The user experience (UX) of your digital properties impacts your brand. Do you know how? And by how much? Would you know what to do to improve it?
This presentation will:
• Explain the data collection and analytical methodology that drives UX measurement
• Explore use cases for UX measurement
• Show the kinds of reports and recommendations that can drive UX decision-making
Topics include:
Principles of user interface
UI design process
Design principles
Wireframe
Graphic icon, image and colour physiology
User experience and research
How can you show your clients the ROI of UX design? If user centered design is brought to bear against what the organization is trying to achieve, the implications to the experience can include: higher conversion and lead generation; higher customer engagement; more awareness and traffic; and higher satisfaction and retention, through better adoption and utilization; etc. This talk focuses on common misunderstandings or objections that clients typically have and how to overcome them. Part of the MITX User Experience Series: How to Show ROI of User Experience.
Explore some of the principles of mobile app design through example. By tearing down some of the most popular Chinese mobile app like Alipay,DianPing,Taobao and etc. you will learn how to design an effective app navigation and exploration, maximize the value of in-app search features, create a seamless user experience to drive conversions and etc.
Mobile App User Experience Myths, DebunkedApteligent
What data science can teach you about app performance & user experience.
Myth #1: Crash Data is All I Need
Myth #2: Release Planning Happens Once
Myth #3: User Behavior & Business Insights are separate from App Performance
Introducing some of the product management and design concepts and methodologies commonly use by product managers to design a customer centric product that creates new habits. In this session, you will learn about the product manager job, the meaning of innovation, turn insights into product ideas and finally build a product where people be hooked.
Topics include:
Principles of user interface
UI design process
Design principles
Wireframe
Graphic icon, image and colour physiology
User experience and research
How can you show your clients the ROI of UX design? If user centered design is brought to bear against what the organization is trying to achieve, the implications to the experience can include: higher conversion and lead generation; higher customer engagement; more awareness and traffic; and higher satisfaction and retention, through better adoption and utilization; etc. This talk focuses on common misunderstandings or objections that clients typically have and how to overcome them. Part of the MITX User Experience Series: How to Show ROI of User Experience.
Explore some of the principles of mobile app design through example. By tearing down some of the most popular Chinese mobile app like Alipay,DianPing,Taobao and etc. you will learn how to design an effective app navigation and exploration, maximize the value of in-app search features, create a seamless user experience to drive conversions and etc.
Mobile App User Experience Myths, DebunkedApteligent
What data science can teach you about app performance & user experience.
Myth #1: Crash Data is All I Need
Myth #2: Release Planning Happens Once
Myth #3: User Behavior & Business Insights are separate from App Performance
Introducing some of the product management and design concepts and methodologies commonly use by product managers to design a customer centric product that creates new habits. In this session, you will learn about the product manager job, the meaning of innovation, turn insights into product ideas and finally build a product where people be hooked.
Gamification is a technique which UX Designers use to insert gameplay elements in non-gaming settings like Mobile Application and Websites, so they enhance user engagement with a product or service. Let's learn more about it.
Outranking Your Competition with UX Benchmark Studies | UserZoomUserZoom
Knowing how your competitors’ web and mobile sites are doing is a huge part of running a successful online business. However, gathering competitive intelligence around the quality of User Experience can be quite challenging.
Not anymore! Unmoderated remote UX testing solutions like UserZoom can help you easily benchmark Key Performance Indicators on competitors' websites against your own, all without ever having to set up complicated tracking. It’s as easy as knowing your competitors’ domain name or URL.
Discover:
-WHY and HOW to conduct competitive UX Benchmarking
-WHAT metrics & key performance indicators you can measure
-WHEN to conduct UX benchmark studies over time
-A sneak-peek into UserZoom’s newest UX Benchmarking solution: Xperience360
How to Benchmark Your Online Customer Experience Against CompetitionUserZoom
Benchmarking your site against competitors is a terrific way to improve the user experience. Join this webinar to learn about benchmarking best practices and to see the results of a study benchmarking the website experience of: Macy’s, Nordstrom, Lands’ End & Urban Outfitters.
Keep hearing these buzz words: UX and UI? Want to get a better understanding of what User Experience is and how it effects your site? Take a look at this top-level overview from Network Affiliates, the legal marketing experts!
Competitive Analysis: Strategic UX Spy Games - Lyle KantrovichUXPA International
A Competitive Analysis is a great way UX teams can benchmark, generate ideas, learn about users, and stretch their thinking about design and UX strategy. A UX-centric competitive analysis is very different than what you’ll find outlined in any business book. This presentation outlines an approach for conducting competitive analysis even if your company or product “has no competitors”. This session will show you what a competitive analysis is, why it’s useful, when to do one, how to do it, and what the deliverable should include. You’ll also learn how a competitive analysis can help reinvigorate your organization’s focus on UX.
The Value of User Experience (from Web 2.0 Expo Berlin 2008)Niko Nyman
Companies and brands should think about (user) experience to find new competitive edge for their business. Better experiences create more value for users, which can be in turn transformed into business value for the company.
Updated for the Vista UX/UI Summit in Dallas, TX
You can view a video of this presentation here: https://www.youtube.com/watch?v=NfASJamxjy4
User Experience has a direct impact on your bottom line, and it’s about time we start telling execs in their own language. I’m sure many of you spend a good amount of time evangelizing what it is that you do, and the value it adds. Over the past 15 years I’ve introduced User Experience to everyone from CEOs to developers — using storytelling, metrics, and case studies you can prove without a doubt the value that you bring.
In this talk I’ll explain what metrics to track, how to position your work, and stories where User Experience directly effected the bottom line.
UXPA 2021: The interns aren’t getting younger, you’re getting older: Finding ...UXPA International
Presented by Caroline Little: All the buzz these days seems to be around those entering the field, fresh from school or changing careers. What about those more established in our careers but not yet Principals or VPs? How can we stand-out in a more crowded environment and best showcase our years of experience? In this session, you’ll get practical tips for considering your next career move and preparing for the process of interviewing as an “established” candidate. Learn from my experience as a professional job seeker and feel prepared to conquer your next career goal.
In August 2014, Rosetta’s User Research Team completed a competitive assessment, ranking well-known tech brands’ websites against each other. This presentation contains key observations, highlights best practices and identifies opportunities for B2B brands to build a leading web presence to meet the needs of today’s enterprise technology buyers.
Companies whose website we evaluated include:
Brocade
Cisco
EMC
Intel
Juniper
Oracle
Qualcomm
Salesforce
SAP
View our findings in this summary presentation.
I have been involved in a number of User Experience initiatives throughout the years. This is highlighting some key projects I was lucky to be a part of in the last few years. https://www.linkedin.com/in/bergenlarsen
User Experience is Included at Every Level
User Experience is included at every level of business. This can be seen in the culture of a company. Through the content, products and services that the employees create, the company engages with its consumers. User experience is integrated into every touchpoint of a company's infrastructure when people engage with a brand. Learn why it's important to have a Generalist on the team to oversee the User Experience for a company at every level of its processes, including: hiring, design, development, advertising and marketing.
Including the User: How insights drive business #pswud2017Jeremy Johnson
Design is inclusive by nature. The ability to understand people, their needs, and emotions throughout a journey is what User Experience Designers excel at! That said, many organizations still need that nudge to really get out build true empathy for the people they’re building tools, systems, and apps for. This talk will help you ramp up with modern best practices in insights gathering, while helping you build the case to invest in user understanding through showcasing the value to both your business and your brand.
Businesses Want Results, Not Empathy Maps — #cxtalks Dallas 10 minute talkJeremy Johnson
While design is becoming ever more important in the business world, we’re at a crossroads where if we can't connect customer understanding to actionable themes or business results we’re going to lose our seat at the table. Customer Experience professionals need to become masters at blending customer, business, and technology to give teams a clear path ahead.
Key Takeaways
1. CX Pros need to get really good at understanding design, business AND technology
2. CX Pros need to get good at connecting customer insights to tangible features and products
3. CX Pros need to help design teams connect to business teams in an effective way
Ux & Why Your Business Needs It (3Leaf Consulting)Thomas Watkins
User experience can make or break the success of your product. In this deck, we explain why and show you how 3Leaf's offerings address your needs as a business leader.
Gamification is a technique which UX Designers use to insert gameplay elements in non-gaming settings like Mobile Application and Websites, so they enhance user engagement with a product or service. Let's learn more about it.
Outranking Your Competition with UX Benchmark Studies | UserZoomUserZoom
Knowing how your competitors’ web and mobile sites are doing is a huge part of running a successful online business. However, gathering competitive intelligence around the quality of User Experience can be quite challenging.
Not anymore! Unmoderated remote UX testing solutions like UserZoom can help you easily benchmark Key Performance Indicators on competitors' websites against your own, all without ever having to set up complicated tracking. It’s as easy as knowing your competitors’ domain name or URL.
Discover:
-WHY and HOW to conduct competitive UX Benchmarking
-WHAT metrics & key performance indicators you can measure
-WHEN to conduct UX benchmark studies over time
-A sneak-peek into UserZoom’s newest UX Benchmarking solution: Xperience360
How to Benchmark Your Online Customer Experience Against CompetitionUserZoom
Benchmarking your site against competitors is a terrific way to improve the user experience. Join this webinar to learn about benchmarking best practices and to see the results of a study benchmarking the website experience of: Macy’s, Nordstrom, Lands’ End & Urban Outfitters.
Keep hearing these buzz words: UX and UI? Want to get a better understanding of what User Experience is and how it effects your site? Take a look at this top-level overview from Network Affiliates, the legal marketing experts!
Competitive Analysis: Strategic UX Spy Games - Lyle KantrovichUXPA International
A Competitive Analysis is a great way UX teams can benchmark, generate ideas, learn about users, and stretch their thinking about design and UX strategy. A UX-centric competitive analysis is very different than what you’ll find outlined in any business book. This presentation outlines an approach for conducting competitive analysis even if your company or product “has no competitors”. This session will show you what a competitive analysis is, why it’s useful, when to do one, how to do it, and what the deliverable should include. You’ll also learn how a competitive analysis can help reinvigorate your organization’s focus on UX.
The Value of User Experience (from Web 2.0 Expo Berlin 2008)Niko Nyman
Companies and brands should think about (user) experience to find new competitive edge for their business. Better experiences create more value for users, which can be in turn transformed into business value for the company.
Updated for the Vista UX/UI Summit in Dallas, TX
You can view a video of this presentation here: https://www.youtube.com/watch?v=NfASJamxjy4
User Experience has a direct impact on your bottom line, and it’s about time we start telling execs in their own language. I’m sure many of you spend a good amount of time evangelizing what it is that you do, and the value it adds. Over the past 15 years I’ve introduced User Experience to everyone from CEOs to developers — using storytelling, metrics, and case studies you can prove without a doubt the value that you bring.
In this talk I’ll explain what metrics to track, how to position your work, and stories where User Experience directly effected the bottom line.
UXPA 2021: The interns aren’t getting younger, you’re getting older: Finding ...UXPA International
Presented by Caroline Little: All the buzz these days seems to be around those entering the field, fresh from school or changing careers. What about those more established in our careers but not yet Principals or VPs? How can we stand-out in a more crowded environment and best showcase our years of experience? In this session, you’ll get practical tips for considering your next career move and preparing for the process of interviewing as an “established” candidate. Learn from my experience as a professional job seeker and feel prepared to conquer your next career goal.
In August 2014, Rosetta’s User Research Team completed a competitive assessment, ranking well-known tech brands’ websites against each other. This presentation contains key observations, highlights best practices and identifies opportunities for B2B brands to build a leading web presence to meet the needs of today’s enterprise technology buyers.
Companies whose website we evaluated include:
Brocade
Cisco
EMC
Intel
Juniper
Oracle
Qualcomm
Salesforce
SAP
View our findings in this summary presentation.
I have been involved in a number of User Experience initiatives throughout the years. This is highlighting some key projects I was lucky to be a part of in the last few years. https://www.linkedin.com/in/bergenlarsen
User Experience is Included at Every Level
User Experience is included at every level of business. This can be seen in the culture of a company. Through the content, products and services that the employees create, the company engages with its consumers. User experience is integrated into every touchpoint of a company's infrastructure when people engage with a brand. Learn why it's important to have a Generalist on the team to oversee the User Experience for a company at every level of its processes, including: hiring, design, development, advertising and marketing.
Including the User: How insights drive business #pswud2017Jeremy Johnson
Design is inclusive by nature. The ability to understand people, their needs, and emotions throughout a journey is what User Experience Designers excel at! That said, many organizations still need that nudge to really get out build true empathy for the people they’re building tools, systems, and apps for. This talk will help you ramp up with modern best practices in insights gathering, while helping you build the case to invest in user understanding through showcasing the value to both your business and your brand.
Businesses Want Results, Not Empathy Maps — #cxtalks Dallas 10 minute talkJeremy Johnson
While design is becoming ever more important in the business world, we’re at a crossroads where if we can't connect customer understanding to actionable themes or business results we’re going to lose our seat at the table. Customer Experience professionals need to become masters at blending customer, business, and technology to give teams a clear path ahead.
Key Takeaways
1. CX Pros need to get really good at understanding design, business AND technology
2. CX Pros need to get good at connecting customer insights to tangible features and products
3. CX Pros need to help design teams connect to business teams in an effective way
Ux & Why Your Business Needs It (3Leaf Consulting)Thomas Watkins
User experience can make or break the success of your product. In this deck, we explain why and show you how 3Leaf's offerings address your needs as a business leader.
Alfonso de la Nuez's talk, "How to conduct global UX benchmarking", at BigDesign event, about what, why, and how to conduct website user experience & usability benchmarking.
This is the slidedeck I used for my talk about UX for the 2016 cohort of Venture for Canada at Queen's University, Kingston, ON. In it, I go over what I've learned about UX over the past 3 years, including a brief history of UX, a look at the design landscape today, and a glimpse into what we can expect in the future. I followed this talk up with a quick hands-on workshop on UX design.
If you feel like this is something your organization or team can benefit from, feel free to reach out to me to coordinate something!
Presented at Agile Singapore 2016
https://confengine.com/agile-singapore-2016/proposal/2632/user-experience-for-product-managers
Why is UX important for Product Managers? Gain an understanding of the concept and discipline of user experience - defined, explained and made actionable for Product Managers.
Learn how UX tools and artifacts can help you make better product decisions, and how to overcome common objections to UX processes.
Outline/structure of the Session
- The Value of User Experience (UX) beyond screens and interfaces
- Discover how UX is Critical to your business and bottom line, including ROI of UX
- Developing a UX Strategy Blueprint
- Learning to Integrate UX Data points into your product development decision-making process using personas
- Learn how to overcome common business objections to implementing UX processes
Learning Outcome
Takeaways
- Understand the value of user experience, beyond just screens and interfaces
- Discover how user experience is critical to your business and the bottom line, including the ROI of UX
- Learn to integrate UX data points into your product development decision-making process using personas
- Learn how to overcome common business objections to implementing UX processes
Target Audience
Product Heads, Product Managers, Product Owners, Developers, Team Leads
Slides from the usability seminar delivered by Paul Rouke, Head of Usability at PRWD, and Chris Bush, UX Consultant at Sigma, looking at usability and user experience for web and mobile
Paul Rouke from PRWD introduces you to usability and user experience, and provides you with a range of insights, tips and best practice that can be used when working on web projects.
The presentation slides cover key site areas such as homepages, landing pages and enquiry pages.
The twitter hashtag is #UX101
Mob4Hire What is mobile app and website usability?Stephen King
In this deck, we discuss why mobile app and mobile usability is SO important, how it relates to customer loyalty ... and ultimately, how it relates to the 3 primary drivers of revenue growth. We speak a bit on Mob4Hire's approach to mobile usability using it's crowd of 53,000 mobile experts in 154 countries with our MobExperience research service, and we also review a technique called "Townhalls" which can be used in face to face focus groups.
Ameex is a full-service digital consultancy whose design thinking consultants help brands create innovative solutions for their customers. Ameex technologies has been helping companies with our Creative services on Website design, Branding, Mobile App design, Digital marketing and User experience for the last 12+ years.
Our approach is focused towards improving the User experience, optimizing conversion rates, increasing the user engagement and delivering a better Life time value for existing customers.
To know more about our services, contact us here https://www.ameexusa.com/contact-us
Empowering Data-Driven Marketers: How UX Research & Usability Testing Can Pos...UserZoom
As a marketer, driving loyalty through each section of your customer funnel is imperative. In the modern world, we can attribute things like smarter spending decisions, more effective campaigns, and ultimately increased customer engagement to data-driven marketing. View this webinar with Jeff Sauro & learn more!
UserZoom Webinar: How to Conduct Web Customer Experience BenchmarkingUserZoom
You can't manage what you can't measure, so... How do you actually measure user experience?
In this webinar we covered what, why, and how to conduct website user experience & usability benchmarking. We discussed how to effectively measure the quality of a website's user experience across various competitors, within one industry, across time, using an online quantitative research methodology commonly referred to as "unmoderated remote usability testing."
Ameex technologies has been helping companies with our Creative services on Website design, Branding, Mobile App design, Digital marketing and User experience for the last 12+ years.
Our approach is focused towards improving the User experience, optimizing conversion rates, increasing the user engagement and delivering a better Life time value for existing customers.
To know more about our services, contact us here https://www.ameexusa.com/contact-us
Filip Healy (Threesixty Reality): Making Immersive Tech More UsableAugmentedWorldExpo
A talk from the Design Track at AWE EU 2018 - the World's #1 XR Conference & Expo in Munich, Germany 18 -19, October, 2018.
Filip Healy (Threesixty Reality): Making immersive tech more usable: Involving target users in your design process
Understanding user needs, design research and usability testing are common practice today for most digital products. It's rare for a mobile app or website from any serious company to go live without some degree of testing with users.
The benefits of involving users in the design process are well known to UX professionals and digital product managers: improved usability, reduced dropouts, optimised conversion rates, higher engagement and better user advocacy.
In this talk I'll discuss how this applies to immersive tech and why it's more important than ever to understand actual user behaviour and develop new interaction paradigms that deliver on the potential of VR and AR platforms. I'll talk through the process of running studies with users, when to test the design, how to set things up and what data to focus on in order to get the most benefit from testing with users. What can we learn from this type of research and why is it important for ensuring the success of our product?
http://AugmentedWorldExpo.com
If you love A B testing, eCommerce sites should be your favorite playground. These sites have so much happening at every level that you can never test too much.
Here we’re featuring:
• Home-Page Test Ideas
• Product-Page Test Ideas
• Checkout Testing Ideas
• Thank You-Page Testing Ideas
5 Must Haves for Launching a Successful Mobile ProductRobert Woo
Why do so many mobile app launches fail? How can you make sure your app succeeds from day one? Rocket Farm Studios and TechCXO hosted a joint event that taught Boston executives the right way to launch their mobile products.
Similar to How to Prevent User Experience From Killing Your Brand (20)
UX Race to the White House: Campaign Site Best PracticesAnswerLab
Candidates must optimize website user experience to stay competitive in the 2016 Election. They'll need to increase digital engagement with voters to mobilize money, volunteers, and votes to win the election.
In this presentation, AnswerLab UX researcher Charlotte Hult defines the elements of a successful a campaign website experience.
Creating a Seamless Mobile Consumer Experience - Case StudyAnswerLab
Case study: Exploratory research to understand and improve mobile user experience for bank customers
Wells Fargo partnered with AnswerLab to understand bank customer experience across mobile platforms in order to build the right mobile experiences and create a long-term multichannel experience strategy instead of making product-by-product upgrades.
This case study addresses three key research objectives:
- Understanding mobile usage/behaviors
- Identifying unmet customer needs
- Discovering opportunities to improve existing mobile banking offerings
Outside the Lab and Inside Their Minds: 5 Case Studies of Strategic UX ResearchAnswerLab
Research that gets into your users’ heads and supports rich customer experience is most valuable and strategic when not confined to evaluating product "usage."
AnswerLab shares examples of research approaches that surprise and delight by delivering experience insights beyond the scope of "could they use it?"
Hiring and Keeping Amazing UX ResearchersAnswerLab
Do you need to hire User Experience researchers for your team? Need help knowing where to find them, or separating excellent from average candidates? AnswerLab's success depends on hiring the best talent, so we’ve learned what it takes it hire outstanding researchers. In this presentation we share our tips with you!
Pass the i pad please - 5 Lessons for Creating Great Tablet ExperiencesAnswerLab
As the tablet market continues to grow, so does the need to keep pace with the interaction challenges and opportunities these devices provide. The tablet platform raises unique challenges for developing and testing digital experiences. As a guide for user experience professionals, developers, designers, and product managers, AnswerLab has identified three key trends across our tablet UX research and will provide five lessons for creating tablet experiences, as well as best practices for conducting tablet research.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
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How to Prevent User Experience From Killing Your Brand
1. AnswerLab | October 2014
YourTrustedUserExperienceResearchPartner.
How to Prevent User Experience from
Killing Your Brand
2. Amy Buckner Chowdhry
CEO & Founder, AnswerLab
• Drives AnswerLab to fulfill its vision to Improve the Digital World
• First CEO from the user experience research industry to be named by Ernst &
Young as one of 10 “Entrepreneurial Winning Women”
• Recently named to Fortune’s “Most Promising Women Entrepreneurs”
• Before co-founding AnswerLab, Amy served as Director of Professional Services at
Vividence (now Keynote)
2
3. AnswerLab's Mission Is to Improve the Digital World
AnswerLab delivers trusted customer insights that help the world’s leading brands build
outstanding products and services. We focus exclusively on user experience research to
understand what people see, do, think, and feel when using web sites, mobile applications,
and other digital products.
3
4. Agenda
4
• What Is the Business Impact of User Experience?
• How Does User Experience Impact Brand?
• How Do You Measure the Impact of User Experience?
• What Data Collection and Analytical Approach Can You Use?
• Questions?
7. 7
User Experience Plays A Critical Role in Achieving Business Objectives
Visitors
30,000Intent To Buy
Conversions
100,000
6%
30%
6,000
Actual Revenue:
$300,000
USER
EXPERIENCE
ZONE
Lost Revenue:
$1,200,000
Potential Revenue:
$1,500,000
(if avg. price = $50)
8. Good UX Is Good Business
Customer Experience Leaders Outperform the Market
5-year Stock Performance of Customer Experience (CxP) Leaders vs. Laggards vs. S&P500 (2007-2011)
8
9. 9
“What’s in your wallet?
It’s probably a banking app.”
“The move…underscores the growing importance of user experience at a time when
bank customers have an increasing number of options beyond their banks for
financial products and services.”
“Facebook, a company in the middle of a design
transition to a mobile-first perspective needs every
hand it can to help it shape its product for the new
digital world.”
10. Mobile UX Matters, Too
10
.
“Because at Google we are aiming to provide a great
user experience on any device, we’re making a big
push to ensure the search results we deliver reflect
this principle. We want users to be able to enjoy the
web wherever they are.”
11. 11
Only 7% of executives say their organization understands
the value at stake from digital
12. UsabilityIs it easy
to use?
User Experience Has Evolved to Be More than ‘Usability’
UXIs it
useful?
Is it
easy to
use?
13. UsabilityIs it easy
to use?
User Experience Has Evolved to Be More than ‘Usability’
UX
Does it
perform
well?
Is it useful?
Is it easy
to use?
Does it
know me?
Is it
delightful?
Is it
visually
appealing?
14. Brand
User Experience Attributes Overlap Brand Attributes
14
UX
Does it
perform
well?
Is it useful?
Is it easy
to use?
Does it
know me?
Is it
delightful?
Is it
visually
appealing?
15. Site User Experience Impacts Brand Opinion
Q8. Please rate how much you agree with the following statements about the [BRAND] website
Scale: 1=Strongly Disagree; 5=Strongly Agree.
** Denotes a significant difference.
**
51% 50%
**
50%
47%
43% 43% 44% 42%
39%
**
41% **
38% 36%
28%
43% 44%
39% 40% 38% 37% 37% 36%
33%
30% 30% 32%
25%
0%
20%
40%
60%
80%
100%
Promotes
[BRAND] as a
prestigious
brand
Is high quality Is luxury Is well organized Provides
relevant content
Enhances my
opinion of
[BRAND]
Is prestigious Offers valuable
information for
my shopping
experience
Provides
relevant tools
Is innovative Is on the leading
edge
Is unique Offers
something
different than
other auto
websites
Pre (N=313) Post (N=309)
• The site was rated significantly lower in the Post than the Pre Wave for promoting [BRAND] as a
prestigious brand, viewed as luxury, innovative, and being on the leading edge.
15
16. Impact of Site Visitation (5 Rating; 5-Point Scale)
**
68%
51% **
47%
**
45%
**
50% **
45%
35%
54%
44%
37% 37%
40%
36%
29%
0%
20%
40%
60%
80%
100%
Visit the site again Build and price a
[BRAND] vehicle
Test drive a [BRAND]
vehicle
Visit a [BRAND]
Retailer
Recommend a
[BRAND] to someone
Recommend the site to
someone else
Purchase or lease a
[BRAND] vehicle
Pre (N=313) Post (N=309)
16
Q9. Based on visiting the site, how likely are you to do the following in the next 12 months?
Scale: 1=Not at all Likely; 5=Extremely Likely
** Denotes a significant difference.
• Ratings significantly declined from the Pre to the Post wave for being likely to visit the [BRAND] site
again, test drive a vehicle, visit a retailer, and recommendation intentions.
17. Measuring User Experience Is Complicated
17
UXIs it useful?
Is it easy
to use?
Does it
know me?
Is it
delightful?
Is it
visually
appealing?
Does it
perform
well?
20. There Is No Shortage of Data to Monitor Digital Properties
20
Analytics Voice of Customer Data
Conversion Visitors Page Views Brand Affinity Satisfaction Purchase Intent
21. When the Data Shows Red Flags, Can It Prescribe and Prioritize
UX Solutions?
21
Analytics
Conversion Visitors Page Views
Voice of Customer Data
Brand Affinity Satisfaction Purchase Intent
22. AnswerLab conducted in-depth interviews with UX
leaders at F500 companies and learned:
• No Why or How
• Need Holy Grail
• They need to know:
– What’s the problem?
– How big is the problem?
– Why is this a problem?
– How do I resolve it?
22
Challenges Facing UX Experts
23. Four High-Level Steps for Measuring User Experience
23
❶ Get Customer Input at the Right Time
❷ Determine Priorities
❸ Read and Evaluate Comments in the Context of Your Business
❹ Measure the Change
24. UXimpact™ Delivers Evidence-Based Recommendations to Improve
User Experience and Measure Business Impact
24
• Inability of visitors to
find information
about
environmentally
friendly car options
• Improve visibility of MPG information
• Showcase electric vehicles on
website
• X% Increase “eco”
brand association
Reveal
Problems
Recommend
Improvements
Measure
Impact
25. 25
The AnswerLab Approach to Measuring the Business Impact of Digital
Experience: UXimpact™
User Intent User Experience Business Impact
Conversion
Brand
Impression
What is
the price?
Can I get
my car in
red?
Which model
has the features
I want?
Utility
Usability
Performance
Intelligence
Engagement
Visual Design
28. Key Brand Attributes
28
UXimpact™ Analysis Approach
Consulting Insight
• Industry
Knowledge
• Business
Constraints
Investigative
Analysis
In-depth Review of
User Commentary in
Site Context
Combines User Feedback, Impact Analysis, and Consulting Insight to Deliver a Prioritized Action Plan
Driver Analysis UX Experts
Utility
Usability
Performance
Intelligence
Engagement
Visual Design
(Variety of Metrics)
User
Experience
Purchase
Visit a Dealer
Test Drive
Request a Quote
Conversion
Impact
Brand Impact
Overall Brand
ImpressionBrand
Experience
29. Top Priorities for UX Investment
29
UXimpact™ Results Deliver a Prioritized Action Plan
Action Plan
Recommendations
Priorities for
Future UX
Investment
• Report and Workshop
• Monthly Scorecard
• Quarterly Reporting and Workshop
• UX Score
Key Indices
UXimpact™ score
Recommendations
30. 30
UXimpact™ Can Be Used as Ongoing Program or Point-In-Time
Ongoing Point-In-Time
When
You are continuously working to improve
your digital properties
You are planning a redesign or significant
changes to infrastructure, navigation,
hierarchy, or branding
• Understand motivations for site visits
and evaluate task success
• Gather consistent measures of user
experience and business impact
• Develop UX action plan and measure
results
Persistent intercept survey
• Gather baseline measures of user
experience
• Identify deficiencies with current site to
guide changes
• Measure the impact of major changes on
user experience and business outcomes
• Baseline intercept survey (N>100)
• Retest intercept survey (N>100)
Why
How
33. 0
20
40
60
80
100
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Utility
Usability
Performance
Engagement
Intelligence
Visual Design
0
20
40
60
80
100
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Experience Metrics: Trends
33
Both Desktop and Mobile sites’
User Experience metrics dropped
significantly in May, but are
improving.
TREND
INSIGHT
Sample: Desktop (Post n=500), Mobile (Post n=300)
Post: Please rate how much you agree or disagree with the following concerning your experience on the [name] site. (UX statements) Top 2 Box (“7” or “6”) Scale of 1 to 7 where “1=Strongly Disagree” and “7=Strongly Agree”
MOBILE
The newly-launched Build & Price tool
had many performance issues in the
first few weeks, leading to lower ratings.
REASON
DESKTOP
34. 34
Top 5 Desktop Problems and Frustrations
The site’s navigation comes to the top
of the list as an issue with the
experience. While it may be related,
small font size accounts for the second
most frequent complaint.
BENCHMARK
INSIGHT
The navigation within the configurator
surfaced as a major point of frustration for
users. In terms of font size, users felt it was
particularly difficult to read on the specs
pages where the information is dense.
REASON
Sample: Desktop (n=500)
Q: More specifically, which of the following problems and frustrations, if any, did you experience while on the [name] site?
64% 60% 55% 50%
42%
Top 5 Problems and Frustrations
DESKTOP
Difficult to
navigate
Font size was too small/
difficult to read
Instructions were unclear
/ insufficient
Layout and organization of the
pages were confusing
Link names and labels
were unclear
January –
March 2014
35. 35
Top 10 Priorities for Future UX Investment
1
2
3
4
5
6
7
8
9
10
Redesign configurator point of entry
Add promotions and incentives content
Provide customizable vehicle comparison tools
Provide clearer links to financial calculators from pricing and incentive pages
Further investigate potential site speed issues with mobile
Include clearer methods of contacting customer support
Change colors of interiors when clicking on swatches
More clearly identify dealer contact options in vehicle details
Determine methods for reducing the amount of scrolling on pages
Increase the size of product images
Desktop
Mobile
Desktop
Both
Mobile
Both
Both
Mobile
Mobile
Desktop
Priority Device Conversion Impact Brand Impact
36. Priority 1: Build & Price Model Selection Process (Desktop)
36
Many visitors were
unable to complete
their configuration
task because they
were overwhelmed
with the amount of
details and specs
that appeared when
deciding on a model
Barrier
to Entry
“I tried to configure but
there were a lot of specs,
so I went back and read
through each model.”
“I loved all the detail when
I went to build my car but
it got too overwhelming so
I stopped.”
Recommendation
Develop a trim-
comparison tool that
visually shows users
the differences
between trim levels
when getting started
37. Key Indices: Trends
37
Client’s systematic approach to eliminating key
user experience pain points over the past year
has resulted in a strong positive improvement in
both Desktop and Mobile. However, Mobile
cores reflect continued room for improvement
compared to Desktop.
TREND
INSIGHT
Sample: Desktop (n=500), Mobile (n=300)
Users continue to rate their experience with mobile
lower than desktop due to the inability to find offers
and promotions on the site. Until Client invests in
adding this capability, Mobile scores are likely to
continue to lag behind desktop
REASON
0
20
40
60
80
100
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
0
20
40
60
80
100
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Conversion Index
Brand Index
UX Index
MOBILEDESKTOP
38. 38
UXimpact™ Overall Score Trends
Sample: Q4-14 Desktop (n=500), Mobile (n=300)
Note: UXimpact is comprised of Brand Impact Index, Conversion Impact Index and UX Index
TREND INSIGHT
The company’s systematic approach to eliminating key
user experience pain points over the past year has
resulted in a strong positive improvement in both
Desktop and Mobile UXimpact™ Scores. However,
Mobile UXimpact™ Scores reflect continued room for
improvement compared to Desktop.
REASON
Company users continue to rate their experience with
mobile lower than desktop due to the inability to find
offers and promotions on the site. Until the company
invests in adding this capability, Mobile scores are likely
to continue to lag behind desktop.
65 66
70
72
50 50
55
60
Q1 - 2014 Q2 - 2014 Q3 - 2014 Q4 - 2014
Desktop
Mobile
Company UXimpact™ Scores
39. 39
The AnswerLab Approach to UX Research
Plan Optimize Measure
Build the right thing Build it right Watch it succeed
• What should we build?
• Which value prop &
concept?
• How do we compare?
• Where do we focus now?
• How do we organize it?
• Can they use it?
40. Your Trusted User Experience Research Partner
Learn More.
Contact info@answerlab.com
Editor's Notes
Today’s presenter is User Experience veteran and AnswerLab CEO Amy Buckner Chowdhry. Amy co-founded AnswerLab a decade ago to help the world’s leading brands build better digital products. Under her watch, AnswerLab has grown to become a trusted partner to companies like Google, FedEx, Wal-Mart and more. Amy was the First CEO from the user experience research industry to be named by Ernst & Young as one of 10 “Entrepreneurial Winning Women” and was also recently named to Fortune’s “Most Promising Women Entrepreneurs”
Before co-founding AnswerLab, Amy served as Director of Professional Services at Vividence (now Keynote).
First, I wanted to briefly share a little about AnswerLab before we get started. AnswerLab delivers trusted customer insights that help the world’s leading brands build outstanding digital products and services. We focus exclusively on user experience research to understand what people see, do, think and feel when using web sites, mobile applications, and other digital products.
AnswerLab has a decade of experience evaluating the user experience of the world's most visited desktop and mobile properties. Through hundreds of research engagements involving thousands of users across the product development cycle, AnswerLab has developed a suite of research solutions for every phase of the product development cycle.
We …
Come recommended by Forrester
Are regularly published in UX Magazine and Quirk’s Market Research Magazine
recently partnered with Google to understand mobile user needs which resulted in 25 Principles of Mobile Design published by Google and shared at their recent I/O conference. Our research team interviewed 119 participants, split between Android and iOS operating system users, across 100 different mobile websites to support Google’s recommendations
Here’s what I’d like to cover in today’s presentation.
Before we dig into these details, I want to share a brand experience that illustrates why UX is so important. At AnswerLab, we ‘re always trying new digitally enabled services… one of our SF researchers tried this one recently
You be familiar with the commuter busses we have in the bay area – private busses some companies like Google and Facebook use to shuttle their employees to Silicon Valley, an hour away, in Wi-Fi enabled comfort. Making an otherwise long, unproductive commute, convenient and comfortable. RidePal offers a similar service open to ALL commuters.
RidePal’s stated mission is to improve the lives of commuters by making their commute more time-efficient, convenient, and relaxing. They have incredible brand potential in a region where commutes are increasingly longer and more frustrating.
However, while the ride itself may be relaxing, an incredibly poor user experience on their website and mobile app makes getting to that bus time consuming and frustrating, completely eroding all promise of the brand. Let me show you a few examples.
[FIRST SCREENSHOT, WEBSITE]
First, the suggest routes don’t appear to go to the “work” or “home” locations. There’s no information explain the results. Routes can’t be selected, no indication of what to do next
booking and mapping functionality sends users through various steps repeated times
[SECOND SCREENSHOT, APP]
And take a look at the bus tracker. The bus appears on it’s way due to it’s proximity to the stop. However, the text indicates an arrival of 5:05 pm. When will the bus arrive actually arrive?
Additionally, there’s no detail about the precise stop location. That combined with, and unmarked busses, meant riders have to approach unmarked busses to question drivers about time, whereabouts and even if they were the bus ride company.
As you can see from the mobile app examples here, nothing about the user experience support’s RidePal’s brand promise of being time-efficient, convenient, or relaxing.
And that leads us to the financial impact of user experience. A poor user experience can result in millions in lost revenue. Inability to find information, errors, and general confusion on websites contribute to leakage from the funnel. If you can eliminate as many user experience detractors as possible, you can convert more customers.
And at an aggregate level, more and more data show that companies who focus on user experience move to the top of the market. You can see from this data from Watermark Consulting that Customer Experience leaders out perform the market by more than 20%.
Brands at the forefront of innovation are so focused on user experience that they’ve recently acquired niche user experience consultancies. A couple of years ago Facebook acquired digital UX firm Hot Studio in SF. PWC acquired UX firm Optimal Experience in Australia. And, just this month Capital One announced it’s acquisition of Adaptive Path.
And, Word on the street is that Google is even considering adding mobile UX to mobile search rankings.
Google considers mobile UX important because, as a Google spokersperson put “Mobile-friendly websites provide a much better user experience for the mobile users. According to Google’s studies, 61% of users are unlikely to return to a mobile site that they had trouble accessing from their phone…; the mobile device penetration is over 50% in the USA and most users use their device for browsing websites.” In fact, Google takes mobile UX so seriously that they commissioned AnswerLab for mobile user experience research spanning 100 different mobile websites, which was specifically designed to fill a vast void in what we know about mobile website design and how people respond to it. Google made the resulting mobile design principles publicly available in report of 25 best practices in Principles of Mobile Site Design.
A recent McKinsey survey of 850 C-level executives shows how challenging "going digital" can be. the survey identified the gap between investing in digital and understanding value of that investment. Today, C-level involvement in digital efforts is growing substantially, organizations recognize that much of their future revenue growth is tied to digital, and companies are making digital engagement of customers a top priority from a budgetary perspective. BUT only 7% of the executives say their organization understands the value at stake from digital. The existence of this gap has the potential to create significant execution risk for many organizations McKinsey recommends that digital teams "understand better what they can gain from digital initiatives and to match priorities and investments with the areas of highest value.“
So, how do you tie user experience investment to business impact?
First, we need to recognize that User Experience is more than “Usability”. In the early days, when digital interfaces were primarily limited to software applications and systems, ease of use dominated the field. Could users easily and efficiently complete primary tasks? Could they achieve the purpose for which the application was designed?
Over time, the complexity, depth, and frequency of our digital interactions has increased. The landscape evolved as well, as companies have recognized the opportunity for a competitive advantage and invested more into interaction design and research. With all of these changes, UX itself began to change, and so did the questions we were asking. It was no longer enough to just be easy to use. Now, user experience is a far more complex concept to define and measure, to the point that even if you know that your user experience has a problem, you might not know why and how to fix it.
In the early days, when digital interfaces were primarily limited to software applications and systems, ease of use dominated the field. Could users easily and efficiently complete primary tasks? Could they achieve the purpose for which the application was designed?
Over time, the complexity, depth, and frequency of our digital interactions increased. The landscape evolved as well, as companies have recognized the opportunity for a competitive advantage and invested more into interaction design and research. With all of these changes, UX itself began to change, and so did the questions we were asking. It was no longer enough to just be easy to use. Now, user experience is a far more complex concept to define and measure, to the point that even if you know that your user experience has a problem, you might not know why and how to fix it.
With the expansion in the nuances and facets of measuring and evaluating user experience, we’ve seen an overlap develop between UX and brand. Some of these UX attributes you see may double as brand attributes that you’re currently tracking. As a result, we now often see correlating peaks and dips between UX and brand health.
The net of this is that brand health and user experience have started to impact each other and we see this all the time now in our own research. Switching the company logo on a mobile device or website often boosts or deflates user impressions and ratings of the experience, due to brand associations. Conversely, our own studies have shown that even a single particularly bad or good user experience can shift overall perceptions of the brand.
Take a look at this example from one of our automotive clients. This company engaged in a site redesign with the explicit goal to build and reinforce a stronger luxury brand identity.
You can see ratings of key brand attributes for the old version of the site in orange and ratings of the new version of the site in blue. Unfortunately, the client’s over-focus on site imagery and branding elements resulted in a worse overall experience for consumers because key UX elements were de-emphasized.
As a result both the site UX ratings and brand ratings suffered. You cannot have a strong brand impact without equally focusing on a strong user experience.
And this over-emphasis on branding elements of the site impacted key conversion metrics as well. Consumers were less likely to return to the site, configure a vehicle, and visit a dealer with the new site design.
But, measuring the User Experience is complicated. It’s not just about NPS or Satisfaction. All of these various questions each have their own unique impact on the overall user experience. It’s not as simple as adding them all together.
Performance, for example, is more of a potential detractor to the overall UX. Once you meet users’ expectations on speed, stability, and responsiveness, the benefit to your overall UX is marginal. On the other hand, if your product crashes or starts to exhibit glitches and bugs, your UX will quickly suffer, no matter how well you do everything else.
On the flip side, users don’t usually expect or need a digital interaction to be ‘delightful,’ so your overall UX won’t suffer if you don’t deliver. But if you are able to delight your users, it will provide a boost to your overall User experience that can raise customer expectations, put you ahead of your competitors, and ultimately elevate your brand
And that leads to the next point. Unfortunately, user experience is a moving, relative target. The quality of your user experience is directly related to users’ expectations, which is based on their prior interactions. When users encounter a new, superior user experience, it becomes the standard to which other digital interactions will be compared going forward.
Blackberry and Google illustrate the risks and opportunities of adapting to a new standard of mobile user experience established by Apple with the introduction of the iPhone and the App Store.
In the era of big data, we know you are aren’t lacking for more data. Our clients tell us that they are inundated with data. We know that it’s critical to measure the pulse of your digital properties. Like our clients, I’m sure you have access to web analytics and VOC data to monitor how your sites are doing. And we know that you want the user experience to support your business goals.
But when these data sources identify an area of concern, for example, a falling conversion rate, the hard part is determining what to fix, how to fix it, and how pressing it is to fix it. As critical as the data may be in revealing problems, it can’t prescribe and prioritize solutions to user experience challenges. We have heard repeatedly that the data doesn't give enough direction on what to do to improve the user experience of digital properties.
So, we interviewed UX leaders at F500 companies because we wanted to understand more about their challenges. And they told us some key things:
First they told us there are many solutions to identify experience issues but no solutions that tell them how to fix those issues.
They also told us they want a holy grail – they want to know specifically what to do and they want to be able to demonstrate the value of user experience with bottom line business metrics
And finally, they told us they want to know what is the problem? how big is this problem? And why is it a problem?
So based on our decade of advising digital brands on how to improve their user experiences, and based on these challenges that we heard from user experience leaders, we identified four best practices for improving the user experience of your digital properties and for how to measure them.
Get Customer Input at the Right Time: Ask customers for feedback while they experience your digital property. Find out why they visited, whether they achieved their goals, how they rate the experience, and provide open-ended opportunities to explain responses to key questions.
Determine Priorities: Not all customer feedback has the same impact on your business goals. Have a way to rate, score, and/or calculate the relative importance of each finding to your key goals.
Read and Evaluate Comments in the Context of Your Business. Open-ended comments provide rich, actionable information, but only if they are analyzed by people who understand your industry, your business goals, and UX. Word counts and clouds miss meaning and nuance.
Measure the Change: It is easy to get caught up in the cycle of iterating and constant updates, but it is also important to let the dust settle and measure the impact of your UX improvements to your bottom line.
These are the right ways to ensure your UX is elevating your brand.
With these best practices in mind, AnswerLab decided to fill the gap that exists for clients today in understanding their data. Our solution is called UXimpact. It measures your users’ digital experience and delivers evidence based-recommendations to improve it.
It starts by revealing and diagnosing problems
It then moves on to recommend solutions to the issues that have the most significant impact your business goals
And then it measures the resulting impact these changes have on your user experience and your business goals – so you know you’ve made a difference.
We believe, to improve conversion rates and performance on other business objectives such as brand impression, you need to understand your users’ intended goals and assess the user experience that leads to their success or failure on those goals. You need to get to the root of the problems and understand exactly what to fix and how to fix it.
By understanding users’ intentions and examining their feedback, UXimpact gives us a thorough and objective assessment of the digital user experience.
Let’s talk a little bit about this product and how we approach getting this data and analyzing it to offer recommendations.
We collect data through an intercept survey on your digital properties.
• The survey collects specific UX measures, such as task success, user intent measures, and business outcome measures, such as likelihood to purchase and impression of the brand.
• The survey also gives users an opportunity to provide open-ended feedback on key measures to explain the rationale behind them.
The Uximpact approach includes:
Analysis of quantitative and qualitative data collected through an intercept survey on your site, a driver analysis to help uncover the user experience challenges that may be compromising your business outcomes, and consulting insight from the industry’s most experienced team of UX research experts. Specifically, we…
We develop a baseline of task-based UX measures, a composite UX index, and summary of business outcome measures to evaluate progress over time.
• AnswerLab’s UX research experts use a driver analysis to uncover which user experience variables have the biggest impact on your desired business outcomes, such as likelihood to purchase, brand impression, or whatever is the overriding call-to-action you seek.
• We consider the results of the driver analysis in the context of your industry, your business constraints, and in-depth examination of direct user commentary collected in the survey.
The result is a customized, prioritized user experience action plan that helps you ensure your digital properties are achieving your business goals. I’ll take you through some of the report deliverables shortly. Before that, I’d like to touch on the use cases for this kind of research solution…
UXimpact is a consultative product that can be used as an ongoing program or as a point-in-time solution.
The ongoing program employs a persistent intercept survey to continuously monitor iterative changes to digital properties. It is useful for companies who want early identification of UX issues, developing trends or marketing opportunities.
The point-in-time solution employs on-demand before/after intercept surveys to plan for and measure major overhauls or significant changes to infrastructure, navigation, hierarchy, or branding within digital properties.
In terms of benefits, the on-going program:
Identifies and diagnoses developing user experience issues before they have negative effects on business
Prioritizes and recommends iterative site changes to have the biggest impact
Continually measures and compares user experience to baseline to reveal impact of iterative changes
Whereas the point-in-time solution:
Identifies and diagnoses user experience issues prior to a redesign
Prioritizes and recommends site changes to have the biggest impact
Measures and compares user experience before and after redesigns to reveal impact of changes
Our automotive clients use continuous measurement to understand the effectiveness of their various digital initiatives. They set targets and goals for interactive managers and their agencies.
Our global CPG clients use UX measurement to benchmark their international website experience, understand visitor expectations, and learn critical regional differences. One client’s results revealed that visitor expectations varied greatly across regions, highlighted consumer concerns around authenticity, and identified gaps with how the brand is communicated across countries.
So what kind of insights can you get from this in more practical terms? I thought it would be helpful to share some examples of our deliverables that we share in a workshop format when we’re done analyzing the results of your study.
UXimpact’s reports are customized for each client to reveal and diagnose the UX problems that may be preventing them from achieving their business objectives.
This is what a report deliverable looks like to help reveal UX issues. It shows how you are performing on key UX metrics, highlights areas of concern, and explains the reason behind what’s happening on the site.
In this report slide from a point-in-time UXimpact program, we see that the client’s initial baseline test showed 5 main user problems and frustrations.
The reports also prioritize the improvements that will have the biggest impact. Consider this your “UX Action Plan”, tying each recommended change to a business outcome.
This sample slide shows ten recommended UX changes for a client. UXimpact’s driver analysis prioritized the changes to identify which have the largest impact on the client’s two main business goals – brand impact and conversion impact. So, the client knows exactly where to focus their UX investment.
For each of the identified priorities, the reports identify specific, implementable changes. By following these recommendations, clients can improve the business outcomes on their digital properties.
If you’re responsible for brand tracking at your organization, you may have noticed how difficult it can be to pinpoint what changes can really help you move the dial for your brand reputation. As you can see from the specificity on this slide, UX measurement is a practical way for you to get tactical, actionable insights to really improve the experience of your digital products and ultimately elevate brand impression and conversion.
While you make needed UX changes, we then track the outcome on your business objectives, that we define with you and are customized to your goals – be they conversion, engagement, brand impression.
This report deliverable shows the trends on user experience performance along with business performance. In this case, the clients site goals were conversion and brand impression. We show the trends on these measures and provide the rationale for what we are seeing in the data.
And finally, all indices roll into a single UXimpact score that you can track over time across digital properties. Your UXimpact score provides the most comprehensive understanding of what customers think of your brand, their intent to do business with you, and their impressions of the experience they had with your digital channels. Your UXimpact Score is the now single measure needed to ensure that your User Experience Doesn’t Kill Your Brand.
A best practice digital measurement program is not enough to ensure your digital properties help elevate your brand.
Great digital experiences arise from a true User-Centered Design Process, that involves customers at every step of development, from planning, to optimizing, to launch. They should inform what to build, the value proposition, the narrowing of concepts, the optimal navigation, and the overall design.
Your best partner in digital measurement will have a host of solutions to help you through each stage of the process, so that learnings about your customers’ needs and your business constraints result in better recommendations and stronger ROI from your user experience. If we could leave you with one single take-away from this entire presentation, it would be this:
Your brand in the digital world IS your user experience. You need to plan it, build it, and measure it with customer insight at each step of the way.
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http://answerlab.com/services/ux-measurement/
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