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Linus Gregoriadis Research Director Econsultancy.com Andrew Warren-Payne Senior Research Analyst Econsultancy.com

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Presentation on theme: "Linus Gregoriadis Research Director Econsultancy.com Andrew Warren-Payne Senior Research Analyst Econsultancy.com"— Presentation transcript:

1 Linus Gregoriadis Research Director Econsultancy.com Andrew Warren-Payne Senior Research Analyst Econsultancy.com User Experience Survey Report 2013 In association with WhatUsersDo Tweet using #WUDUX

2 | User Experience Survey ReportTweet #WUDUX | 2 More than 1,400 survey respondents

3 | User Experience Survey ReportTweet #WUDUX | 3 Client-side Specialist UX agency or consultant Agency (full service, design and build)

4 | User Experience Survey ReportTweet #WUDUX | 4 “Which department do you work in?”

5 The intentionThe realityThe reasonsThe future

6 The intentionThe realityThe reasonsThe future

7 | User Experience Survey ReportTweet #WUDUX | 7 “Good user experience just makes sense.” “Optimising the user experience will improve conversions.” 95% 93%

8 | User Experience Survey ReportTweet #WUDUX | 8 “What are the most important business benefits of improved user experience?”

9 | User Experience Survey ReportTweet #WUDUX | 9 “Historically, UX teams didn’t discuss financial metrics as much as they should have… In the current climate everyone is a lot more focused on the business objectives of their websites.” Chris Gibbins, Head of User Experience, RedEye Photo credit: nkzs on stock.xchng

10 | User Experience Survey ReportTweet #WUDUX | 10 Nearly eight out of 10 say their company is committed to delivering the best possible user experience. 78%

11 | User Experience Survey ReportTweet #WUDUX | 11 Good UX leads to customer satisfaction We can strengthen the brand, improve sales and conversion Providing a good user experience is paramount to the success of our web presence. User experience is akin to customer service. A better user experience is more greatly shared socially.

12 | User Experience Survey ReportTweet #WUDUX | 12 Nearly eight out of 10 say their company is committed to delivering the best possible user experience. Less than half rate their user experience as ‘excellent’ or ‘good’. 78% 44%

13 The intentionThe realityThe reasonsThe future

14 | User Experience Survey ReportTweet #WUDUX | 14 “There is still clearly a lag between intention and outcome.” Tom Wood, Partner, Foolproof Photo credit: R Henlsey on flickr

15 | User Experience Survey ReportTweet #WUDUX | 15 “What are the main barriers to improving user experience?”

16 | User Experience Survey ReportTweet #WUDUX | 16 “Is user experience represented at board level in your organisation?”

17 | User Experience Survey ReportTweet #WUDUX | 17 “User experience should, without any question, be represented at board level.” Paul Rouke, Head of Usability and Conversion, PRWD Photo credit: 4seasons on sxc.hu

18 | User Experience Survey ReportTweet #WUDUX | 18 of companies use KPIs based on web analytics to measure user experience. 75%

19 | User Experience Survey ReportTweet #WUDUX | 19 “How can one quantitatively measure a user experience? I think this perhaps confirms the inability to deliver a great user experience in some companies.” Dominik Piatek, Front End UX Developer, Econsultancy

20 | User Experience Survey ReportTweet #WUDUX | 20 Make user experience improvements based ‘on hunches’ 62%

21 Photo credit: 123dan321 on stock.xchng

22 | User Experience Survey ReportTweet #WUDUX | 22 “Does your organisation conduct any user experience testing?”

23 | User Experience Survey ReportTweet #WUDUX | 23 Photo credit: dipfan on flickr only conduct user experience testing on new or major releases. 39% say testing is fully embedded in their design and development lifecycle. 35%

24 The intentionThe realityThe reasonsThe future

25 | User Experience Survey ReportTweet #WUDUX | 25 “Why does your organisation not conduct any user experience testing?”

26 | User Experience Survey ReportTweet #WUDUX | 26 of agencies say they always promote user experience testing, but their clients don’t want it. 58%

27 | User Experience Survey ReportTweet #WUDUX | 27 Agencies: “Are you providing user experience testing on an ongoing basis?” Agency respondents

28 | User Experience Survey ReportTweet #WUDUX | 28 “This is the key challenge for user experience testing: how to make it business as usual, rather than fought for on a project-by- project basis.” Simon King, Founder and Director, Origin Experience Design Photo credit: Magnus D on Flickr

29 The intentionThe realityThe reasonsThe future

30 | User Experience Survey ReportTweet #WUDUX | 30 Those who don’t test will be doing so of companies not testing now will be doing so in the next 12 months.

31 | User Experience Survey ReportTweet #WUDUX | 31 of companies conducting testing plan to increase their budgets over the next year. 49%

32 | User Experience Survey ReportTweet #WUDUX | 32 Mobile testing yet to be the norm Devices being tested by companies 28%47% Penetration

33 | User Experience Survey ReportTweet #WUDUX | 33 Summary There is a gap between the intention of companies to offer a great user experience and the use of best practice. Lack of budget is the primary reason behind companies not conducting testing and improving user experience. User experience testing is seen as an ‘add on’ rather than business as usual. More companies will be testing their user experience over the coming year.

34 | User Experience Survey ReportTweet #WUDUX | 34 The full report online Download the full report All rights reserved. No part of this presentation may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording or any information storage and retrieval system, without prior permission in writing from the publisher. Copyright © Econsultancy.com Ltd 2013.

35 Check out the User Experience Insights


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