Apteligent All HandsApril 21, 2016

Quiz!POP

WHAT IS

UX?

IN SHORT, IT’S The User Experience.

In more detail, it’s the value derived from a product based on its utility and affordance.

WHY DOES UX matter to Apteligent?

“Every dollar invested in ease of use

returns $10 to $100.”-IBM

“Visit-to-lead conversion rates can be more than 400% higher

on sites with a superior user experience.”

-Forrester

“UX and usability account for 25%

of our total requests.”-Tom Blossom

Apteligent Support

IN A NUTSHELL • great UX means happy customers

• which means more sales/renewals

• which means more revenue

WHAT MAKES UP Apteligent’s User Experience?

It’s every screen of the product, including:

• The presentation

• The behavior

• The performance

BUT!

UX isn’t just about screens & interfaces.

Apteligent’s UX is about everything the customer interacts with.

IT’S EVERY customer touchpoint.

In other words…

• It’s every screen of the product • It’s every blog post • It’s every sales call • It’s every advertisement • It’s every landing page • It’s every support call • Et cetera

SO…

There is no single UX team; everyone at Apteligent is on the UX team.

It’s the responsibility of everyone to contribute to Apteligent’s UX.

This isn’t about relieving the “UX team” of our responsibilities.

It’s a philosophical framework for sharing the responsibility of the user’s experience.

WHY?

Many customer touchpoints are more deeply embedded in the company/product than the interface.

HOW DO WE START using this framework?

Everyone herehas to agree that...

1. Our goal is to create a great user experience.

2. The interface is just the tip of the UX iceberg.

3. Every customer touchpoint shapes Apteligent’s UX.

Many of you already think about your work this way.

To those who don’t: welcome to the UX team!

thanks!

SPECIAL THANKS to Anita Byczkowska for Typography Awesomeness.