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Customer behaviour insights - find out what people think of your site!
- 1. #BoostB2B Customer behaviour insights Find out what people really think of your site! Presented by Paul Randall www.evosite.co.uk @paulrandall
- 2. #BoostB2B Creating exceptional digital experiences for 15 years We have helped hundreds of organisations improve their eCommerce websites and digital products. Established in 2001 Talented team of 30 Over 250 active clients 700+ web solutions delivered Multi award winning agency
- 3. #BoostB2B Who am I? ● Senior UX Architect at Evosite ● 10 year background in web industry ● Watched hours of usability studies ● Looking out for the customer!
- 4. #BoostB2B The objectives of today's talk... By the end of this session, you will be able to: ▪ Identify weaknesses on your site ▪ Conduct usability studies ▪ Make your website more profitable
- 6. #BoostB2B Do you know what customers think of your site?
- 7. #BoostB2B
- 8. #BoostB2B Areas to investigate in analytics ● Landing pages ● High traffic & high bounce rates ● Exit pages ● Checkout dropout
- 9. #BoostB2B Analytics tells you what, but, it doesn’t tell you why?
- 11. 17% Number of pageviews less than four seconds
- 12. #BoostB2B
- 13. #BoostB2B We don’t read pages. We scan them
- 16. #BoostB2B Instructions must die. “Please select from the following…”
- 17. #BoostB2B
- 18. #BoostB2B If you want a great site, you’ve got to test it.
- 20. #BoostB2B 1.Identify a visitor task 1. Identify 2.Test 3.Observe 4.Analyse
- 21. #BoostB2B 2. Ask open questions 1. Identify 2.Test 3.Observe 4.Analyse
- 24. #BoostB2B Example test script 1. [PRE-TASK QUESTION] You are looking to buy or rent your next property. What are the main features you look for when searching? 2. Where would you normally go to look for a property on the web? Stating your reasons for doing so. Now go ahead and do that.
- 25. #BoostB2B Example test script (cont) 3. Now please visit this link: bit.ly/test and tell us about your first impressions of the company (have you heard of dealt with them before?) and first impressions of the site. 4. Start using the site to look for a property and as you do please say out loud what you are thinking.
- 26. #BoostB2B Example test script (cont) 5. Is there enough information on the page for you to make a decision? What else would be useful? 6. Now please enquire about a property, but stop just before submitting the form (you don’t have to use your real details).
- 27. #BoostB2B Example test script (cont) 7. Have you used any other property websites recently? If so how does it compare to any others you have used? Which did you prefer, please stating your reasons.
- 30. #BoostB2B Videos tagged by importance
- 31. #BoostB2B Videos tagged by importance
- 32. #BoostB2B £30 Cost of an unmoderated, remote usability test
- 33. #BoostB2B 5 People needed for a test
- 34. #BoostB2B 5 minutes... ▪ Identify high traffic pages with a high bounce rate
- 35. #BoostB2B 30 minutes... ▪ Conduct a usability test for a key task
- 36. #BoostB2B 17% Improvement on lead capture form
- 37. #BoostB2B 194% Improvement on lead capture form
Notes de l'éditeur
- People rarely tell you they found it hard They usually think it’s them, not you For every one comment, hundreds are unheard People simply find somewhere else to achieve their goal
- https://static.pexels.com/photos/164/man-person-apple-iphone.jpg