The document discusses user experience (UX) and defines it according to ISO standards as a person's perceptions and responses resulting from use or anticipated use of a product, system or service. It notes that UX includes emotions, beliefs and responses before, during and after use. The document outlines Eric Reiss's definition of UX as the perception left after a series of interactions between people, devices and events. It discusses the user journey and touchpoints along that journey as interactions across different channels and viewports. Finally, it discusses the importance of engagement at different stages including discovery, examination and purchase.
4. ISO 9241-210
"Ergonomics of human-system
interaction, provides guidance on
human-system interaction
throughout the life cycle of
interactive systems."
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5. ISO 9241-210
"a person's perceptions and
responses that result from the use
or anticipated use of a product,
system or service."
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9. ISO 9241-210
"User experience includes all the
users' emotions, beliefs, preferences,
perceptions, physical and
psychological responses, behaviors
and accomplishments that occur
before, during and after use."
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15. UX Definition by Eric Reiss
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16. Eric Reiss's UX Definition
User experience = the sum
of a series of Interactions
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17. Eric Reiss's UX Definition
User experience (UX) represents
the perception left in someones
mind following a series of
interactions between people,
devices, and events – or any
combination thereof. "Series" is the
operative word
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18. Eric Reiss's UX Definition
Some interactions are active –
● clicking a button on a website
● giving a waiter your order at a
restaurant
● getting out of the rain at a picnic
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19. Eric Reiss's UX Definition
Some interactions are passive –
● viewing a beautiful sunset will
trigger the limbic system to
release dopamine (a reward
chemical)
● this applies to any and all of our
five senses
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20. Series of Interactions
People, Devices, Events, Environments
http://3.bp.blogspot.com/-dap1_dxCbiY/UBvdLKMu3MI/AAAAAAAAB1Y/RwvGGVK1kBk/s1600/An+outbound+flight+customer+journey.png
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24. Series of Interactions
People, Devices, Events,
Environments = Touchpoints
● Types of Interactions
○ Human to Human
○ Human to Computer
○ Computer to Computer
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56. EXAMINE
● Detailed Product Information
● Easy to See Contact Information
● Categorisation: Don’t make me think
● Comparison:
● Customisation: Ikea Wardrobe Builder
● Customisation: Mission Bicycles
57.
58.
59. PURCHASE
● Check-out process: Keep it simple
● Avoid long, protracted, complicated or
confusing check-out processes
● Forms
○ Keep it on one page
○ Test it
○ Minimal criteria
● Simplify
● User-friendly
● Multi-device compatible
● Make it easy to buy: e.g.: Kenneth Cole
63. What is a Persona?
DEFINITION: A persona represents a cluster of users
who exhibit similar behavioral patterns in their
purchasing decisions, use of technology or products,
customer service preferences, lifestyle choices, and the
like. Behaviors, attitudes, and motivations are common
to a "type" regardless of age, gender, education, and
other typical demographics. In fact, personas vastly
span demographics.
SOURCE: http://uxmag.com/articles/personas-the-foundation-of-a-great-user-experience
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