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Confessions of an uber optimiser conversion summit - craig sullivan - v 1.9

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Confessions of an uber optimiser conversion summit - craig sullivan - v 1.9

  1. 1. Confessions of an Uber-Optimiser 5th Sep 2013 @OptimiseOrDie
  2. 2. @OptimiseOrDie@OptimiseOrDie
  3. 3. @OptimiseOrDie Timeline - 1998 1999 - 2004 2004-2008 2008-2012
  4. 4. Belron Brands @OptimiseOrDie
  5. 5. SE O @OptimiseOrDie PP C UX Analytics A/B and Multivariate testing Customer Satisfaction Design QADevelopment 40+ websites, 34 countries, 19 languages, €1bn+ revenue Performance 8 people
  6. 6. @OptimiseOrDie Ahh, how it hurt
  7. 7. If you‟re not a part of the solution, there‟s good money to be made in prolonging the problem
  8. 8. Out of my comfort zone… @OptimiseOrDie
  9. 9. Behind enemy lines… @OptimiseOrDie
  10. 10. Nice day at the office, dear? @OptimiseOrDie
  11. 11. Competition…
  12. 12. Traffic is harder! SEO/PPC
  13. 13. Panguin tool…
  14. 14. Casino Psychology
  15. 15. If it isn‟t working, you‟re not doing it right @OptimiseOrDie
  16. 16. #1 : Your analytics is cattle trucked @OptimiseOrDie
  17. 17. #1 : Your analytics is cattle trucked @OptimiseOrDie
  18. 18. #1 : Common problems (GA) • Dual purpose goal page – One page used by two outcomes – and not split • Cross domain tracking – Where you jump between sites, this borks the data • Filters not correctly set up – Your office, agencies, developers are skewing data • Code missing or double code – Causes visit splitting, double pageviews, skews bounce rate • Campaign, Social, Email tracking etc. – External links you generate are not setup to record properly • Errors not tracked (404, 5xx, Other) – You are unaware of error volumes, locations and impact • Dual flow funnels – Flows join in the middle of a funnel or loop internally • Event tracking skews bounce rate – If an event is set to be „interactive‟ – it can skew bounce rate (example) @OptimiseOrDie
  19. 19. #1 : Common problems (GA) – EXAMPLE 20 Landing 1st interaction Loss 2nd interaction Loss 3rd interaction Loss 4th interaction Loss 55900 527 99.1% 66 87.5% 55 16.7% 33 40.0% 30900 4120 86.7% 2470 40.0% 1680 32.0% 1240 26.2%
  20. 20. #1 : Solutions • Get a Health Check for your Analytics – Try @prwd, @danbarker, @peter_oneill or ask me! • Invest continually in instrumentation – Aim for at least 5% of dev time to fix + improve • Stop shrugging : plug your insight gaps – Change „I don‟t know‟ to „I‟ll find out‟ • Look at event tracking (Google Analytics) – If set up correctly, you get wonderful insights • Would you use paper instead of a till? – You wouldn‟t do it in retail so stop doing it online! • How do you win F1 races? – With the wrong performance data, you won‟t @OptimiseOrDie
  21. 21. Insight - Inputs #FAIL Competitor copying Guessing Dice rolling An article the CEO read Competitor change Panic Ego Opinion Cherished notions Marketing whims Cosmic rays Not ‘on brand’ enough IT inflexibility Internal company needs Some dumbass consultant Shiny feature blindness Knee jerk reactons #2 : Your inputs are all wrong @OptimiseOrDie
  22. 22. Insight - Inputs Insight Segmentation Surveys Sales and Call Centre Session Replay Social analytics Customer contact Eye tracking Usability testing Forms analytics Search analytics Voice of Customer Market research A/B and MVT testing Big & unstructured data Web analytics Competitor evalsCustomer services #2 : Your inputs are all wrong @OptimiseOrDie
  23. 23. #2 : Solutions • Usability testing and User Centred design – If you‟re not doing this properly, you‟re hosed • Champion UX+ - with added numbers – (Re)designing without inputs + numbers is guessing • You need one team on this, not silos – Stop handing round the baby (I‟ll come back to this) • Ego, Opinion, Cherished notions – fill gaps – Fill these vacuums with insights and data • Champion the users – Someone needs to take their side! • You need multiple tool inputs – Let me show you my core list @OptimiseOrDie
  24. 24. #2 : Core tools • Properly set up analytics – Without this foundation, you‟re toast • Session replay tools – Clicktale, Tealeaf, Sessioncam and more… • Cheap / Crowdsourced usability testing – See the resource pack for more details • Voice of Customer / Feedback tools – 4Q, Kampyle, Qualaroo, Usabilla and more… • A/B and Multivariate testing – Optimizely, Google Content Experiments, VWO • Email, Browser and Mobile testing – You don‟t know if it works unless you check @OptimiseOrDie
  25. 25. #3 : You‟re not testing (enough) @OptimiseOrDie
  26. 26. #3 : Common problems • Let’s take a quick poll – How many tests do you complete a month? • Not enough resource – You MUST hire, invest and ringfence time and staff for CRO • Testing has gone to sleep – Some vendors have a „rescue‟ team for these accounts • Vanity testing takes hold – Getting one test done a quarter? Still showing it a year later? • You keep testing without buyin at C-Level – If nobody sees the flower, was it there? • You haven’t got a process – just a plugin – Insight, Brainstorm, Wireframe, Design, Build, QA test, Monitor, Analyse. Tools, Process, People, Time -> INVEST • IT or release barriers slow down work – Circumvent with tagging tools – Develop ways around the innovation barrier @OptimiseOrDie
  27. 27. #4 : Not executing fast enough @OptimiseOrDie
  28. 28. #4 : Not executing fast enough • Silo Mentality means pass the product – No „one team‟ approach means no „one product‟ • The process is badly designed – See the resource pack or ask me later! • People mistake hypotheses for finals – Endless argument, tweaking means NO TESTING – let the test decide, please! • No clarity : authority or decision making – You need a strong leader to get things decided • Signoff takes far too long – Signoff by committee is a velocity killer – the CUSTOMER and the NUMBERS are the signoff • You set your target too low – Aim for a high target and keep increasing it @OptimiseOrDie
  29. 29. CRO @OptimiseOrDie
  30. 30. #4 : Execution solutions • Agile, One Team approach – Everyone works on the lifecycle, together • Hire Polymaths – T-shaped or just multi-skilled, I hire them a lot • Use Collaborative Tools, not meetings – See the resource pack • Market the results – Market this stuff internally like a PR agency – Encourage betting in the office • Smash down silos – a special mission – Involve the worst offenders in the hypothesis team – “Hold your friends close, and your enemies closer” – Work WITH the developers to find solutions – Ask Developers and IT for solutions, not apologies @OptimiseOrDie
  31. 31. #5 : Product cycles are too long 0 6 12 18 Months Conversion @OptimiseOrDie
  32. 32. #5 : Solutions • Give Priority Boarding for opportunities – The best seats reserved for metric shifters • Release more often to close the gap – More testing resource helps, analytics „hawk eye‟ • Kaizen – continuous improvement – Others call it JFDI (just f***ing do it) • Make changes AS WELL as tests, basically! – These small things add up • RUSH Hair booking – Over 100 changes – No functional changes at all – 37% improvement • Inbetween product lifecycles? – The added lift for 10 days work, worth 360k @OptimiseOrDie
  33. 33. #5 : Make your own cycles @OptimiseOrDie
  34. 34. #6 – No Photo UX 24 Jan 2012 • Persuasion / Influence / Direction / Explanation • Helps people process information and stories • Vital to sell an „experience‟ • Helps people recognise and discriminate between things • Supports Scanning Visitors • Drives emotional response short.cx/YrBczl
  35. 35. • Very powerful and under-estimated area • I‟ve done over 20M visitor tests with people images for a service industry – some tips: • The person, pose, eye gaze, facial expressions and body language – cause visceral emotional reactions and big changes in behaviour • Eye gaze crucial – to engage you or to „point‟ Photo UX 24 Jan 2012
  36. 36. • Negative body language is a turnoff • Uniforms and branding a positive (ball cap) • Hands are hard to handle – use a prop to help • For Ecommerce – tip! test bigger images! • Autoglass and Belron always use real people • In most countries (out of 33) with strong female and male images in test, female wins • Smile and authenticity in these examples is absolutely vital • So, I have a question for you Photo UX @OptimiseOrDie
  37. 37. @OptimiseOrDie
  38. 38. Terrible Stock Photos : headsethotties.com & awkwardstockphotos.com Laughing at Salads : womenlaughingwithsalad.tumblr.com BBC Fake Smile Test : bbc.in/5rtnv @OptimiseOrDie
  39. 39. SPAIN +22% over control 99% confidence @OptimiseOrDie
  40. 40. @OptimiseOrDie
  41. 41. #7 : Your tests are cattle trucked • Many tests fail due to QA or browser bugs – Always do cross browser QA testing – see resources • Don’t rely on developers saying ‘yes’ – Use your analytics to define the list to test • Cross instrument your analytics – You need this to check the test software works • Store the variant(s) seen in analytics – Compare people who saw A/B/A vs. A/B/B • Segment your data to find variances – Failed tests usually show differences for segments • Watch the test and analytics CLOSELY – After you go live, religiously check both – Read this article : stanford.io/15UYov0 @OptimiseOrDie
  42. 42. #8 : Stats are confusing • Many testers & marketing people struggle – How long will it take to run the test? – Is the test ready? – How long should I keep it running for? – It says it‟s ready after 3 days – is it? – Can we close it now – the numbers look great! • A/B testing maths for dummies: – http://bit.ly/15UXLS4 • For more advanced testers: – Read this : http://bit.ly/1a4iJ1H • I’m going to build a stats course – To explain all the common questions – To save me having to explain this crap all the time @OptimiseOrDie
  43. 43. #9 : You‟re not segmenting • Averages lie – What about new vs. returning visitors? – What about different keyword groups? – Landing pages? Routes? Attributes • Failed tests are just ‘averaged out’ – You must look at segment level data – You must integrate the analytics + a/b test software • The downside? – You‟ll need more test data – to segment • The upside? – Helps figure out why test didn‟t perform – Finds value in failed or „no difference‟ tests – Drives further testing focus @OptimiseOrDie
  44. 44. #10 : You‟re unichannel optimising • Not using call tracking – Look at Infinity Tracking (UK) – Get Google keyword level call volumes! • You don’t measure channel switchers – People who bail a funnel and call – People who use chat or other contact/sales • You ‘forget’ mobile & tablet journeys – Walk the path from search -> ppc/seo -> site – Optimise for all your device mix & journeys • You’re responsive – Testing may now bleed across device platforms – Changing in one place may impact many others – QA, Device and Browser testing even more vital @OptimiseOrDie
  45. 45. SUMMARY : The best Companies…. • Invest continually in Analytics instrumentation, tools & people • Use an Agile, iterative, Cross-silo, One team project culture • Prefer collaborative tools to having lots of meetings • Prioritise development based on numbers and insight • Practice real continuous product improvement, not SLED • Source photos and copy that support persuasion and utility • Have cross channel, cross device design, testing and QA • Segment their data for valuable insights, every test or change • Continually try to reduce cycle (iteration) time in their process • Blend ‘long’ design, continuous improvement AND split tests • Make optimisation the engine of change, not the slave of ego • See the Maturity Model in the resource pack @OptimiseOrDie
  46. 46. So you want examples? • Belron – Ed Colley • Dell – Nazli Yuzak • Shop Direct – Paul Postance (now with EE) • Expedia – Oliver Paton • Schuh – Stuart McMillan • Soundcloud – Eleftherios Diakomichalis & Ole Bahlmann • Gov.uk – Adam Bailin (now with the BBC) Read the gov.uk principles : www.gov.uk/designprinciples And my personal favourite of 2013 – Airbnb! @OptimiseOrDie
  47. 47. • You‟re in the right place today! • This work is rarely easy – it always involves doing LOTS of things, not just one test a quarter • Invest in people, tools, analytics, techniques but most of all a process and strategy – cool tools are not enough • Stop putting things in the next release (JFDI) • This is not a bolt-on – it IS the process • Don‟t be afraid to fail – you‟re learning • Be Brave, Be Bold and most importantly • Never ever ever EVER give up • Enjoy the wonderful lineup…. Don‟t panic!
  48. 48. Is there a way to fix this then? 49 Conversion Heroes! @OptimiseOrDie
  49. 49. Email Twitter : sullivac@gmail.com : @OptimiseOrDie : linkd.in/pvrg14 More reading. Download the slides! Questions… 50
  50. 50. RESOURCE PACK 51
  51. 51. RESOURCE PACK • Maturity model • Crowdsourced UX • Collaborative tools • Testing tools for CRO & QA • Belron methodology example • CRO and testing resources 52
  52. 52. Ad Hoc Local Heroes Chaotic Good Level 1 Starter Level Guessing A/B testing Basic tools Analytics Surveys Contact Centre Low budget usability Outline process Small team Low hanging fruit + Multi variate Session replay No segments +Regular usability testing/research Prototyping Session replay Onsite feedback ________________________________________________________________________ _____________________ _ Dedicated team Volume opportunities Cross silo team Systematic tests Ninja Team Testing in the DNA Well developed Streamlined Company wide +Funnel optimisation Call tracking Some segments Micro testing Bounce rates Big volume landing pages + Funnel analysis Low converting & High loss pages + offline integration Single channel picture + Funnel fixes Forms analytics Channel switches +Cross channel testing Integrated CRO and analytics Segmentation +Spread tool use Dynamic adaptive targeting Machine learning Realtime Multichannel funnels Cross channel synergy ________________________________________________________________________ _______________________ ________________________________________________________________________ ________________________ Testing focus Culture Process Analytics focus Insight methods +User Centered Design Layered feedback Mini product tests Get buyin _________________________________________________________________________ _______________________Mission Prove ROI Scale the testing Mine value Continual improvement + Customer sat scores tied to UX Rapid iterative testing and design + All channel view of customer Driving offline using online All promotion driven by testing Level 2 Early maturity Level 3 Serious testing Level 4 Core business value Level 5 You rock, awesomely ________________________________________________________________________ ________________________ 53
  53. 53. Som, feedbackRemote UX tools (P=Panel, S=Site recruited, B=Both) Usertesting (B) www.usertesting.com Userlytics (B) www.userlytics.com Userzoom (S) www.userzoom.com Intuition HQ (S) www.intuitionhq.com Mechanical turk (S) www.mechanicalturk.com Loop11 (S) www.loop11.com Open Hallway (S) www.openhallway.com What Users Do (P) www.whatusersdo.com Feedback army (P) www.feedbackarmy.com User feel (P) www.userfeel.com Ethnio (For Recruiting) www.ethnio.com Feedback on Prototypes / Mockups Pidoco www.pidoco.com Verify from Zurb www.verifyapp.com Five second test www.fivesecondtest.com Conceptshare www.conceptshare.com Usabilla www.usabilla.com 2 - UX Crowd tools 54
  54. 54. 3 - Collaborative Tools Oh sh*t 55
  55. 55. 3.1 - Join.me 56
  56. 56. 3.2 - Pivotal Tracker 57
  57. 57. 3.3 – Trello 58
  58. 58. 3.4 - Basecamp 59
  59. 59. • Lots of people don’t know this • Serious time is getting wasted on pulling and preparing data • Use the Google API to roll your own reports straight into Big G • Google Analytics + API + Google docs integration = A BETTER LIFE! • Hack your way to having more productive weeks • Learn how to do this to make completely custom reports 3.5 - Google Docs and Automation 60
  60. 60. • LucidChart 3.6 - Cloud Collaboration 61
  61. 61. • Webnotes 3.7 - Cloud Collaboration 62
  62. 62. • Protonotes 3.8 - Cloud Collaboration 63
  63. 63. • Conceptshare 3.9 - Cloud Collaboration 64
  64. 64. 4 – QA and Testing tools Email testing www.litmus.com www.returnpath.com www.lyris.com Browser testing www.crossbrowsertesting.com www.cloudtesting.com www.multibrowserviewer.com www.saucelabs.com Mobile devices www.perfectomobile.com www.deviceanywhere.com www.mobilexweb.com/emulators www.opendevicelab.com 65
  65. 65. 5 – Méthodologies - Lean UX Positive – Lightweight and very fast methods – Realtime or rapid improvements – Documentation light, value high – Low on wastage and frippery – Fast time to market, then optimise – Allows you to pivot into new areas Negative – Often needs user test feedback to steer the development, as data not enough – Bosses distrust stuff where the outcome isn’t known “The application of UX design methods into product development, tailored to fit Build-Measure-Learn cycles.” 66
  66. 66. 5 - Agile UX / UCD / Collaborative Design Positive – User centric – Goals met substantially – Rapid time to market (especially when using Agile iterations) Negative – Without quant data, user goals can drive the show – missing the business sweet spot – Some people find it hard to integrate with siloed teams – Doesn’t’ work with waterfall IMHO Wireframe Prototype TestAnalyse Concept Research “An integration of User Experience Design and Agile* Software Development Methodologies” *Sometimes 67
  67. 67. CRO 68
  68. 68. 5 - Lean Conversion Optimisation Positive – A blend of several techniques – Multiple sources of Qual and Quant data aids triangulation – CRO analytics focus drives unearned value inside all products Negative – Needs a one team approach with a strong PM who is a Polymath (Commercial, Analytics, UX, Technical) – Only works if your teams can take the pace – you might be surprised though! “A blend of User Experience Design, Agile PM, Rapid Lean UX Build-Measure-Learn cycles, triangulated data sources, triage and prioritisation.” 69
  69. 69. 5 - Lean CRO Inspection Immersion Identify Triage & Triangulate Outcome Streams Measure Learn Instrument 70
  70. 70. 5 - Triage and Triangulation • Starts with the analytics data • Then UX and user journey walkthrough from SERPS -> key paths • Then back to analytics data for a whole range of reports: • Segmented reporting, Traffic sources, Device viewport and browser, Platform (tablet, mobile, desktop) and many more • We use other tools or insight sources to help form hypotheses • We triangulate with other data where possible • We estimate the potential uplift of fixing/improving something as well as the difficulty (time/resource/complexity/risk) • A simple quadrant shows the value clusters • We then WORK the highest and easiest scores by… • Turning every opportunity spotted into an OUTCOME “This is where the smarts of CRO are – in identifying the easiest stuff to test or fix that will drive the largest uplift.” 71
  71. 71. 5 - The Bucket Methodology “Helps you to stream actions from the insights and prioritisation work. Forces an action for every issue, a counter for every opportunity being lost.”  Test If there is an obvious opportunity to shift behaviour, expose insight or increase conversion – this bucket is where you place stuff for testing. If you have traffic and leakage, this is the bucket for that issue.  Instrument If an issue is placed in this bucket, it means we need to beef up the analytics reporting. This can involve fixing, adding or improving tag or event handling on the analytics configuration. We instrument both structurally and for insight in the pain points we’ve found.  Hypothesise This is where we’ve found a page, widget or process that’s just not working well but we don’t see a clear single solution. Since we need to really shift the behaviour at this crux point, we’ll brainstorm hypotheses. Driven by evidence and data, we’ll create test plans to find the answers to the questions and change the conversion or KPI figure in the desired direction.  Just Do It JFDI (Just Do It) – is a bucket for issues where a fix is easy to identify or the change is a no-brainer. Items marked with this flag can either be deployed in a batch or as part of a controlled test. Stuff in here requires low effort or are micro-opportunities to increase conversion and should be fixed.  Investigate You need to do some testing with particular devices or need more information to triangulate a problem you spotted. If an item is in this bucket, you need to ask questions or do further digging. 72
  72. 72. 5 - Belron example – Funnel replacement Final prototype Usability issues left Final changes Release build Legal review kickoff Cust services review kickoff Marketing review Test Plan Signoff (Legal, Mktng , CCC) Instrument analytics Instrument Contact Centre Offline tagging QA testing End-End testing Launch 90/10% Monitor Launch 80/20% Monitor < 1 week Launch 50/50% Go live 100% Analytics review Washup and actions New hypotheses New test design Rinse and Repeat!
  73. 73. 6 - CRO and Testing resources • 101 Landing page tips : slidesha.re/8OnBRh • 544 Optimisation tips : bit.ly/8mkWOB • 108 Optimisation tips : bit.ly/3Z6GrP • 32 CRO tips : bit.ly/4BZjcW • 57 CRO books : bit.ly/dDjDRJ • CRO article list : bit.ly/nEUgui • Smashing Mag article : bit.ly/8X2fLk 74
  74. 74. END SLIDES 75 Feel free to steal, re-use, appropriate or otherwise lift stuff from this deck. If it was useful to you – email me or tweet me and tell me why – I‟d be DELIGHTED to hear! Regards, Craig.

Hinweis der Redaktion

  • This stuff is important. What do photographs do?Well they help me persuade people, influence their thinking, give them directions or cues and explain things – this is the scanning generation!And they’re very powerful when selling experiences, stories or using the power of social proofThey help people very quickly (more quickly than reading) discriminate, evaluate – work out what stuff is, how it’s organized, what the things are, what’s being shown to you.And most importantly, they drive emotional response in people. Whether you like being soggy, wet and without toilet paper for a 30 mile radius or not, a picture like this gets a RESPONSE! Work it!Lastly, a shout out to James Chudley, who’s book this example comes from.
  • So this is quite a powerful area – what about people images?I’ve tested quite a few of these – in over 20 countries and over 15 languages. What did I find?Well - the person, pose, eye gaze, facial expressions and body language – cause visceral emotional reactions and big changes in behaviour. The difference between a crappy image and one optimised to get the right response is huge.And one interesting thing Eye gaze is pretty crucial – to engage you, the viewer, or to ‘point’ or draw eye gaze and attention to a product. I’ve tested all angles of viewing and in these people images, the best view is straight at the viewer or slightly away. Any further and the conversion rate drops. It makes a difference I can count.
  • Tomorrow - Go forth and kick their flabby low converting asses
  • “A piece of paper with your design mockup. A customer in a shop or bookstore. Their finger is their mouse, the paper their screen. Where would they click? Do they know what these labels mean? Do they see the major routes out of the page? Any barriers.Congratulations, you just got feedback on your design, before writing a single freaking line of code or asking your developers to keep changing stuff.”
  • “A piece of paper with your design mockup. A customer in a shop or bookstore. Their finger is their mouse, the paper their screen. Where would they click? Do they know what these labels mean? Do they see the major routes out of the page? Any barriers.Congratulations, you just got feedback on your design, before writing a single freaking line of code or asking your developers to keep changing stuff.”
  • “A piece of paper with your design mockup. A customer in a shop or bookstore. Their finger is their mouse, the paper their screen. Where would they click? Do they know what these labels mean? Do they see the major routes out of the page? Any barriers.Congratulations, you just got feedback on your design, before writing a single freaking line of code or asking your developers to keep changing stuff.”