SEO Master Class - Steve Wiideman, Wiideman Consulting Group
User Experience - Understanding Customer's Needs and Exceeding Their Expectations
1. U S E R E X P E R I E N C E
U N D E R S TA N D I N G C U S T O M E R S N E E D S
A N D E X C E E D I N G T H E I R E X P E C TA T I O N S .
2. U S E R E X P E R I E N C E
U N D E R S TA N D I N G C U S T O M E R S N E E D S
A N D E X C E E D I N G T H E I R E X P E C TA T I O N S .
3. G R A P H I C D E S I G N E R
L O G O S
PA M P H L E T S
C L O T H I N G C A TA L O G S
F I R S T W E B S I T E 1 9 9 7
D E S I G N E R H A I R
4. !
W E B D E S I G N
P R O G R A M M I N G
S E R V E R A D M I N I S T R A T I O N
V I D E O P R O D U C T I O N
V I D E O E D I T I N G
D A TA B A S E A D M I N I S T R A T I O N
S T R E A M I N G T E C H N O L O G I E S
S E O
C O N T E N T C R E A T I O N
U S A B I L I T Y T E S T I N G
W E B M A S T E R / M U LT I M E D I A
5. M A N A G E R - U S E R E X P E R I E N C E
!
!
D E S K T O P
S M A R T P H O N E
TA B L E T
I N - S T O R E E X P E R I E N C E
K I O S K
A P P D E V E L O P M E N T
U S A B I L I T Y T E S T I N G
C O N T E N T
S E O
W E B W R I T I N G
!
6. S E N I O R M A N A G E R
I N F O R M A T I O N A R C H I T E C T U R E
D E S K T O P
S M A R T P H O N E
TA B L E T
A P P D E V E L O P M E N T
U S A B I L I T Y T E S T I N G
7. G R O U P L E A D E R
U S E R E X P E R I E N C E
!
D E S K T O P
S M A R T P H O N E
TA B L E T
A P P D E V E L O P M E N T
R E S E A R C H
S T R A T E G Y
!
8. Everyone talks about producing a great user experience
for their customers, but what does that really mean?
9. A N E W A P P R E C I AT I O N A N D
U N D E R S TA N D I N G O F U S E R E X P E R I E N C E
10. T O O L S A N D M E T H O D S T H AT
Y O U C A N S TA R T U S I N G T O D AY
11. C O M PA S S I O N F O R T H E P E O P L E
W H O Y O U ’ R E T RY I N G T O R E A C H
12. W E A L L S H A P E T H E
U S E R ’ S E X P E R I E N C E
13. T H E D E F I N I T I O N O F U S E R E X P E R I E N C E
B Y J A K O B N I E L S E N A N D D O N N O R M A N
W H AT I S U S E R E X P E R I E N C E ?
"User experience" encompasses all aspects of the end-user's
interaction with the company, its services, and its products.
14. B Y Y O U R S T R U LY
!
!
We are trying to create wonderful experiences for people. These
experiences need to provide value, exceed expectations and drive
results. At the same time, they should captivate, engage and
emotionally connect with users when they are trying to achieve a
goal - no matter the time, place or circumstances.
W H AT W E A R E T RY I N G T O D O
23. C O N T E X T
• The Who
• The What
• The Where
• The Why
24. C O N T E X T
• 3 Miles Average
• Hours/Trip
• On Foot
• 20 Gallons
25.
26. G O A L
P R O V I D E S O L U T I O N S F O R
C L E A N WAT E R
27. G O A L
I WA N T T O H AV E C L E A N
D R I N K A B L E WAT E R
G O A L
P R O V I D E S O L U T I O N S F O R
C L E A N WAT E R
28. C O N T E X T
• 3 Miles Average
• Hours/Trip
• On Foot
• 20 Gallons
29. G O A L : I WA N T T O H AV E C L E A N D R I N K A B L E
WAT E R .
I need to…do this in a short amount of time
I need to…do this with ease
I need to…make less trips
I need to…store the water safely
G O A L : I WA N T T O H AV E C L E A N
D R I N K A B L E WAT E R .
32. R E S E A R C H
Workshops
Card Sorting
Diary Studies
Expert Review
Heuristic Review
Surveys
Contextual Inquiry
Usability Testing
Eye Tracking
Benchmarking
Interviews
Personas
Task Analysis
Ethnographic Research
42. 8 2 % +Add to Cart Conversion
1 3 9 % +# of Units Ordered
5 8 % +Sales Revenue
1 8 % +Average Order
43. 8 2 % + A D D T O C A RT
Add to Cart Conversion
44.
45. C O N T E X T
• The Who
• The What
• The Where
• The Why
46. G O A L : I WA N T T O H AV E C L E A N D R I N K A B L E
WAT E R .
I need to…fall in love with the product
I need to…feel pride about the choice I made
I need to…get help picking out the right products
I need to…understand the quality of the product
G O A L : I WA N T B U Y P R O D U C T S
F O R M Y G A R A G E
47.
48. C O N T E X T
• The Who
• The What
• The Where
• The Why
49. B Y Y O U R S T R U LY
!
!
We are trying to create wonderful experiences for people. These
experiences need to provide value, exceed expectations and drive
results. At the same time, they should captivate, engage and
emotionally connect with users when they are trying to achieve a
goal - no matter the time, place or circumstances.
W H AT W E A R E T RY I N G T O D O