User Experience Measurement and Analysis 1. OVERVIEW
Andrea Streff & Matthew Edgar Elementive Marketing Solutions
Today we will review…
• What is user experience?
• How do you measure user experience? – Perception testing
– Surveying
– User testing
How do you improve user experience?
• Measure how satisfied users are when they interact with your company.
The better you meet customer expectations the more…
• People will want to work with you
• Customers you will have
• People will refer others to your business
You are aiming for • Expectations are met & people want to
work with you
• Fewer people being driven away by “the pain”
Situation 1: Removing Pain Points • What businesses tend to do…
– Fix technical errors – Simplify usability – Research keywords and topics for content creations – Make things as easy as possible!
• What businesses should do… – Focus on meeting user expectations
Situation 1: Removing Pain Points • What businesses tend to do…
– Fix technical errors – Simplify usability – Research keywords and topics for content creations – Make things as easy as possible!
• What businesses should do… – Focus on meeting user expectations
Situation 2: Focus on expectations not pain • What businesses tend to do…
– Ignore the website and its usability – Ignore product usability issues – Focus on more content and promotions to meet
customer expectations
• What businesses should do… – Focus on resolving pain points in usability, not
expectations
Situation 2: Focus on expectations not pain • What businesses tend to do…
– Ignore the website and its usability – Ignore product usability issues – Focus on more content and promotions to meet
customer expectations
• What businesses should do… – Focus on resolving pain points in usability, not just
meeting expectations
Striking balance
• You want to meet the expectations of users in every area of your business – Marketing
– Sales
– Product
– Service delivery
Striking balance
• You want to make every area of your business as easy to work with as possible – Marketing
– Sales
– Product
– Service delivery
Right now you have some kind of user experience…
• How do I create a good user experience?
• How do I know where I am at?
Ask yourself…
• Do I know if pain is driving away customers? How?
• Am I achieving balance in content, products and expectations? How?
• Am I causing my users pain? How?