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Why e-commerce UX is a business development secret weapon
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Reveal reasons why ecommerce business should care about UX
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Why e-commerce UX is a business development secret weapon
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.
8.
Landing Product Discovery Product Presentation Cart Management Checkout Payment Gateway Customer Services Delivery Return Loyalty E-commerce UX
9.
User Experience (UX)
is the interaction a user has with a product or service and how they perceive it.
10.
Product Service User U X
11.
UX ~ NPS User
Experience Professionals' Association International Conference 2012 - Erin Bradner & Jeff Sauro (Net Promoter Score)
12.
13.
14.
–American Express Survey,
2011 3 in 5 Americans (59%) would try a new brand or company for a better service experience.
15.
–“Understanding Customers” by
Ruby Newell-Legner It takes 12 positive experiences to make up for one unresolved negative experience.
16.
UX makes users
feel happy but anything else?
17.
Business development secret weapon
18.
Control version UX-optimized
variation RPV +17.4% (Source: rejoiner.com)
19.
Control version UX-optimized
variation RPV +13.9% (Source: rejoiner.com)
20.
Control version UX-optimized
variation RPV +14.3% (Source: rejoiner.com)
21.
Control version UX-optimized
variation RPV +36.8% (Source: rejoiner.com)
22.
Control version UX-optimized
variation Conversion rates +58.39% (Source: rejoiner.com)
23.
$mall UX tweaks
bring much better r€v€nu€
24.
25.
26.
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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