[sage pay] user experience in multichannel businesses
DESCRIPTION
Key learning's include: • Increasing conversion rates • Reducing dropout rates; plus • Other ways to provide an exceptional user experienceTRANSCRIPT
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User experience in multichannel businesses
Webinar 15 May 2014
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User experience in multichannel businesses The speaker
15 May 2014 Sage Pay - UX Webinar 2
Myles Davidson
http://www.linkedin.com/in/mylesikos
About i-KOS
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User experience in multichannel businesses Multichannel vs omnichannel
15 May 2014 Sage Pay - UX Webinar 3
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20 May 2014 Sage presentation 4
eCommerce Usability The small stuff that combined makes a big difference
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15 May 2014 Sage Pay - UX Webinar 5
Persuasion 1% Conversion
= 16%
traffic
Friction
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20 May 2014 Sage presentation 6
Forms “don’t make visitors think”
01
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15 May 2014 Sage Pay - UX Webinar 7
It’s not about steps
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15 May 2014 Sage Pay - UX Webinar 8
make it easy
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15 May 2014 Sage Pay - UX Webinar 9
remove steps
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15 May 2014 Sage Pay - UX Webinar 10
?
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15 May 2014 Sage Pay - UX Webinar 11
fast OR cheap
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20 May 2014 Sage presentation 12
Realtime (inline) feedback “now we’re talking”
02
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15 May 2014 Sage Pay - UX Webinar 13
WTF!
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15 May 2014 Sage Pay - UX Webinar 14
reduces errors
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quicker to complete
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15 May 2014 Sage Pay - UX Webinar 16
22% increases in success
rates
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20 May 2014 Sage presentation 17
Delivery & Billing “I’m buying it for me”
03
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use defaults
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20 May 2014 Sage presentation 19
“avoid jargon especially the technical kind”
Copy
04
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TLA
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20 May 2014 Sage presentation 21
“nobody reads your buttons” Buttons
05
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15 May 2014 Sage Pay - UX Webinar 22
“continue” with care
“continue with care”
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20 May 2014 Sage presentation 23
Declutter “less is always more”
06
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15 May 2014 Sage Pay - UX Webinar 24
4 buttons competing
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20 May 2014 Sage presentation 25
Registration “not another b!**** password”
07
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15 May 2014 Sage Pay - UX Webinar 26
40% expect SPAM
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20 May 2014 Sage presentation 27
Search “not found”
08
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15 May 2014 Sage Pay - UX Webinar 28
top exit page
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15 May 2014 Sage Pay - UX Webinar 29
Search checklist 1. Implement an intelligent search to
cover singular, plurals, misspellings - OR DON’T DO IT AT ALL
2. Implement auto-suggestions to help user search for relevant keywords
3. Never let no results happen 4. Let the user know what they searched 5. Learn from the data
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20 May 2014 Sage presentation 30
Recommendations “really?”
09
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20 May 2014 Sage presentation 34
Cross device / cross browser “CROSS!!”
10
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15 May 2014 Sage Pay - UX Webinar 35
browsers don’t play
nicely
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15 May 2014 Sage Pay - UX Webinar 36
90% of multiple
device owners switch
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15 May 2014 Sage Pay - UX Webinar 37
removing
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15 May 2014 Sage Pay - UX Webinar 38
add
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20 May 2014 Sage presentation 40
Analytics “you can’t manage what
you don’t measure”
10
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20 May 2014 Sage presentation 43
Takeaways bonus material
(if you’ve not overrun!)
00
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sum of the parts
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15 May 2014 Sage Pay - UX Webinar 45
Each % is hard fought
Focus on the little
stuff
Measure the results
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15 May 2014 Sage Pay - UX Webinar 46
IF THE TECH IS WRONG THE EXPERIENCE WILL NEVER WORK RIGHT
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User experience in multichannel businesses About Sage Pay
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15 May 2014 Sage Pay - UX Webinar 48
Thank you & questions
Myles Davidson
@mylesdavidson
www.linkedin.com/in/mylesikos
Sage Pay www.sagepay.co.uk
@SagePay_UK
www.linkedin.com/company/sage-pay
www.facebook.com/SagePayUK