[sage pay] user experience in multichannel businesses
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User experience in multichannel businesses
Webinar 15 May 2014
User experience in multichannel businesses The speaker
15 May 2014 Sage Pay - UX Webinar 2
Myles Davidson
http://www.linkedin.com/in/mylesikos
About i-KOS
User experience in multichannel businesses Multichannel vs omnichannel
15 May 2014 Sage Pay - UX Webinar 3
20 May 2014 Sage presentation 4
eCommerce Usability The small stuff that combined makes a big difference
15 May 2014 Sage Pay - UX Webinar 5
Persuasion 1% Conversion
= 16%
traffic
Friction
20 May 2014 Sage presentation 6
Forms “don’t make visitors think”
01
15 May 2014 Sage Pay - UX Webinar 7
It’s not about steps
15 May 2014 Sage Pay - UX Webinar 8
make it easy
15 May 2014 Sage Pay - UX Webinar 9
remove steps
15 May 2014 Sage Pay - UX Webinar 10
?
15 May 2014 Sage Pay - UX Webinar 11
fast OR cheap
20 May 2014 Sage presentation 12
Realtime (inline) feedback “now we’re talking”
02
15 May 2014 Sage Pay - UX Webinar 13
WTF!
15 May 2014 Sage Pay - UX Webinar 14
reduces errors
15 May 2014 Sage Pay - UX Webinar 15
quicker to complete
15 May 2014 Sage Pay - UX Webinar 16
22% increases in success
rates
20 May 2014 Sage presentation 17
Delivery & Billing “I’m buying it for me”
03
use defaults
15 May 2014 Sage Pay - UX Webinar 18
20 May 2014 Sage presentation 19
“avoid jargon especially the technical kind”
Copy
04
TLA
20 May 2014 Sage presentation 21
“nobody reads your buttons” Buttons
05
15 May 2014 Sage Pay - UX Webinar 22
“continue” with care
“continue with care”
20 May 2014 Sage presentation 23
Declutter “less is always more”
06
15 May 2014 Sage Pay - UX Webinar 24
4 buttons competing
20 May 2014 Sage presentation 25
Registration “not another b!**** password”
07
15 May 2014 Sage Pay - UX Webinar 26
40% expect SPAM
20 May 2014 Sage presentation 27
Search “not found”
08
15 May 2014 Sage Pay - UX Webinar 28
top exit page
15 May 2014 Sage Pay - UX Webinar 29
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
20 May 2014 Sage presentation 30
Recommendations “really?”
09
15 May 2014 Sage Pay - UX Webinar 31
15 May 2014 Sage Pay - UX Webinar 32
15 May 2014 Sage Pay - UX Webinar 33
20 May 2014 Sage presentation 34
Cross device / cross browser “CROSS!!”
10
15 May 2014 Sage Pay - UX Webinar 35
browsers don’t play
nicely
15 May 2014 Sage Pay - UX Webinar 36
90% of multiple
device owners switch
15 May 2014 Sage Pay - UX Webinar 37
removing
15 May 2014 Sage Pay - UX Webinar 38
add
15 May 2014 Sage Pay - UX Webinar 39
20 May 2014 Sage presentation 40
Analytics “you can’t manage what
you don’t measure”
10
15 May 2014 Sage Pay - UX Webinar 41
15 May 2014 Sage Pay - UX Webinar 42
20 May 2014 Sage presentation 43
Takeaways bonus material
(if you’ve not overrun!)
00
15 May 2014 Sage Pay - UX Webinar 44
sum of the parts
15 May 2014 Sage Pay - UX Webinar 45
Each % is hard fought
Focus on the little
stuff
Measure the results
15 May 2014 Sage Pay - UX Webinar 46
IF THE TECH IS WRONG THE EXPERIENCE WILL NEVER WORK RIGHT
User experience in multichannel businesses About Sage Pay
15 May 2014 Sage Pay - UX Webinar 47
15 May 2014 Sage Pay - UX Webinar 48
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
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