In this presentation learn what website user experience is and how to measure it.

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