User Experience Measurement and Analysis: Overview
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This document discusses user experience measurement and analysis. It defines user experience as the overall experience a person has when interacting with a company. It explains that user experience should be measured through perception testing, surveying, and user testing to understand customer satisfaction, expectations, and pain points. The key aspects are striking a balance between meeting expectations and reducing usability pain points across marketing, sales, products, and service delivery. Measuring user experience is important to understand what is driving customers away and achieving the right balance.
User Experience Measurement and Analysis: Overview
- 1. User Experience Measurement and Analysis 1. OVERVIEW Andrea Streff & Matthew Edgar Elementive Marketing Solutions
- 2. Today we will review… • What is user experience? • How do you measure user experience? – Perception testing – Surveying – User testing
- 3. So what is user experience?
- 4. User Experience The overall experience a person has when interacting with your company.
- 5. The better your user experience, the more likely it is people will want to do business with you.
- 6. How do you improve user experience? • Measure how satisfied users are when they interact with your company.
- 7. How well do you meet customer expectations?
- 8. 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
- 9. How painful is it for people to interact with your company?
- 10. Website pain points might be • Clunky design • Slow speed • Errors • Language
- 11. The problem is, the more painful the user experience the more people will be driven away.
- 12. You are aiming for • Expectations are met & people want to work with you • Fewer people being driven away by “the pain”
- 13. 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
- 14. 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
- 15. 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
- 16. 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
- 17. Striking balance • You want to meet the expectations of users in every area of your business – Marketing – Sales – Product – Service delivery
- 18. Striking balance • You want to make every area of your business as easy to work with as possible – Marketing – Sales – Product – Service delivery
- 19. 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?
- 20. How do you know if you are meeting user expectations?
- 21. 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?
- 22. Join us for the next video: Surveying