Online Research Solutions to

Effectively Manage User Experience

Arthur MoanCountry Manager UK & Ireland

The age of the empowered customer is here… HOW DO YOU COMPETE?

Internet: the most inhospitable place on earth?

Most people don’t like bad experiences…

Experiences spread quickly nowadays

1 Sale

2 Lift

3 Profitability

4 Loyalty

5 AdvocacyCustomer

Experience Ripple Effect

Most Organisations…..

Deliver haphazard and chaotic customer experiences

Don’t recognise that managing customer experience is a strategic imperative

Fail to appreciate that customers are empowered like never before

Talk about customer centricity but don’t practice it

Are neglecting to systematically manage the customer experience

Introduce customer experience initiatives but lack staff commitment

It’s a real shame because...

…the internet is the most measurable medium available to us.

Return On Investment

£ >Attract > Convert > Retain

Do You Know?

The profile of the visitors to your website?

What they came to do? If they can achieve their goals? If they are satisfied? Why they abandon? How likely are they to recommend

you? If they prefer you over your

competitor?

Voice of Customer

100% customized intercept layer

Voice of Customer

Persistent Voice of Customer Tab

Voice of Customer

Integration with Web Analytics

Who

What

How

Why

Go beyond traffic data!

Who visits you

What do they come to do

Why they behave like they do

How satisfied they are when they leave

New

!

Mobile Insight

Mobile & Tablet browser support for Surveys and Site intercept (BETA): Survey your mobile visitors anywhere they access your site. With mobile and tablet support on surveys, the power is in your hands.

New

!

Goal Accomplishment

How Our Global Clients are Benefitting

Some of our Global Clients

How businesses are benefiting from UserZoom

“Usability is one of the key focuses for our research team and UserZoom isalready proving to be a versatile part of our usability research toolkit,complementing the other research we are doing, both in online and TV

platform development. It will allow us the flexibility to increase the range oftesting we do and turn projects around really fast. UserZoom is a feature rich

and sophisticated product and the support they offer is second to none.”

Suzanne Lugthart, Head of Online and VOD Research & Insight at ITV plc

How businesses are benefiting from UserZoom

Over 2 years using UZ

Over 50 studies

International, competitive UX Benchmarking

Cross w/ Google Analytics data

HEART Framework: Happiness, Engagement, Adoption,Retention, and Task success.

How businesses are benefiting from UserZoom

Over 20 studies

50% international

Prototype testing

Card Sorting

Typically test with 500-1000 users

How businesses are benefiting from UserZoom

Over 60 studies

20 user accounts

Online/remote usability testing

Lots of online surveys as well

Take Away Today - Accept that your baby may be ugly!!

Sunnyvale (USA)

440 N. Wolfe Rd. Sunnyvale,CA 94085 Phone: +1 (408) 524 7445 Contact: Alfonso de la Nuez

Barcelona (Spain)

Av. Diagonal 419 3º 2ª 08008 Barcelona Phone: +34 93 414 7554 Fax: +34 93 209 8380 Contact: Xavier Mestres

Cheshire (UK)

Booths Park. Chelford Road, Knutsford, Cheshire WA16 8GSPhone: + 44 (0)1565 759890Cell: + 44 (0)7900 472 920Contact: Arthur Moan

Thanks so much for your time!Check out our upcoming events at www.userzoom.com