Here are our slides from the Figaro Digital event on 5th August 2015. We discussed how improving the online customer experience can provide you with a distinct competitive advantage. Video available here - http://www.figarodigital.co.uk/Video.aspx?v=3696c992-0e10-42b7-9fb8-7ebcd3aa374b
9. What is a diary study
• Users self-report their activities
at regular intervals
• Posts can include text,
screen shots, photos and videos
• We use twitter when
conducting our diary studies
11. Your services
BEFORE USAGE
Anticipated UX
Imagining experience
DURING USAGE
Momentary UX
Experiencing
AFTER USAGE
Episodic UX
Reflecting on an
experience
OVER TIME
Cumulative UX
Recollecting multiple
periods of use
Longitudinal data
16. The cocktail party effect
• Defined by Colin Cherry in 1953
• Reticular activating system (RAS)
• RAS gateway information passes
through to reach our brains
17. 74% of online consumers get frustrated
with websites when content appears that has
nothing to do with their interests
www.aberdeen.com/research/4904/ra-email-marketing/content.aspx
18.
19.
20. Location
City, country
and region
Device
iPhone, iPad, Android, tablet,
Windows, Mac, Linux
Frequency
First , second, third,
fifth time visitor?
Time & date
Proximity to payday,
seasonality
Referral URL
Where did they
come from?
History
have bought before, what,
how much did it cost?
Behaviour
navigation clicks,
page views
Blogs, white papers,
images, videos
Content
29. Media is consumed on screen
90%Of all media interactions
are screen based
Source: Google Mobile Survey
http://www.google.co.uk/think/articles/multi-screen-world.html
30. Smartphone are with us
both at home and on the go
38%Of all our media interactions
occur on smartphones
Source: Google Mobile Survey
http://www.google.co.uk/think/articles/multi-screen-world.html
31. A large proportion of consumers
days are spent in front of a screen
4.4Of leisure time are spent
in front of a screen
hrs
Source: Google Mobile Survey
http://www.google.co.uk/think/articles/multi-screen-world.html
60. 1. Walk in your customers shoes
2. Customise the experience
3. Continually test
4. Multi screen
5. The need for speed
6. Technology for customer need