The document discusses challenges and tips for enhancing customer digital experiences in 2014, highlighting issues like multi-channel integration and the need for cultural shifts. It emphasizes the importance of deriving insights from data rather than just collecting it, and the necessity of empathy in user experience design. Additionally, it warns against over-designing pages, which can adversely affect user engagement.

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