why ecommerce ux matters
Post on 28-Jul-2015
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Why e-commerce UX matters
Why we do e-commerce instead of traditional commerce?
convenient
intuitive enjoyable
What we are expecting
But…how do users actually feel?
–McKinsey
70% of buying experiences are based on how the customer feels they are being treated.
Landing
ProductDiscovery
ProductPresentation
Cart Management
Checkout
PaymentGateway
Customer Services
Delivery
Return
Loyalty
E-commerce Customer Journey
Landing
ProductDiscovery
ProductPresentation
Cart Management
Checkout
PaymentGateway
Customer Services
Delivery
Return
Loyalty
E-commerce UX
UX
UX
UX
UX
UX
UX
UX
UX
UX
UX
Landing
Product Discovery
Product Presentation
Cart Management
Checkout
Payment Gateway
Customer Services
Delivery
Return
Loyalty
E-commerce UX
User Experience (UX) is the interaction a user has with a product or service and how they perceive it.
Product Service UserU
X
UX ~ NPS
User Experience Professionals' Association International Conference 2012 - Erin Bradner & Jeff Sauro
(Net Promoter Score)
–American Express Survey, 2011
3 in 5 Americans (59%) would try a new brand or company for a better service experience.
–“Understanding Customers” by Ruby Newell-Legner
It takes 12 positive experiences to make up for one unresolved negative experience.
UX makes users feel happy but anything else?
Business development secret weapon
Control version UX-optimized variationConversion rates +58.39%
(Source: rejoiner.com)
$mall UX tweaks bring much better r€v€nu€
Phowr (Lê Anh Quang)Product Manager E-Wallet Momo
• Developer, Strobist @6ix.vn • Product Manager @VatGia • Project Manager @CucRe.vn • Product Specialist @Adayroi
PhowrUXDphowr.uxdesign
phowr.uxd@gmail.com
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