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    Why Ecommerce UX Matters

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    Le Quang
    This document discusses the importance of user experience (UX) design in e-commerce. It notes that 70% of buying experiences are based on how customers feel they are treated. The customer journey in e-commerce involves stages like product discovery, checkout, delivery, and returns. UX design is important at each stage to create intuitive, convenient and enjoyable experiences. Studies have shown that optimized UX can increase revenue and conversion rates significantly. Small UX tweaks and improvements can bring better business outcomes through increased customer satisfaction and loyalty.

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    Why Ecommerce UX Matters

    Uploaded by

    Le Quang
    79 views26 pages
    This document discusses the importance of user experience (UX) design in e-commerce. It notes that 70% of buying experiences are based on how customers feel they are treated. The customer journey in e-commerce involves stages like product discovery, checkout, delivery, and returns. UX design is important at each stage to create intuitive, convenient and enjoyable experiences. Studies have shown that optimized UX can increase revenue and conversion rates significantly. Small UX tweaks and improvements can bring better business outcomes through increased customer satisfaction and loyalty.

    Original Description:

    Reveal reasons why ecommerce business should care about UX

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    This document discusses the importance of user experience (UX) design in e-commerce. It notes that 70% of buying experiences are based on how customers feel they are treated. The customer journey in e-commerce involves stages like product discovery, checkout, delivery, and returns. UX design is important at each stage to create intuitive, convenient and enjoyable experiences. Studies have shown that optimized UX can increase revenue and conversion rates significantly. Small UX tweaks and improvements can bring better business outcomes through increased customer satisfaction and loyalty.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    79 views26 pages

    Why Ecommerce UX Matters

    Uploaded by

    Le Quang
    This document discusses the importance of user experience (UX) design in e-commerce. It notes that 70% of buying experiences are based on how customers feel they are treated. The customer journey in e-commerce involves stages like product discovery, checkout, delivery, and returns. UX design is important at each stage to create intuitive, convenient and enjoyable experiences. Studies have shown that optimized UX can increase revenue and conversion rates significantly. Small UX tweaks and improvements can bring better business outcomes through increased customer satisfaction and loyalty.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 26

    Why e-commerce UX matters

    Why we do e-commerce instead of


    traditional commerce?

    What we are expecting


    convenient

    intuitive

    enjoyable

    Buthow do users actually feel?

    70% of buying experiences are based on how


    the customer feels they are being treated.

    McKinsey

    E-commerce Customer Journey


    Delivery

    Product
    Discovery

    Return

    Product
    Presentation
    Customer
    Services
    Landing

    Loyalty

    Cart
    Management
    Payment
    Gateway

    Checkout

    E-commerce UX
    UX
    UX

    Product
    Discovery

    Delivery
    UX
    UX

    Return

    Product
    Presentation
    UX

    Customer
    Services

    UX

    Landing

    UX
    UX

    Loyalty

    Cart
    Management
    UX

    Payment
    Gateway
    UX

    Checkout

    E-commerce UX
    Delivery

    Product
    Discovery

    Return

    Product
    Presentation
    Customer
    Services
    Landing
    Cart
    Management

    Loyalty
    Payment
    Gateway

    Checkout

    User Experience (UX) is the interaction a user has with a


    product or service and how they perceive it.

    Product
    Service

    U
    X

    User

    UX ~ NPS

    (Net Promoter Score)

    User Experience Professionals' Association International


    Conference 2012 - Erin Bradner & Jeff Sauro

    3 in 5 Americans (59%) would try a new brand


    or company for a better service experience.

    American Express Survey, 2011

    It takes 12 positive experiences to make up for


    one unresolved negative experience.

    Understanding Customers by Ruby Newell-Legner

    UX makes users feel


    happy but anything else?

    Business development
    secret weapon

    Control version

    UX-optimized variation
    RPV +17.4%

    (Source: rejoiner.com)

    Control version

    UX-optimized variation
    RPV +13.9%

    (Source: rejoiner.com)

    Control version

    UX-optimized variation
    RPV +14.3%

    (Source: rejoiner.com)

    Control version

    UX-optimized variation
    RPV +36.8%

    (Source: rejoiner.com)

    Control version

    UX-optimized variation
    Conversion rates +58.39%
    (Source: rejoiner.com)

    $mall UX tweaks bring


    much better rvnu

    Phowr (L Anh Quang)


    Product Manager E-Wallet Momo
    PhowrUXD
    phowr.uxdesign
    [email protected]

    Developer, Strobist @6ix.vn


    Product Manager @VatGia
    Project Manager @CucRe.vn
    Product Specialist @Adayroi

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