Tuesday, May 19, 2015

Why ecommerce UX matters

Why ecommerce UX matters

Reveal reasons why ecommerce business should care about UX
Published in: Design, Retail

Transcript

  • 1. Why e-commerce UX matters
  • 2. Why we do e-commerce instead of traditional commerce?
  • 3. convenient intuitive enjoyable What we are expecting But…how do users actually feel?
  • 4. –McKinsey 70% of buying experiences are based on how the customer feels they are being treated.
  • 5. Landing Product Discovery Product Presentation Cart Management Checkout Payment Gateway Customer Services Delivery Return Loyalty E-commerce Customer Journey
  • 6. Landing Product Discovery Product Presentation Cart Management Checkout Payment Gateway Customer Services Delivery Return Loyalty E-commerce UX UX UX UX UX UX UX UX UX UX UX
  • 7. Landing Product Discovery Product Presentation Cart Management Checkout Payment Gateway Customer Services Delivery Return Loyalty E-commerce UX
  • 8. User Experience (UX) is the interaction a user has with a product or service and how they perceive it.
  • 9. Product Service User U X
  • 10. UX ~ NPS User Experience Professionals' Association International Conference 2012 - Erin Bradner & Jeff Sauro (Net Promoter Score)
  • 11. –American Express Survey, 2011 3 in 5 Americans (59%) would try a new brand or company for a better service experience.
  • 12. –“Understanding Customers” by Ruby Newell-Legner It takes 12 positive experiences to make up for one unresolved negative experience.
  • 13. UX makes users feel happy but anything else?
  • 14. Business development secret weapon
  • 15. Control version UX-optimized variation RPV +17.4% (Source: rejoiner.com)
  • 16. Control version UX-optimized variation RPV +13.9% (Source: rejoiner.com)
  • 17. Control version UX-optimized variation RPV +14.3% (Source: rejoiner.com)
  • 18. Control version UX-optimized variation RPV +36.8% (Source: rejoiner.com)
  • 19. Control version UX-optimized variation Conversion rates +58.39% (Source: rejoiner.com)
  • 20. $mall UX tweaks bring much better r€v€nu€
  • 21. Phowr (Lê Anh Quang) Product Manager E-Wallet Momo • Developer, Strobist @6ix.vn • Product Manager @VatGia • Project Manager @CucRe.vn • Product Specialist @Adayroi PhowrUXD phowr.uxdesign phowr.uxd@gmail.com
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