Key learning's include: • Increasing conversion rates • Reducing dropout rates; plus • Other ways to provide an exceptional user experience

1. User experience
in multichannel businesses
Webinar
15 May 2014

2. User experience in multichannel businesses
The speaker
15 May 2014Sage Pay - UX Webinar 2
Myles Davidson
http://www.linkedin.com/in/mylesikos
About i-KOS

3. User experience in multichannel businesses
Multichannel vs omnichannel
15 May 2014Sage Pay - UX Webinar 3

4. 20 May 2014Sage presentation 4
eCommerce Usability
The small stuff that combined
makes a big difference

5. 15 May 2014Sage Pay - UX Webinar 5
Persuasion1%
Conversion
=
16%
traffic
Friction

6. 20 May 2014Sage presentation 6
Forms
“don’t make visitors think”
01

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It’s not
about
steps

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make
it easy

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remove
steps

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?

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fast OR
cheap

12. 20 May 2014Sage presentation 12
Realtime (inline) feedback
“now we’re talking”
02

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WTF!

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reduces
errors

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quicker to
complete

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22%
increases
in success
rates

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Delivery & Billing
“I’m buying it for me”
03

18. use defaults
15 May 2014Sage Pay - UX Webinar 18

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“avoid jargon especially
the technical kind”
Copy
04

20. TLA

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“nobody reads your buttons”
Buttons
05

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“continue”
with care
“continue
with care”

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Declutter
“less is always more”
06

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4 buttons
competing

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Registration
“not another b!**** password”
07

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40% expect
SPAM

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Search
“not found”
08

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top exit
page

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Search checklist
1. Implement an intelligent search to
cover singular, plurals, misspellings -
OR DON’T DO IT AT ALL
2. Implement auto-suggestions to help
user search for relevant keywords
3. Never let no results happen
4. Let the user know what they searched
5. Learn from the data

30. 20 May 2014Sage presentation 30
Recommendations
“really?”
09

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Cross device / cross browser
“CROSS!!”
10

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browsers
don’t play
nicely

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90% of
multiple
device owners
switch

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removing

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add

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40. 20 May 2014Sage presentation 40
Analytics
“you can’t manage what
you don’t measure”
10

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Takeaways
bonus material
(if you’ve not overrun!)
00

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sum of
the parts

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Each % is
hard fought
Focus on
the little
stuff
Measure
the results

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IF THE TECH
IS WRONG THE
EXPERIENCE
WILL NEVER
WORK RIGHT

47. User experience in multichannel businesses
About Sage Pay
15 May 2014Sage Pay - UX Webinar 47

48. 15 May 2014Sage Pay - UX Webinar 48
Thank you & questions
Myles Davidson
myles@i-kos.com
@mylesdavidson
www.linkedin.com/in/mylesikos
Sage Pay
www.sagepay.co.uk
support@sagepay.com
@SagePay_UK
www.linkedin.com/company/sage-pay
www.facebook.com/SagePayUK