why ecommerce ux matters
DESCRIPTION
Reveal reasons why ecommerce business should care about UXTRANSCRIPT
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Why e-commerce UX matters
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Why we do e-commerce instead of traditional commerce?
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convenient
intuitive enjoyable
What we are expecting
Buthow do users actually feel?
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McKinsey
70% of buying experiences are based on how the customer feels they are being treated.
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Landing
ProductDiscovery
ProductPresentation
Cart Management
Checkout
PaymentGateway
Customer Services
Delivery
Return
Loyalty
E-commerce Customer Journey
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Landing
ProductDiscovery
ProductPresentation
Cart Management
Checkout
PaymentGateway
Customer Services
Delivery
Return
Loyalty
E-commerce UXUX
UX
UX
UX
UX
UX
UX
UX
UX
UX
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Landing
Product Discovery
Product Presentation
Cart Management
Checkout
Payment Gateway
Customer Services
Delivery
Return
Loyalty
E-commerce UX
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User Experience (UX) is the interaction a user has with a product or service and how they perceive it.
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Product Service User
UX
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UX ~ NPS
User Experience Professionals' Association International Conference 2012 - Erin Bradner & Jeff Sauro
(Net Promoter Score)
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American Express Survey, 2011
3 in 5 Americans (59%) would try a new brand or company for a better service experience.
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Understanding Customers by Ruby Newell-Legner
It takes 12 positive experiences to make up for one unresolved negative experience.
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UX makes users feel happy but anything else?
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Business development secret weapon
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Control version UX-optimized variationRPV +17.4%
(Source: rejoiner.com)
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Control version UX-optimized variationRPV +13.9%
(Source: rejoiner.com)
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Control version UX-optimized variationRPV +14.3%
(Source: rejoiner.com)
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Control version UX-optimized variationRPV +36.8%
(Source: rejoiner.com)
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Control version UX-optimized variationConversion rates +58.39%
(Source: rejoiner.com)
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$mall UX tweaks bring much better rvnu
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Phowr (L Anh Quang)Product Manager E-Wallet Momo
Developer, Strobist @6ix.vn Product Manager @VatGia Project Manager @CucRe.vn Product Specialist @Adayroi