How to use a UX Framework to improve conversion Tommy De Kimpe - UX Expert www.higroup.co
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How to use a UX Framework to improve conversion
Tommy De Kimpe - UX Expert
www.higroup.com
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2016 Human Interface Group
CUSTOMER JOURNEY
1. Investigate the customer journey
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Online customers want to do everything themselves.They dont need us any more to do that
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A
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SERVICE BLUEPRINT
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SERVICE BLUEPRINT
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Inspiration: http://www.filipmuyllaert.be
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Inspiration: http://www.filipmuyllaert.be
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2. Go beyond data points
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PRINTER
LABELS
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David filters on price
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Send by e-mail
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DAVID, WHAT THE HELL??!!
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Behind every data point, theres a story
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3. Bad things happen
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PEAK-END RULE
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WIN!PEAK-END RULE
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TAKEAWAYSInvestigate the customer journeyVisualize every step of the process
Go beyond data pointsListen to your customers storiesBad things happenConvert them into opportunities
De Regenboog 112800 MechelenHuman Interface Group
@higroup
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