Encouraging conversion throughbetter user experience

Paul Boag

What is user experience?

It is not user interface design

The intersection of disciplines

User interface design

Customer experience Product design

Developer

Copywriter

Marketer

User researcher

Meeting the needs of connected consumers

It is about self service

Designing for the gaps

Gaps between channels

Gaps between devices

Gaps between business silos

Why user experience matters

It is expected

It generates repeat sales

It differentiates

The consequences of not providing it.

It shapes your products

Barriers to success

Break down business silos

Work collaboratively with people across your organisation to improve the user experience. End the silos.

Reject project thinking

Your digital strategy is like a garden. It improves over time. Keep tending it regularly.

Don’t continue with business as usual

The world is changing. Consumers are changing. What worked in the past no longer does. You need to adapt or die.

Don’t look inwards

Stop pushing your agenda on users. Instead seek to answer their questions and meet their needs.

Educate management

Engage developers

Developers are a key component in creating a great user experience. Do not exclude them from the process.

Map the customers journey

Understand the users story

Get a user researcher

Plug the gaps between platforms

Address user concerns

Don't waste the users time

Time is one of todays most valued commodities. If you can save a user time you will be a hero. If you waste their time you will be dead to them.

Help the user make a choice

Key take aways

Don’t reduce user to cash cows. Do put their experience first.

Do start working collaboratively with anybody who touches the

user experience.

Do start educating management about the need for radical change.

Do take the time to map the user journey and build user stories.

Don’t let users fall between the gaps.

boagworld.com

Thanks@boagworld