The Value of Experience Design

USERXMAN Explains The Value of Experience Design EXPERIENCE DESIGN IS THE ART & SCIENCE OF OPTIMIZING USER TOUCH POINTS WITH A PRODUCT, SERVICE OR BRAND. Increased Revenue Companies can monetize loyal customers 2.4x Good experience design leads to increased loyalty 2.4x more than neutral customers Experience Loyalty M144% t160% БО* More than two in five consumers would pay more for a brand that offers a unique experience 3 Out of 5 customers cite overall brand experience as the BIGGEST factor in purchase decision More than 3 out of 5 customers Top Experience Drivers base future purchases on past experiences Products & services meet your needs Understands your needs 62% t00t0 Serves & engages post-purchase 4 Exceeds your expectations Makes it easy to find info & buy wherever & whenever desired An XD-focused investment portfolio formed in '07 has outperformed market indices generating 37% growth A usability improvement concerning a single button in its' checkout process lead to a $300 million increase in revenue for Amazon!!! $$$$$$$$$$$$$$ $300m amazon.com Decreased Costs 50% IBM 1-10. XD investment in the concept phase reduce development cycles 33-50% IBM plans on 1:10 return for usability testing and gets returns up to 1:100 M McAfee A McAfee product experience redesign saved 90% support costs 00% Typically 5% of features are used 95% 95% of the time $$$$$$$$$$ 11.5% Recent survey of 735 internet companies shows they invest 11.5% of product development in XD and usability. Added Value 95.3% of print advertising include QR codes or URLS driving to digital experiences 95% USERS HAVE BRAND EXPERIENCES ACROSS MULTIPLE CHANNELS; ONLINE AND OFF! TV / iPad / Tablet Destop Mobile Cable Email Print Outdoor 10.23 News Experience design looks at the overall brand experience across multiple channels to assure all touch points are working together to drive the brand experience. Awareness Engagement Conversion Loyalty Advocacy Good experience design moves users more quickly through the marketing continuum. XD Deliverables Personas Site Maps Heuristic Reviews Contextual Inquiries Scenarios & User Journeys Program Architectures Usability Testing Reports Content Audits Requirements Documentation Content Strategies Experience Maps Wireframes Top 10 Experience Brands Consumers were asked which brands they believe provide uniques experiences... DiENEp Google Microsoft CocaCola 5 м SONY IKEA amazon.com LOUIS VUITTON 7 9. 10 WE'RE GOING TO USE XD ON EVERY PROJECT! References THANKS USERXMAN! Customers expect brands to focus on Best Experience Brands: A Global Study by Jack Morton Worldwide their experience! Special Report: UX Business Impacts and ROI - Strategic Data Systems USERKMAN The $300 Million Button: Jared Spool, User Interface Engineering UserXman www.UserXman.com