User experience in multichannel businesses

Webinar 15 May 2014

User experience in multichannel businesses The speaker

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Myles Davidson

http://www.linkedin.com/in/mylesikos

About i-KOS

User experience in multichannel businesses Multichannel vs omnichannel

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eCommerce Usability The small stuff that combined makes a big difference

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Persuasion 1% Conversion

= 16%

traffic

Friction

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Forms “don’t make visitors think”

01

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It’s not about steps

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make it easy

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remove steps

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?

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fast OR cheap

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Realtime (inline) feedback “now we’re talking”

02

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WTF!

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reduces errors

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quicker to complete

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22% increases in success

rates

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Delivery & Billing “I’m buying it for me”

03

use defaults

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“avoid jargon especially the technical kind”

Copy

04

TLA

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“nobody reads your buttons” Buttons

05

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“continue” with care

“continue with care”

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Declutter “less is always more”

06

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4 buttons competing

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Registration “not another b!**** password”

07

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40% expect SPAM

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Search “not found”

08

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top exit page

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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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Recommendations “really?”

09

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Cross device / cross browser “CROSS!!”

10

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browsers don’t play

nicely

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90% of multiple

device owners switch

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removing

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add

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Analytics “you can’t manage what

you don’t measure”

10

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Takeaways bonus material

(if you’ve not overrun!)

00

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sum of the parts

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Each % is hard fought

Focus on the little

stuff

Measure the results

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IF THE TECH IS WRONG THE EXPERIENCE WILL NEVER WORK RIGHT

User experience in multichannel businesses About Sage Pay

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Thank you & questions

Myles Davidson

myles@i-kos.com

@mylesdavidson

www.linkedin.com/in/mylesikos

Sage Pay www.sagepay.co.uk

support@sagepay.com

@SagePay_UK

www.linkedin.com/company/sage-pay

www.facebook.com/SagePayUK