Customer behaviour insights - find out what people think of your site!
-
Upload
paul-randall -
Category
Data & Analytics
-
view
290 -
download
0
Transcript of Customer behaviour insights - find out what people think of your site!
![Page 1: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/1.jpg)
#BoostB2B
Customer behaviour insightsFind out what people really think of your site!
Presented by Paul Randallwww.evosite.co.uk
@paulrandall
![Page 2: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/2.jpg)
#BoostB2B
Creating exceptional digitalexperiences for 15 yearsWe have helped hundreds of organisations improve their eCommerce websites and digital products.
Established in 2001
Talented team of 30
Over 250 active clients
700+ web solutions delivered
Multi award winning agency
![Page 3: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/3.jpg)
#BoostB2B
Who am I?
● Senior UX Architect at Evosite● 10 year background in web industry● Watched hours of usability studies● Looking out for the customer!
![Page 4: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/4.jpg)
#BoostB2B
The objectives of today's talk...By the end of this session, you will be able to:
▪ Identify weaknesses on your site
▪ Conduct usability studies
▪ Make your website more profitable
![Page 5: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/5.jpg)
#BoostB2B
Let’s begin!
![Page 6: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/6.jpg)
#BoostB2B
Do you know what customers think of your site?
![Page 7: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/7.jpg)
#BoostB2B
![Page 8: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/8.jpg)
#BoostB2B
Areas to investigatein analytics
● Landing pages● High traffic & high bounce rates● Exit pages● Checkout dropout
![Page 9: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/9.jpg)
#BoostB2B
Analytics tells you what, but, it doesn’t tell you why?
![Page 10: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/10.jpg)
8.25sAverage attention span
![Page 11: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/11.jpg)
17%Number of pageviews less than four seconds
![Page 12: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/12.jpg)
#BoostB2B
![Page 13: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/13.jpg)
#BoostB2B
We don’t read pages. We scan them
![Page 14: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/14.jpg)
#BoostB2B
Omit needless words.
![Page 15: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/15.jpg)
#BoostB2B
Happy talk must die.
“Welcome to…”
![Page 16: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/16.jpg)
#BoostB2B
Instructions must die.
“Please select from the following…”
![Page 17: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/17.jpg)
#BoostB2B
![Page 18: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/18.jpg)
#BoostB2B
If you want a great site, you’ve got to test it.
![Page 19: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/19.jpg)
#BoostB2B
Conducting usability tests
1.Identify
2.Test
3.Observe
4.Analyse
![Page 20: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/20.jpg)
#BoostB2B
1.Identify a visitor task
1.Identify
2.Test
3.Observe
4.Analyse
![Page 21: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/21.jpg)
#BoostB2B
2. Ask open questions
1.Identify
2.Test
3.Observe
4.Analyse
![Page 22: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/22.jpg)
#BoostB2B
3. Observe behaviour
1.Identify
2.Test
3.Observe
4.Analyse
![Page 23: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/23.jpg)
#BoostB2B
4. Create hypothesis
1.Identify
2.Test
3.Observe
4.Analyse
![Page 24: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/24.jpg)
#BoostB2B
Example test script1. [PRE-TASK QUESTION] You are looking to buy or rent your next property. What are the main features you look for when searching?
2. Where would you normally go to look for a property on the web? Stating your reasons for doing so. Now go ahead and do that.
![Page 25: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/25.jpg)
#BoostB2B
Example test script (cont)3. Now please visit this link: bit.ly/test and tell us about your first impressions of the company (have you heard of dealt with them before?) and first impressions of the site.
4. Start using the site to look for a property and as you do please say out loud what you are thinking.
![Page 26: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/26.jpg)
#BoostB2B
Example test script (cont)5. Is there enough information on the page for you to make a decision? What else would be useful?
6. Now please enquire about a property, but stop just before submitting the form (you don’t have to use your real details).
![Page 27: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/27.jpg)
#BoostB2B
Example test script (cont)7. Have you used any other property websites recently? If so how does it compare to any others you have used? Which did you prefer, please stating your reasons.
![Page 30: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/30.jpg)
#BoostB2B
Videos tagged by importance
![Page 31: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/31.jpg)
#BoostB2B
Videos tagged by importance
![Page 32: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/32.jpg)
#BoostB2B
£30Cost of an unmoderated, remote usability test
![Page 33: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/33.jpg)
#BoostB2B
5People needed for a test
![Page 34: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/34.jpg)
#BoostB2B
5 minutes...▪ Identify high traffic
pages with a high bounce rate
![Page 35: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/35.jpg)
#BoostB2B
30 minutes... ▪ Conduct a usability test for a key task
![Page 36: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/36.jpg)
#BoostB2B
17%Improvement on lead capture form
![Page 37: Customer behaviour insights - find out what people think of your site!](https://reader035.fdocuments.us/reader035/viewer/2022070512/5889cacb1a28abca448b68cd/html5/thumbnails/37.jpg)
#BoostB2B
194%Improvement on lead capture form