Lee Duddell, Founder of WhatUsersDo, recently gave a presentation at Marketing Week Live, June 2013 where he discussed Multi-channel User Experience. Please click below for the slides.

1. Multi-channel
Lee Duddell, Founder
www.whatusersdo.com
@whatusersdo

2. Three…
• slides on WhatUsersDo
• insights
• challenges
and three users!

3. Three slides on WhatUsersDo

4. 1. Clients

5. You
2. Users into your organisation

6. 3. Multiple devices

7. Three insights
• Store locator
• Device switching
• expectations

8. 1. Store Locator
32% of UK consumers have used their
mobiles to find nearest store opening
times

9. 1. Store locator

10. 2. Device switching
• Because it’s hard to checkout
• Because they want the full experience
67%
of users start on
a SmartPhone
& finish on a
computer (Google)

11. 3. Users expect mobile
3 x as many
users expressed
“mobile website”
expectation in
2013 vs 2012
(WhatUsersDo)

12. Three challenges
• organisational
• getting behind the data
• getting the basics right

13. 1. Organisational challenges

14. 1. Organisational challenges
Silos
No ownership of User Experience
Skill-set

15. 2. Get behind the data
Data without user insight only tells you
WHAT or HOW MANY
not WHY

16. 2. Get behind the data

17. 3. Get the basics right
How to get the basics right?

18. 3. Get the basics right
“…we don’t even cross their minds when
shopping online”
Claire Zuurbier, M&S

20. 3. Get the basics right
78% committed to delivering the best UX
BUT 62% base design decisions on
hunches and guesswork

21. Thank you
F292

22. STOP guessing. Find out WHY.

23. Thank you

24. 3. Get the UX Survey
Tweet this if you’d like the report:
@whatusersdo uxsurvey