The XTM Trending Report
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The XTM Trending Report
Biweekly report on digital innovation and cutting edge user-centric solutions
Curated by XTM Inc.
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Customer-Centric ROI (special 2013 issue)

Customer-Centric ROI (special 2013 issue) | The XTM Trending Report | Scoop.it
XTM Inc. 's insight:

Simple answers for complex questions. Success is in your hands.

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Apple store ranks poorly for usability compared to Amazon and Walmart.com for ... - PR Newswire (press release)

Apple store ranks poorly for usability compared to Amazon and Walmart.com for ... - PR Newswire (press release) | The XTM Trending Report | Scoop.it
Apple store ranks poorly for usability compared to Amazon and Walmart.com for ...
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XTM Inc. 's curator insight, July 10, 2013 8:37 AM

For all you fruit-lovers!  Unless you know the usability for certain, following another company's design means you are making the same mistakes they are....but you just don't realize it.

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A letter from the Editor...

A letter from the Editor... | The XTM Trending Report | Scoop.it
XTM Inc. 's insight:

As Q1 of 2013 is coming to a close, many of you are asking: “Am I on the right track for making my digital and out-of-box experiences the best they can be?”  That's why I am dedicating this issue of the O’Doherty Trending Report to answering the top UX ROI questions that have already floated by my desk in 2013. The best part is you get the inside scoop to the real answer - no sales pitch, no dog and pony show, just the real goods!


Each of the listed methodologies allows the team to: Identify, Diagnose, and Provide Recommendations to eliminate UX issues, which will raise your digital ROI almost overnight.  Whether it is for a digital product/service, website, mobile site, software, mobile app, or even new packaging, Quick Start Guides, or Out-of-Box-Experiences (OOBES), these are the methods that will fix your challenges. 

 

Innovatively yours,

TOD/


Tara O'Doherty

Chief Experience Officer & Partner
XTM Inc.
tod@xtminc.com

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THE BIGGEST PROBLEM TODAY: People can't find what they are looking for... and they blame you.

THE BIGGEST PROBLEM TODAY:  People can't find what they are looking for... and they blame you. | The XTM Trending Report | Scoop.it
XTM Inc. 's insight:

Question:  Is my live web or mobile site meeting the needs and wants of my visitors? Can visitors find what they are looking for? 


First, we love doing in-person usability tests.  Frankly, if your site is live, we recommend moving away from in-person testing to gather quantitative human performance-based data and subjective user feedback.  The latest in UX methodology allows us to remotely test large sample sizes (100 – 1000+ visitors) on an individual basis to see if they can complete the goal of their visit.  No backend changes to your server are required.  


With this ISO-based methodology we are able to benchmark time-on-task, task success/failure rates, and overall customer satisfaction, which enables the team to discover if your experience delivers upon the needs of the consumer.  After all, it is all about findability.  With this data in tow, the experts can once again identify, diagnose, and provide recommendations to remove all barriers to task completion.


The best part is that all participants can be segmented and pre-screened to meet recruiting requirements, and you are provided with a valid, large sample size.

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Need to reduce customer service costs?

Need to reduce customer service costs? | The XTM Trending Report | Scoop.it
XTM Inc. 's insight:

Question:  How do I get my consumers using more customer self-service as compared to walking into a retail outlet or calling my customer care line? 


This is an uber-hot topic for the marketplace this year.  Each and every one of you should have serious KPIs and tactics assigned to moving your potential and current customers to self-service online or on-device.  In order to establish KPIs, you need to evaluate where you currently stand (UX Benchmark for Customer Service in the Customer Journey) and develop and validate new concepts/functions/content to fix your UX issues.   


This validation will enable you discover and document what the highest ROI on implementation would be.  No use spending money on functions and/or content that will not meet the needs of the consumers, right?

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Developing a Mobile Strategy Seminar

Developing a Mobile Strategy Seminar | The XTM Trending Report | Scoop.it

For every level of marketing or digital practitioner, this day-and-a-half seminar provides key insight to the top methods for mobile experience innovation, implementation, and evaluation utilized by the world's leading organizations.

XTM Inc. 's insight:


I am excited to be teaching the CMA's Mobile Strategy Seminar on April 4 - 5, 2013 in Toronto.  Registration is now up!  Don't miss out... mobile is HOT and we have got some great insight and tips to share.  Join me and don't get left out in the cold when it comes to mobile!


See you there!

- Tara



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Behavior designers weigh how to create better mobile experiences - VentureBeat

Behavior designers weigh how to create better mobile experiences - VentureBeat | The XTM Trending Report | Scoop.it
Behavior designers weigh how to create better mobile experiences
VentureBeat
She says it enables the user to get things done in a small number of steps. That's user-centric design.
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Usability Expert Jakob Nielsen Addresses the Speedy Problem of 'Too Fast' UIs

Usability Expert Jakob Nielsen Addresses the Speedy Problem of 'Too Fast' UIs | The XTM Trending Report | Scoop.it

We’ve all complained about interfaces that load too slowly, but what about when, in this age of high-performance devices and super-fast connections, they perform too quickly?

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Secrets from Google...to Yahoo!

Secrets from Google...to Yahoo! | The XTM Trending Report | Scoop.it
XTM Inc. 's insight:

Avoid Politics, Use Data

Facts and data are great. They speak the truth, they aren’t biased, and you can’t debate them. You can only learn from them.

And when used in a workplace setting, they guide better decision making and don’t make things political. If an organization is run on data, people can unite around it. This can eliminate office politics.


If an organization doesn’t run on data, it runs on opinions. In this setting, it can get political and become an organization dominated by hierarchy.

Google is an organization that runs on data. In a talk at Stanford, Mayer says: "…even as large as we’ve gotten, I think that the internal politics inside of Google have remained minimal compared to other corporations of its size because we rely so much on the data and we do so much measurement that you don’t have to worry, will your idea get picked because you’re the favorite, or will someone else’s idea get picked because they’re the favorite or because they have a better relationship with the person who’s the decision maker. The decisions get made based on data, and that really frees people from a lot of those types of concerns.”


Avoid “I like” discussions. When it’s possible, use data.... and that's what this issue of the O'Doherty Trending Report is all about. 


Numbers never lie.


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What is your e-com/m-com bailout rate?

What is your e-com/m-com bailout rate? | The XTM Trending Report | Scoop.it
XTM Inc. 's insight:

Question:  I heard that the average bailout on e-com and m-com systems in North America sits around 65% and is still rising.  What can I do to ensure my buy-flow is as good as it can be?   


Depending on the current state, we normally recommend both an Expert Review and an in-person usability test for all live systems.  This allows us to document the current efficiency, effectiveness, and user satisfaction rates – which will allow you to quantify where an optimization of your buy-flow could take you and what your increase in sales could be.  The secret here is to match up a merchandizing strategy with usability and drive it through known Human Factors best practices.


Online one-on-one research of prototype buy-flows can be done, but we do not recommend it for live sites, nor do we recommend it for anything highly confidential.

  

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Looking for that 'WOW' effect?

Looking for that 'WOW' effect? | The XTM Trending Report | Scoop.it
XTM Inc. 's insight:

Question: We have a few ideas of new functions, features, and content we want to introduce on our site/app but are not sure which we should implement.  How do we get that answer?     


First, only build out experiences/content that will provide you with the highest reward for your business objectives and consumer/visitor objectives.  To determine this you need to have your potential customers and current customers provide quantifiable insight.  This method is all about determining the WOW effect.  If you want to differentiate and create something that rocks, this is the method for you!  This is done all online so that participants are pre-screened and can be segmented if required. 


If confidentiality of the concepts are of concern, we recommend adjusting  the method to run it in-person with groups of 15 – 20 people at an agreed facility.  Our real-time software enables quantitative data extraction along with qualitative probing to dive deep into what consumers want and need.  Best to KNOW what will work before you spend time and effort building it out.

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