![Page 1: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/1.jpg)
joe natoli | givegoodux.com
first usedriving product innovation + profitability via UX
1
![Page 2: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/2.jpg)
joe natoli | givegoodux.com
2
site as product: why first use is critical
![Page 3: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/3.jpg)
joe natoli | givegoodux.com
3what is first use?
If a web site is the channel by which the product or service is delivered, the most important experience is the initial one.
![Page 4: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/4.jpg)
givegoodux.com
4
usabilityvs.
functionpoor usability good
few
fu
nctio
ns
man
y
![Page 5: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/5.jpg)
joe natoli | givegoodux.com
5defining success for business
business goals!
Increase revenue
Gain efficiencies
Decrease risk
success metrics
Revenue amount over time
Increase in online transactions; decrease in cost
Decrease in transaction or reporting errors
![Page 6: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/6.jpg)
joe natoli | givegoodux.com
6defining success for users
user goals!
Work smarter
Impress boss
Save time
Enhance life
success metrics
Number of successful tasks
Increase profile among team
More tasks completed per day
Accelerate career goals
![Page 7: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/7.jpg)
givegoodux.com
7
first use cases
should always
➡ rapidly establish the brand proposition in the user’s mind
➡ lead user toward continuing the experience (and furthuring the relationship)
➡ Introduce products & services at the most relevant, most appropriate points in the experience (relationship)
![Page 8: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/8.jpg)
givegoodux.com
8
so every click
should
➡ Add immediate value
➡ Add positively to the cumulative experience over time
![Page 9: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/9.jpg)
joe natoli | givegoodux.com
9
common mistakes: first-use failure
![Page 10: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/10.jpg)
joe natoli | givegoodux.com
10the big three
➡ Architecture, workflows and input styles that reflect the organization’s goals and needs – instead of the users’
➡ Unclearly labeled choices that make users guess where links will take them
➡ No easy means to initiate transactions
Information architecture is irrelevant to users
Navigation prevents progress
Presentation doesn’t mirror task flow
![Page 11: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/11.jpg)
givegoodux.com
11
can the happy talk
![Page 12: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/12.jpg)
givegoodux.com
12
provide appropriate prompts
![Page 13: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/13.jpg)
joe natoli | givegoodux.com
13
designing for first use
![Page 14: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/14.jpg)
joe natoli | givegoodux.com
14navigate the critical path
➡ Navigation provides access to key tasks, critical path transactions that drive revenue
➡ QuickJump menu to answer common “How Do I” questions, or a structured query to quickly help users establish a point of view and a relationship with the site
➡ IA facilitates progress, addresses both user and business goals
![Page 15: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/15.jpg)
givegoodux.com
15
personalize the process
➡ Initial experiences are personalized
➡ Based on user knowledge
➡ Cookies,personalized information and/or recommendations
![Page 16: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/16.jpg)
joe natoli | givegoodux.com
16
red flags: identifying first-use issues
![Page 17: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/17.jpg)
joe natoli | givegoodux.com
17the danger signs
➡ User logs show users arriving at the home screen and leaving without clicking anywhere else
➡ Users search immediately – and use obvious terms like “products” or “services”
➡ Users visit home page, then call and complain
➡ Users complain about not being able to find their way around from the home screen
![Page 18: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/18.jpg)
givegoodux.com
18
ask yourself
➡ Do users arrive and not know how to proceed?
➡ Do users arrive, only navigate to a shallow level and then leave?
➡ Does a user’s first visit to the site help to segment himself along the proper path(s) of the site/portal?
![Page 19: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/19.jpg)
givegoodux.com
19
ask yourself
➡ Do users feel compelled to re-engage with the site after the first visit?
➡ Do users understand the value proposition of the site?
➡ Are products and services introduced appropriately?
![Page 20: First Use: Driving innovation and profitability via UX](https://reader037.vdocuments.us/reader037/viewer/2022110302/547b1ca6b479599a098b4bf6/html5/thumbnails/20.jpg)
joe natoli | givegoodux.com
first usedriving product innovation + profitability via UX
20