User Experience - Understanding Customer's Needs and Exceeding Their Expectations

U S E R E X P E R I E N C EU N D E R S TA N D I N G C U S T O M E R S N E E D S

A N D E X C E E D I N G T H E I R  E X P E C TA T I O N S .

U S E R E X P E R I E N C EU N D E R S TA N D I N G C U S T O M E R S N E E D S

A N D E X C E E D I N G T H E I R  E X P E C TA T I O N S .

G R A P H I C D E S I G N E R

L O G O S PA M P H L E T S C L O T H I N G C A TA L O G S F I R S T W E B S I T E 1 9 9 7 D E S I G N E R H A I R

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W E B D E S I G N P R O G R A M M I N G S E R V E R A D M I N I S T R A T I O N V I D E O P R O D U C T I O N V I D E O E D I T I N G D A TA B A S E A D M I N I S T R A T I O N S T R E A M I N G T E C H N O L O G I E S S E O C O N T E N T C R E A T I O N U S A B I L I T Y T E S T I N G

W E B M A S T E R / M U LT I M E D I A

M A N A G E R - U S E R E X P E R I E N C E

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D E S K T O P S M A R T P H O N E TA B L E T I N - S T O R E E X P E R I E N C E K I O S K A P P D E V E L O P M E N T U S A B I L I T Y T E S T I N G C O N T E N T S E O W E B W R I T I N G !

S E N I O R M A N A G E R I N F O R M A T I O N A R C H I T E C T U R E

D E S K T O P S M A R T P H O N E TA B L E T A P P D E V E L O P M E N T U S A B I L I T Y T E S T I N G

G R O U P L E A D E R U S E R E X P E R I E N C E

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D E S K T O P S M A R T P H O N E TA B L E T A P P D E V E L O P M E N T R E S E A R C H S T R A T E G Y !

Everyone talks about producing a great user experience for their customers, but what does that really mean?

A N E W A P P R E C I AT I O N A N D U N D E R S TA N D I N G O F U S E R E X P E R I E N C E

A new appreciation and different understanding of User Experience.

T O O L S A N D M E T H O D S T H AT Y O U C A N S TA R T U S I N G T O D AY

C O M PA S S I O N F O R T H E P E O P L E W H O Y O U ’ R E T R Y I N G T O R E A C H

W E A L L S H A P E T H E U S E R ’ S E X P E R I E N C E

T H E D E F I N I T I O N O F U S E R E X P E R I E N C E B Y J A K O B N I E L S E N A N D D O N N O R M A N

W H AT I S U S E R E X P E R I E N C E ?

"User experience" encompasses all aspects of the end-user's interaction with the company, its services, and its products.

B Y Y O U R S T R U LY

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We are trying to create wonderful experiences for people. These experiences need to provide value, exceed expectations and drive

results. At the same time, they should captivate, engage and emotionally connect with users when they are trying to achieve a

goal - no matter the time, place or circumstances.

W H AT W E A R E T R Y I N G T O D O

W H Y ?

W H Y ?

W H Y ?

W H Y ?89%

L E T ’ S S O LV E A P R O B L E M

1 . 1 B I L L I O N 1 . 1 B I L L I O N

G O A L : P R O V I D E S O L U T I O N S F O R C L E A N W AT E R

S O L U T I O N S F O R C L E A N W AT E R

G O A L : P R O V I D E S O L U T I O N S F O R C L E A N W AT E R .

A R E W E M I S S I N G A N Y T H I N G ?

C O N T E X T

• The Who

• The What

• The Where

• The Why

C O N T E X T

• 3 Miles Average

• Hours/Trip

• On Foot

• 20 Gallons

G O A L P R O V I D E S O L U T I O N S F O R C L E A N W AT E R

G O A L I W A N T T O H AV E C L E A N D R I N K A B L E W AT E R

G O A L P R O V I D E S O L U T I O N S F O R C L E A N W AT E R

C O N T E X T

• 3 Miles Average

• Hours/Trip

• On Foot

• 20 Gallons

G O A L : I W A N T T O H AV E C L E A N D R I N K A B L E W AT E R .

I need to…do this in a short amount of time

I need to…do this with ease

I need to…make less trips

I need to…store the water safely

G O A L : I W A N T T O H AV E C L E A N D R I N K A B L E W AT E R .

http://www.youtube.com/watch?v=-U-mvfjyiao

Reframe the goal Understand the Context Every goal has needs

R E S E A R C H

Workshops Card Sorting Diary Studies Expert Review Heuristic Review Surveys Contextual Inquiry Usability Testing Eye Tracking Benchmarking Interviews Personas Task Analysis Ethnographic Research

U S A B I L I T Y T E S T I N G

• Instant Feeback

• 5-6 People / 85%

• Incomplete Project

• Less Expensive

http://www.youtube.com/watch?v=4cMVKW-fR1M

B E S T P R A C T I C E S

L E T ’ S D O S O M E R E S E A R C H

L E T ’ S J U M P I N T O A N O T H E R PAT H F O R C R E AT I N G E X P E R I E N C E S .

A N E X A M P L E

• 5 5 + • H I G H E R I N C O M E

82%

8 2 % + Add to Cart Conversion

1 3 9 % + # of Units Ordered

5 8 % + Sales Revenue

1 8 % + Average Order

82%

8 2 % + A D D T O C A R TAdd to Cart Conversion

C O N T E X T

• The Who

• The What

• The Where

• The Why

G O A L : I W A N T T O H AV E C L E A N D R I N K A B L E W AT E R .

I need to…fall in love with the product

I need to…feel pride about the choice I made

I need to…get help picking out the right products

I need to…understand the quality of the product

G O A L : I W A N T B U Y P R O D U C T S F O R M Y G A R A G E

C O N T E X T

• The Who

• The What

• The Where

• The Why

B Y Y O U R S T R U LY

!

!

We are trying to create wonderful experiences for people. These experiences need to provide value, exceed expectations and drive

results. At the same time, they should captivate, engage and emotionally connect with users when they are trying to achieve a

goal - no matter the time, place or circumstances.

W H AT W E A R E T R Y I N G T O D O

T H A N K Y O U !