WHAT IS USER EXPERIENCE?

by @chris_naylor

1. WHAT IS UX? 2. PROCESS 3. BUSINESS VALUE 4. NOW WHAT?

WHAT IS USER EXPERIENCE?

WHAT IS UX?

UX ENCOMPASSES ALL ASPECTS OF THE END-USERS INTERACTION WITH A COMPANY, ITS SERVICES AND PRODUCTS; AND THE QUALITIES THAT MAKE IT RELEVENT OR MEANINGFUL TO THAT USER.

WHAT IS USER EXPERIENCE?

WHAT IS USER EXPERIENCE?

HUMAN CENTRED DESIGN

WHAT IS USER EXPERIENCE?

PROCESS

BOILED DOWN

DISCOVER TEST ITERATE

WHAT IS USER EXPERIENCE?

WHAT IS THE CURRENT LANDSCAPE?

2005

2013

WHAT IS THE BUSINESS VALUE OF UX?

WHAT IS USER EXPERIENCE?

GOOD FOR THE TOP LINE

10-15% FULL REVENUE GROWTH

15-20% REDUCTION IN COST TO SERVE

Source: McKinsey

WHAT IS USER EXPERIENCE?

UX IS A COMPETITIVE ADVANTAGE

SOLD FOR $1B TO FACEBOOK

Source: McKinsey

WHAT IS USER EXPERIENCE?

UX IS DISRUPTIVE

$256M FUNDING $20M WEEKLY REVENUE 80,000 NEW CUSTOMERS P/W 450,000 ACTIVE USERS

Source: Techcrunch

UBER SHOULD FEEL MAGICAL TO THE CUSTOMER. THEY JUST PUSH THE BUTTON AND THE CAR COMES. TRAVIS KALANICK - CEO UBER

WHAT IS USER EXPERIENCE?

UX INCREASES ADOPTION & REDUCES CHURN

2013: 6M NEW GUESTS 250K NEW PROPERTIES 175K NEW HOSTS

Source: The Next Web

WHAT IS USER EXPERIENCE?

UX INCREASES CUSTOMER EFFICIENCY

30% INCREASE IN ENGAGEMENT AFTER ITERATION

45% OF USERS NOW HAVE A WISH LIST

Source: FastCo Design

UX ISN’T A SKILL-SET

UX IS A MINDSET