Four Ways That Surveys Influence The Ecommerce Website Experience
The eCommerce User Experience is changing, are we?
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description
eCommerce is changing – it is moving from online to mobile to offline and this presents challenges for high street brands. But it also brings massive opportunities for them and for “traditional” UX agencies. Laurence Veale shows some of the new user experience trends in eCommerce, what brands are doing well and how UX companies can leverage their existing skills to address these new opportunities. First presented by Laurence Veale at the UX Masterclass Madrid, 19 April 2013 - www.uxmasterclass.com
Transcript of The eCommerce User Experience is changing, are we?
How e-commerce is changing & what it means for UX
Professionals.
@laurenceveale
UX Alliance, Madrid 2013
you
your customer
“if you use a standard approach, you’ll get standard results.”Brian Kalma
The problem?
all these websites are built around products.
...which means they haven’t evolved that much from the catalogue or from shopping at Argos.
The web is being rebuilt around people.
Paul AdamsGlobal Head of Brand Design, Facebook
1st major shift: Social
Cleverbug.comPersonalized greeting cards
from Facebook photos
2nd major shift: Personal
• desktop web pic
once the core of our business
I was sitting on my couch watching TV. My computer was down the hallway. I couldn’t be arsed getting up so I tried to get my bill on my phone.
20 fold increase in mobile traffic in 2 years.
Major Irish utility company
PayPal mobile payment transaction volume has dramatically increased
$25 million in ‘08 $141 million in ‘09 $750 million 2010/2011 $7.5 10 billion by 2013
3rd major shift: Mobile
webmobile
phoneemail
social
instore
webmobile
phoneemail
social
instore
So, what do we do about it?
•Designing for social, personal & privacy
•Designing interactions across digital & offline
•Designing for relationships & groups
•Finally, this isn’t about UX design of our client’s websites & apps, it’s redesigning their businesses around people.
The opportunity
"A brand is a living entity - and it is enriched or undermined cumulatively over time, the product of a thousand small gestures"
Opportunity for UX
Opportunity for UX
going deeper than the tip
