Study Finds People are Frustrated With Digital Experiences, Walk Away With Negative Brand Perception

SAN FRANCISCO, Nov. 5, 2013 /PRNewswire/ -- Only 15 percent of people think technology – including mobile devices, smartphones, tablets, etc. – has made their life more complicated, according to a study conducted by Harris Interactive among more than 2,000 U.S. adults in October and commissioned by EffectiveUI. But while technology and quick access to information is making life easier, people also say that the digital experience is becoming more frustrating.

• 93 percent of people have found themselves frustrated with the usability of a website, and, on average, are frustrated with websites 23 percent of the time. 
• 72 percent of mobile device owners have found themselves frustrated with the usability of a mobile app, on average 25 percent of the time.

This frustration has huge implications on a brand, as 87 percent of people say that a frustrating digital experience leads to at least a somewhat negative perception about that brand.

People say they want digital experiences to be easier. On average, people would do more of the following activities if they were easier:

• Banking – Respondents said they would do nine percent more banking. Industry statistics point to growth specifically in the mobile market, with the percent of mobile banking users compared to PC banking users expected to more than double by 2017, according to a July 6, 2012 blog post by Susan Huynh of Forrester Research, Inc. entitled: "The Data Digest: Mobile Banking's Massive Growth Is Supplementary To PC Banking."
• Insurance – People say they would handle 13 percent more insurance needs. According to IBISWorld, the majority of insurance policies are initiated online, but most are still completed using an agent. With the industry as a whole estimated at $429 billion in the U.S., making it easier for consumers to conduct this business online could result in huge cost savings for providers.
• Shopping – Respondents would do 12 percent more shopping online or via mobile. In a $225 billion market, as reported by Internet Retailer, this equates to a $27 billion opportunity for online retailers.
• Reading – People say they would do seven percent more digital reading. BookStats reports that the eBook market was $1.54 billion in 2012, equating to a $108 million opportunity. 
• Television viewing – People would view nine percent more shows digitally. With IBISWorld estimating the market at $3 billion, this equates to an additional $270 million in revenue.

"The trouble with the current situation is that we, as digital professionals, consider ourselves to be tech savvy, but the people we are designing for don't see themselves that way," said Anthony Franco, president and co-founder of EffectiveUI. "We have to start building experiences for the people we are meant to serve – to help solve problems not as engineers, but as empathetic human beings."

EffectiveUI at GigaOM Roadmap
EffectiveUI is addressing these topics today at GigaOM Roadmap 2013. First, the company will host a panel discussion titled, "The Telemetrists Meet the Experientialists" on the combination of data science and experience design, and how companies must leverage both to create meaningful digital experiences. The panel takes place at 3:10 p.m. today, and the participants include: 

• Corey Bernardo – Vice President, Global Experience Design, Hewlett-Packard
• David Gutelius – Principal and Co-Founder, The Data Guild
• Cameron Turner – Partner and Data Scientist, The Data Guild, and
• Tim Wood – Vice President, Design and User Experience, EffectiveUI

In addition, Anthony Franco, will explore the history of digital experiences, and share thoughts on how far we have yet to go to make them better in a session titled, "Confessions of a Reformed Technologist," today at 4:20 p.m. on the main stage.

Supporting Resources:

• Download the study infographic
• GigaOM Roadmap 2013

Survey Methodology
This survey was conducted online within the United States by Harris Interactive on behalf of EffectiveUI from October 28-30, 2013 among 2,016 adults ages 18 and older. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For complete survey methodology, including weighting variables, please contact Jill Petersen, 206-683-5225.

About EffectiveUI
Navigating the most complex business problems, EffectiveUI designs and builds digital solutions for the Fortune 1000 and ambitious innovators. Driven by the belief that the interface between people and technology makes or breaks the success of every digital product, application and user experience, the company's purview spans anywhere an effective UI is needed, from smartphones to flight decks. In addition to creating award-winning digital products, mission-critical Web applications, and integrated mobile apps, EffectiveUI provides its clients with strategic guidance, training and embedded experts to spur internal progress. EffectiveUI is a WPP company (NASDAQ: WPPGY).

To learn more about EffectiveUI, visit www.effectiveui.com, send an email to [email protected] or call 888-310-5327.

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Image with caption: "Frustrating digital experiences lead to negative brand perception." Image available at: http://photos.prnewswire.com/prnh/20131105/MM10553-INFO-a

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SOURCE Effective UI