Online Research Solutions to <br />Effectively Manage User Experience<br />Arthur Moan<br />Country Manager <br />UK & Ire...
The age of the empowered customer is here… HOW DO YOU COMPETE?<br />
Internet: the most inhospitable place on earth?<br />
Most people don’t like bad experiences…<br />
Experiences spread quickly nowadays<br />
1<br />Sale<br />Lift<br />2<br />3<br />Profitability<br />4<br />Loyalty<br />Customer Experience Ripple Effect<br />5<b...
Most Organisations…..<br />Deliver haphazard and chaotic customer experiences<br />Don’t recognise that managing customer ...
It’s a real shame because... <br />…the internet is the most measurable medium available to us. <br />
Return On Investment<br />£>Attract > Convert > Retain<br />
Do You Know?<br />The profile of the visitors to your website?<br />What they came to do?<br />If they can achieve their g...
Voice of Customer<br />100% customized intercept layer<br />
Voice of Customer<br />Persistent Voice of Customer Tab<br />
Voice of Customer<br />
New!<br />Integration with Web Analytics<br />Go beyond traffic data!<br /><ul><li>Who visits you
What do they come to do
Why they behave like they do
How satisfied they are when they leave</li></li></ul><li>Mobile Insight<br />New!<br />     Mobile & Tablet browser suppor...
GoalAccomplishment<br />
How Our Global Clients are Benefitting <br />
Some of our Global Clients<br />
How businesses are benefiting from UserZoom<br />“Usability is one of the key focuses for our research team and UserZoom i...
How businesses are benefiting from UserZoom<br /><ul><li>Over 2 years using UZ
Over 50 studies
International, competitive UX Benchmarking
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User Zoom Presentation iMedia Brand Summit March 2011

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Managing the User Experience

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User Zoom Presentation iMedia Brand Summit March 2011

  1. 1. Online Research Solutions to <br />Effectively Manage User Experience<br />Arthur Moan<br />Country Manager <br />UK & Ireland<br />
  2. 2. The age of the empowered customer is here… HOW DO YOU COMPETE?<br />
  3. 3. Internet: the most inhospitable place on earth?<br />
  4. 4. Most people don’t like bad experiences…<br />
  5. 5. Experiences spread quickly nowadays<br />
  6. 6. 1<br />Sale<br />Lift<br />2<br />3<br />Profitability<br />4<br />Loyalty<br />Customer Experience Ripple Effect<br />5<br />Advocacy<br />
  7. 7. Most Organisations…..<br />Deliver haphazard and chaotic customer experiences<br />Don’t recognise that managing customer experience is a strategic imperative<br />Fail to appreciate that customers are empowered like never before<br />Talk about customer centricity but don’t practice it<br />Are neglecting to systematically manage the customer experience<br />Introduce customer experience initiatives but lack staff commitment<br />
  8. 8. It’s a real shame because... <br />…the internet is the most measurable medium available to us. <br />
  9. 9. Return On Investment<br />£>Attract > Convert > Retain<br />
  10. 10. Do You Know?<br />The profile of the visitors to your website?<br />What they came to do?<br />If they can achieve their goals?<br />If they are satisfied?<br />Why they abandon?<br />How likely are they to recommend you?<br />If they prefer you over your competitor?<br />
  11. 11. Voice of Customer<br />100% customized intercept layer<br />
  12. 12. Voice of Customer<br />Persistent Voice of Customer Tab<br />
  13. 13. Voice of Customer<br />
  14. 14. New!<br />Integration with Web Analytics<br />Go beyond traffic data!<br /><ul><li>Who visits you
  15. 15. What do they come to do
  16. 16. Why they behave like they do
  17. 17. How satisfied they are when they leave</li></li></ul><li>Mobile Insight<br />New!<br /> Mobile & Tablet browser support for Surveys and Site intercept (BETA): Survey your mobile visitors anywhere they access your site. With mobile and tablet support on surveys, the power is in your hands. <br />
  18. 18. GoalAccomplishment<br />
  19. 19. How Our Global Clients are Benefitting <br />
  20. 20. Some of our Global Clients<br />
  21. 21. How businesses are benefiting from UserZoom<br />“Usability is one of the key focuses for our research team and UserZoom is<br />already proving to be a versatile part of our usability research toolkit,<br />complementing the other research we are doing, both in online and TV<br />platform development. It will allow us the flexibility to increase the range of<br />testing we do and turn projects around really fast. UserZoom is a feature rich<br />and sophisticated product and the support they offer is second to none.”<br />Suzanne Lugthart, Head of Online and VOD Research & Insight at ITV plc<br />
  22. 22. How businesses are benefiting from UserZoom<br /><ul><li>Over 2 years using UZ
  23. 23. Over 50 studies
  24. 24. International, competitive UX Benchmarking
  25. 25. Cross w/ Google Analytics data</li></ul>HEART Framework: Happiness, Engagement, Adoption,<br />Retention, and Task success.<br />
  26. 26. How businesses are benefiting from UserZoom<br /><ul><li>Over 20 studies
  27. 27. 50% international
  28. 28. Prototype testing
  29. 29. Card Sorting
  30. 30. Typically test with 500-1000 users</li></li></ul><li>How businesses are benefiting from UserZoom<br /><ul><li>Over 60 studies
  31. 31. 20 user accounts
  32. 32. Online/remote usability testing
  33. 33. Lots of online surveys as well</li></li></ul><li>Take Away Today - Accept that your baby may be ugly!!<br />
  34. 34. Thanks so much for your time!<br />Check out our upcoming events at www.userzoom.com<br />Sunnyvale (USA)<br />440 N. Wolfe Rd. Sunnyvale,<br />CA 94085 <br />Phone: +1 (408) 524 7445 <br />Contact: Alfonso de la Nuez<br />Barcelona (Spain)<br />Av. Diagonal 419 3º 2ª 08008 Barcelona Phone: +34 93 414 7554 Fax: +34 93 209 8380 Contact: Xavier Mestres<br />Cheshire (UK)<br />Booths Park. Chelford Road, Knutsford, Cheshire WA16 8GS<br />Phone: + 44 (0)1565 759890<br />Cell: + 44 (0)7900 472 920<br />Contact: Arthur Moan<br />

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