product%components%What%product%components%look%like%and%how%they%are%arranged%Usability%
  • 9. • Don’t wait until after to define metrics and begin measuring• Cost savings? Revenue generation? Brand redefinition?User satisfaction?
  • 10. Key Variables
  • 11. What type of application doyou have?
  • 12. Typical Business Metrics• Conversion rates/increased sales• Traffic numbers• User performance / Increased productivity (compelled use)• Time on task, number of clicks, correct process, # ofabandoned functions (wizards, etc)• Decreased training and support costs• Target feature usage
  • 13. LessTypical Qualitative Metrics•Increase satisfaction of CUSTOMER and/or USER•Reduce development costs•Limit scope creep (operating costs)•Decreased maintenance costs•Bad UX often means bad design•Decrease featuritis•Keep culture (loyalty)
  • 14. Loveless WantsYouTo•Buy! Buy! Buy!•Complete purchases inshopping cart in <1.5minutes•Find and use themembership registrationYou WantTo•Plan evening with guests•Find info on the concerts•Buy tickets? Find a deal ....
  • 15. Q & AAny ROI stories you want to share?

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