Four Country Mobile Operator Study: a competitive benchmark of leading mobile operator sites1

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Four Country Mobile Operator Study: a competitive benchmark of leading mobile operator sites1

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This Benchmarking study gets inside the European mobile operator market to show how users in four countries look for:...

This Benchmarking study gets inside the European mobile operator market to show how users in four countries look for:
- The monthly cost to surf the internet daily with an iPad
- The fax number/address for a high street shop

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  • In this webinar, we will show you how you can remove face to face moderation, have hundred of users participate simultaneously from different locations in a cost effective and fast way. Userzoom is an on demand research service that will automatically capture and gather both customers attitudes and behaviors. After our demonstration, we will open up to Questions, but let’s start now by diving into UserZoom software as a service.
  • In this webinar, we will show you how you can remove face to face moderation, have hundred of users participate simultaneously from different locations in a cost effective and fast way. Userzoom is an on demand research service that will automatically capture and gather both customers attitudes and behaviors. After our demonstration, we will open up to Questions, but let’s start now by diving into UserZoom software as a service.
  • In this webinar, we will show you how you can remove face to face moderation, have hundred of users participate simultaneously from different locations in a cost effective and fast way. Userzoom is an on demand research service that will automatically capture and gather both customers attitudes and behaviors. After our demonstration, we will open up to Questions, but let’s start now by diving into UserZoom software as a service.
  • The study investigated the usability of the two leading mobile operators of each country on two simple tasks. The same two tasks were carried out in each country. For each provider, we asked participants to find a specific monthly data plan to surf with an iPad, and then to locate a store in a given city. After the test, we gave several questionnaires to our participants, to know how easy to use each website was, and how they perceived the complexity and consistency of these websites. The tasks started on the homepage of each website, and we were interested to know whether it was clear where to go or not to find the information wanted, and how confident the participants were of their choices. We then ask them to rate the usability of the websites with help of System Usability Scale (here refered as « SUS score »). There were questions of personal opinion, such as what was liked most and least about the sites, which one they prefered after having interacted with both, and the likelihood to recommend each of them. This last questionnaire is know as the Net Promoter Score.
  • You may be aware that Switzerland has three national languages, which are German, French and Italian. The Swiss study was conducted in these three languages. Here are screenshots of the Swisscom website in German. In order to complete the iPad task, that was to find the plan that allows to surf daily with a 2GB limit, we have to select the « Internet » menu, which opens a submenu where you have « Internet with your notebook ». Under it stands the « iPad plans ». Thus, the information can be found in three clicks when browsing (that is, without using the search engine). When we know where to find the information, it seems to be an easy task. Let’s look how the participants performed.
  • The heatmap shown here represents only the Swiss-German participants of the Swiss study. More than two thirds of the participants were not able to find the information regarding the iPad monthly plan. 6% used the search bar, which lead to success in 67% of the cases - 40% rolled over to the side navigation bar and then clicked on the links on the right, which didn’t lead to much success (only 16%) 15% clicked “Kombi-Angebote” on the side navigation bar (translated as “Packages” on the English version of the site), which wasn’t a successful option either (14%) When we look at the participant’s results and their comment, we can interpret that they were unable to locate the information. They don’t know if the information is in the “Mobile” or in the “Internet” menu of the site. Then, when they do find the information asked, it was unclear. The participants themselves rated this task mostly as difficult.
  • As for the Orange website, the iPad monthly plan can also be found in three clicks when browsing: the information can be found under the menu « Internet », then « Internet Everywhere for iPad ». As we can see on this heatmap, only 14% of the Swiss-German participants clicked « Internet » on the top navigation bar. Three quarters of the participants couldn’t find the information or answer this task correctly. About two thirds of the unsuccessful participants made an error on the task. More than a third of the participants that abandoned the task did so because they couldn’t locate the information where it was expected. This task was also rated as difficult by the participants, which is not a surprise considering their low performance.
  • 20/01/11
  • 20/01/11

Transcript

  • 1. Webinar Four Country Mobile Operator Study: a competitive benchmark of leading mobile operator sites 19 th January 2011
  • 2. Overview
    • Introductions
    • Study Background
    • What do we mean by UX Benchmarking? Why is it important?
    • Methodology and Technology
    • Findings and Opportunities
    • Questions and Comments
    • UserZoom and UX Alliance Partners at a glance
  • 3. Introductions Arthur Moan Country Manager UK & Ireland at UserZoom Martje van der Linde User Experience Consultant at User Intelligence Louiselle Morand User Experience Consultant at Telono Javier Darriba Managing Director at Xperience Consulting
  • 4. Today’s Session Goals
    • See how users in four countries look for:
      • the monthly cost to surf the internet daily with an iPad
      • the fax number/address for a high street shop
    • To gain insight into the European mobile operator market
    • Introduction and review of UX Benchmarking methodology
    • Introduction and review of UserZoom software solution for conducting this type of research
  • 5. Study Background
  • 6. What is UX benchmarking and why is it important? OK……. So how do we define UX benchmarking ?
  • 7. What is UX benchmarking and why is it important?
    • Definition of Benchmarking:
    • The process of comparing the business processes and performance metrics including cost, cycle time, productivity, or quality to another that is widely considered to be an industry standard benchmark or best practice.
    • It provides a snapshot of the performance of your business and helps you understand where you are in relation to a particular standard.
  • 8. What is UX benchmarking and why is it important?
    • Definition of UX:
    • It’s about how a person feels about using a system. It highlights the experiential, affective, meaningful and valuable aspects of HCI and product ownership, but it also covers a person’s perceptions of the practical aspects such as utility, ease of use and efficiency of the system.
    • User experience is subjective in nature, as it is about an individual’s feelings and thoughts about the system. User experience is dynamic , because it changes over time as the circumstances change.
  • 9. What is UX benchmarking and why is it important? Some may wonder: is UX benchmarking: ?
  • 10. Not really…..
    • Here’s how we’d define UX Benchmarking:
    • The process of comparing a website’s performance, specifically in relation to UX metrics, including among others effectiveness, efficiency, overall satisfaction and quality perception ( ISO-9241-11 standard ), to another that is widely considered to be an industry standard benchmark or best practice.
    • UX benchmarking provides a snapshot of the performance of your website and helps you understand where you are in relation to a particular standard.
  • 11. 10 must-dos with UX Benchmarking
    • Define measurable & comparable UX-related KPIs (key performance indicators)
    • Select competitors to benchmark against
    • Define target audience
    • Identify common site activities/tasks (between-subjects design)
    • Conduct research using scenario-based testing
    • Gather both quantitative & qualitative data
    • Use the quantitative data to test for statistically significant differences between means or proportions
    • Use qualitative data to support your findings and understand the why 
    • Research at least twice a year to measure design changes and trends in expectations
    • Use the right research solution/tool
  • 12. What is UX benchmarking and why is it important? ‘ You can’t manage what you can’t measure’ Attributed to Peter Drucker, Mgt Guru The question is: How are you actually measuring UX and defining your benchmark?
  • 13. Methodology and Technology
  • 14. Common UX research challenges
    • Difficulties obtaining objective, statistically significant, actionable data
    • Obtaining idea adoption from stakeholders
    • Geographic/demographic limitations
    • Research is costly and time-consuming
  • 15. How does UserZoom add value?
    • By allowing you to see the BIG picture
    • Testing large samples of geographically spread participants
    • Combining statistically-significant usability + user behaviour data
    • Measuring Customer Experience cost-effectively
    • Getting actionable insights
    Usability Lab Studies Web Traffic Analysis Online Surveys Focus Groups Qualitative Quantitative Online UX Studies
  • 16. Online Usability Testing Solution
    • UZ Self-Serve Edition
    • 100% on-demand, web-based software solution
    • To manage & conduct various types of online UX research projects
  • 17. Our method
    • Hundreds of users participate in a study
    • In their natural context
    • From geographically spread locations
    • Users try to complete tasks (or goals) + answer questions
    • No human moderation needed
    • Our browser bar connects users with our secure servers
  • 18.
      • Analyze data real-time using UZ Analytics
    Effectiveness + efficiency ratios
  • 19.
      • Analyze data using UZ Analytics
    Qualitative feedback collected. Easy visualization through ‘ text clouds ’
  • 20.
      • Analyze data using UZ Analytics
  • 21. UserZoom Results - Behavioural
  • 22. Study structure
    • Introduction:
    • For each study, participants were randomly assigned two tasks on two popular mobile operator websites (four tasks in total)
    • Task: Find a monthly iPad data plan
    • Task: Locate a store address/fax number
    • Post-task:
    • Mobile operator site evaluation ratings included -
    • Ease of use
    • Perceived complexity of sites
    • Perceived consistency of sites
    • Clear where to start
    • Confidence in using the sites
    • Usability Satisfaction (SUS score)
    • What was liked most about the sites
    • What was liked least about the sites
    • Wrap-up:
    • Mobile Operator Site Preference
    • Likelihood to recommend: (Net Promoter Score)
  • 23. Switzerland Study – Participant Demographics
    • Participants:
    • N= 78 participants
    • Demographic data collected:
    • Gender
    • Current mobile operator
    • Age
      • Individuals between 18-55 years of age were invited to complete the study.
    GENDER 45 females completed the study 33 males completed the study
  • 24. Switzerland Study – Participant Demographics
    • AGE
    • The highest percentage of Swiss participants are 36 - 45 years of age.
      • 14 participants are 18-25
      • 19 participants are 26-35
      • 25 participants are 36-45
      • 20 participants are 46-55
    • MOBILE OPERATOR
    • Swisscom, Sunrise and Orange were the most common current providers among participants.
      • “ Other”: yallo, vtx, Vodafone
  • 25. Netherlands Study – Participant Demographics
    • Participants:
    • N= 100 participants
    • Demographic data collected:
    • Gender
    • Current mobile operator
    • Age
      • Individuals between 18-55 years of age were invited to complete the study.
    GENDER 47 females completed the study 53 males completed the study
  • 26. Netherlands Study – Participant Demographics
    • MOBILE OPERATOR
    • Vodafone, KPN and T-Mobile were the most common current providers among participants.
      • “ Other”: hi, simyo, lebara, ziggo, rabo mobiel
    • AGE
    • The highest percentage of Dutch participants are 36 - 45 years of age.
      • 21 participants are 18-25
      • 15 participants are 26-35
      • 41 participants are 36-45
      • 23 participants are 46-55
  • 27. Spain Study – Participant Demographics
    • Participants:
    • N= 100 participants
    • Demographic data collected:
    • Gender
    • Current mobile operator
    • Age
      • Individuals between 18-55 years of age were invited to complete the study.
    GENDER 45 females completed the study 55 males completed the study
  • 28. Spain Study – Participant Demographics
    • AGE
    • The highest percentage of Spanish participants are 26-35 years of age.
      • 27 participants are 18-25
      • 43 participants are 26-35
      • 22 participants are 36-45
      • 08 participants are 46-55
    • MOBILE OPERATOR
    • Movistar, Vodafone and Orange were the most common current providers among participants.
  • 29. United Kingdom Study – Participant Demographics
    • Participants:
    • N= 101 participants
    • Demographic data collected:
    • Gender
    • Current mobile operator
    • Age
      • Individuals between 18-55 years of age were invited to complete the study.
    GENDER 65 females completed the study 35 males completed the study
  • 30. United Kingdom Study – Participant Demographics
    • AGE
    • The highest percentage of UK participants are 36 - 45 years of age.
      • 21 participants are 18-25
      • 30 participants are 26-35
      • 31 participants are 36-45
      • 18 participants are 46-55
    • MOBILE OPERATOR
    • Vodafone, O2 and Orange were the most common current providers among participants.
      • “ Other”: Asda, Tesco, Virgin
  • 31. Executive Summary
  • 32. Executive Summary
    • Orange UK and Orange Switzerland (CH) had highest task success rates for both iPad (UK 75%) and Address (CH 87%) tasks.
    • Orange Spain (SP) had the lowest success rate across tasks 24%, the lowest participants satisfaction scores, and substantially lower preference (25%) vs. Vodafone (75%).
    • All mobile providers tested in each country received low usability satisfaction scores by participants.
    • The lowest system usability scale scores (SUS) were received by Vodafone Spain (51) and Orange Spain (40).
    • All four mobile providers received low Net Promoter Scores (between -46% and -75%). There were more detractors than promoters in every instance.
  • 33. Findings and Opportunities
  • 34. Top level overview of Task 1 across all countries with deep dive into Switzerland & UK results “Find the monthly cost to surf the internet daily with an iPad”
  • 35. Task Metrics: iPad Monthly Plan
  • 36. Switzerland: Swisscom
    • Successful process
      • “ Internet”
        • “ Internet with your Notebook”
          • “ iPad tariffs”
    • Can be found in 3 clicks if browsing
  • 37. Heatmaps First Click: Swisscom - Switzerland (DE)
    • Overall 30% were successful
    • 6% used the search bar - 40% rolled over to the side navigation bar and then clicked on the links on the right
    • 15% clicked “Kombi-Angebote” on the side navigation bar
    Task: iPad Monthly Plan
  • 38. Heatmaps First Click: Orange – Switzerland (DE)
    • Overall 24% were successful
    • 14% used the search bar
    • 16% clicked “Mobile” on the top navigation bar
    • 14% clicked “Internet” on the top navigation bar
    Task: iPad Monthly Plan
  • 39. Heatmaps First Click: Orange - Spain
    • Overall 28% were successful
    • 21% used the search bar
    • 14% clicked “movil” on the top navigation bar
    • 65% clicked in other places
    Task: iPad Monthly Plan
  • 40. Heatmaps First Click: Vodafone - Spain
    • Overall 61% were successful
    • 7% used the search bar
    • 31% clicked “Tienda Online” on the top navigation bar
    • 14% clicked in the center promotional area
    Task: iPad Monthly Plan
  • 41. Heatmaps First Click: Vodafone - Netherlands
    • Overall 27% were successful
    • 4% used the search bar
    • 14% clicked “Internet” on the top navigation bar
    • 19% clicked in the center promotional area
    Task: iPad Monthly Plan
  • 42. Heatmaps First Click: T-Mobile - Netherlands
    • Overall 40% were successful
    • 15% used the search bar
    • 13% clicked “Abonnement” on the top navigation bar
    • 27% clicked “Internet” on the top navigation bar
    Task: iPad Monthly Plan
  • 43. Heatmaps First Click: Orange - United Kingdom
    • Overall 75% were successful
    • 13% used the search bar
    • 37% clicked “iPad” on the left navigation bar
    • 50% clicked in other places
    Task: iPad Monthly Plan
  • 44. Vodafone > iPad: UK
    • Only half of the participants were able to successfully find the monthly cost of an iPad subscription on the Vodafone website.
    • Successful Participants spent an average of 5 minutes 24 seconds and 19 clicks completing the task.
    Task Effectiveness
  • 45. Orange > iPad: UK
    • The majority of participants were able to find the correct price for the plan (75%).
    • Successful Participants spent an average of 1 minute 11 seconds and 7 clicks completing the task.
    Task Effectiveness
  • 46. Top level overview of Task 2 across all countries with deep dive into The Netherlands & Spain’s results “ Locate a store address/fax number ”
  • 47. Task Metrics: Locating Store Address/Phone number
  • 48. Success rates for Netherlands
    • Task 2 : «  Find the closest shop to the Amsterdam railway station and write down its address.  »
    • The T-mobile site provided the best results regarding this task, 77% of the participants was successful.
        • On average it took slightly over one minute to find the right information, with an average of only 4 page views and 8 clicks.
    • On the Vodafone website 52% was successful in achieving this information.
      • Remarkable result is that it took an average of 3 minutes and 29 clicks to complete this task.
  • 49. Success questionnaire - Netherlands
    • Nevertheless, the rate of success regarding a task is not necessarily an indication of the ease of use:
      • The Vodafone website was less successful, but only 28% of the participants regarded it to be difficult to acquire the needed information.
      • On the T-mobile website, people were far more successful, but also less satisfied with the level of difficulty to get to the right URL: 42% of the participants thought this was (very) hard to achieve.
      • Vodafone
      • T-mobile
  • 50. Abandon questionnaire - Netherlands
    • Main reasons for abandoning a task were:
      • Page not loading : Especially the Vodafone website was unable to load the required page. Remarkable is that people wait up to 5 minutes!
      • Information not in expected location : Both Vodafone and T-mobile present information in an unexpected manner. Participants have certain expectations on where and how to find the required information. In case these expectations are not met, people easily abandon the website.
    QUOTES “ I was looking for it under Customer service and expected to be able to fill in my location and that it would automatically give the closest store location.” “ I was unable to open the page.”
  • 51. Final questionnaire - Netherlands
    • Users of both the Vodafone as well as the T-mobile website are neither positive nor negative about the websites:
      • They regard it as easy to use for inexperienced users and there is no need for extra help.
    • Nevertheless, the lack of success will have some influence on the use of the website .
      • Most users indicate that they will not likely be using these websites in the near future again.
  • 52. Task 2 Spain : Find the closest shop to the Atocha railway station and take note of its fax number.  
  • 53. Task 2 Spain – success ratios
      • On Vodafone 68% of users completed the task successfully .
      • On Orange 53% of users completed the task successfully.
  • 54. Vodafone analysis - Spain
      • First click of users was mostly focused on the search engine and the help section. There were several users that tried to find the shops using the Vodafone logo.
  • 55. Vodafone analysis - Spain
      • The reason users got the answer incorrect was due to a problem on the web. Although as happened in the previous task, the information that users found was not clear enough.
    The site is not clear nor intuitive, you have to use the search engine, the information provided is not precise The section with the Vodafone shops is easy, the problem is one you have to find one in Madrid Too much information on the map
  • 56. Vodafone analysis - Spain
      • The reasons participants abandoned the task was mainly due to the information being incomplete (67%). Other reasons were:
        • The information presentation is not clear enough
        • The information, options and menus are difficult to understand
        • The information wasn’t in the expected location
        • Few search options
      • As it has been seen in the previous task users again had problems with the information provided .
    I have entered province “Madrid”, city “Madrid” and no results appeared with this search options. I have tried with different options and it always happened the same.
  • 57. Orange Analysis - Spain
      • Most of the users went to the tab “Orange shop” in order to look for the addresses of the physical shops.
  • 58.
      • The reason for the incorrect answer was ‘not being able to find the correct information due to options and menus being difficult to understand.’
      • Users explained that the site mainly focuses on the iPhone whereas iPad information is quite difficult to find.
      • The system could be improved using an accessible and easy to find search engine.
    There is no way to understand what is going on here. There is no way to find anything. What a fuss! Orange Analysis - Spain
  • 59.
      • Those users who didn’t finish the task was mainly because they couldn’t find the information where they were expecting to find it.
      • The links to the information were not clear enough.
      • The site is very focused on selling products or services instead of giving clients the service that they need.
    I don’t have anything against Orange but its website is a disaster Orange Analysis - Spain
  • 60. Final Questionnaire – all countries: Which mobile operator do you prefer? Netherlands Switzerland Spain UK
  • 61. 1. I think that I would like to use this system frequently. 2. I found the system unnecessarily complex. 3. I thought the system was easy to use. 4. I think that I would need the support of a technical person to be able to use this system. 5. I found the various functions in this system were well integrated. 6. I thought there was too much inconsistency in this system. 7. I would imagine that most people would learn to use this system very quickly. 8. I found the system very cumbersome to use. 9. I felt very confident using the system. 10. I needed to learn a lot of things before I could get going with this system. Metrics: SUS Score The System Usability Scale (SUS) is a set of 10 questions that is used to measure the perception of a systems overall usability. Participants rate each question with a 1 to 5 scale (5 being strongly agree).
  • 62. Metrics: SUS Score After completing the tasks on each mobile provider website participants were asked to complete the SUS questionnaire. The averages for each question are used to calculate an overall score (0-100). SUS Score Guide*: 35=poor, 50=OK, 70=good, 85=excellent Bangor, A. (2009, May). Determining What Individual SUS Scores Mean: Adding and Adjective Rating Scale. Journal of Usability Studies, 4(3), 114-123.
  • 63. Net Promoter Score (NPS®) Promoters NPS % of Promoters (9s and 10s) Detractors (0 through 6) = - After completing the four tasks, participants were asked how likely they would be to recommend each mobile provider’s website. Detractors   0 1 2 3 4 5 6 7 8 9 10 NPS Orange (SP) 16% 11% 15% 10% 7% 14% 9% 9% 2% 4% 3% -75% Orange (UK) (n=101) 10% 3% 4% 7% 7% 21% 11% 10% 14% 9% 4% -50% Orange (CH) (n=78) 9% 4% 12% 4% 10% 23% 9% 15% 12% 0% 3% -68% Swisscom (CH) (n=78) 4% 1% 15% 6% 5% 15% 12% 22% 12% 3% 5% -51% T-Mobile (NL) 13% 4% 6% 4% 6% 27% 13% 10% 13% 3% 1% -69% Vodafone (NL) 8% 3% 9% 8% 5% 22% 18% 11% 9% 3% 4% -66% Vodafone (SP) 7% 1% 4% 6% 14% 13% 13% 18% 12% 8% 4% -46% Vodafone (UK) 8% 1% 4% 8% 9% 22% 13% 16% 9% 5% 5% -55%
  • 64. Top 5 findings / Learnings
    • The satisfaction is directly related with the success of the users in obtaining the information that they are looking for. In general the websites for mobile operators in all countries are not performing optimal when consumers have a task in mind. The performance rate was dependent on the task, not the website.
    • Across the board the main difficulties were in participants finding specific information. The normal way users tried to find the information was through the menu structure. When they realized it was too complicated they tried to use ‘search’ although the results weren’t always clear enough.  A much clearer architecture and clearer results in search engines are therefore needed. Furthermore the use of promotional ads made the navigation much longer and difficult for most of the users.
  • 65. Top 5 findings / Learnings
    • Analysing NPS, SUS, success on task and preference data it is clear that the brand halo effect has a bearing on site preference in each market irrespective of task success.
      • UK - although participants had notably higher task success rates on the Orange site (75% and 71%) vs. the Vodafone site (50% and 49%), when asked for site preference at the end of the study, the Orange website was selected only 8% more than the Vodafone site (54% vs 46%) respectively. Out of the Orange customers (n=17) more than half (9) preferred the Vodafone website.
      • Orange is not strong in Spain
      • Swisscom the national provider is stronger in Switzerland
      • Vodafone marginally outperforms T-mobile in the Netherlands
  • 66. Top 5 findings / Learnings
    • When participants were asked whether they would recommend the sites in each market all operators scored negatively showing room for improvement. Although these scores are low, previous research has shown that telecommunication companies have the lowest net promoter scores within the technology sector.
    • As Vodafone and Orange were both tested in 3 of the 4 markets we can benchmark their experiences.
      • Vodafone outperforms Orange on aggregated SUS (53 versus 51.3)
      • Vodafone outperforms Orange on aggregated NPS (-55% versus -64.3%)
      • Task 1 success aggregated : Vodafone outperforms Orange (46% versus 42%)
      • Task 2 success aggregated : Orange outperforms Vodafone (70% versus 56%)
  • 67. Q & A
  • 68. Information on UI
    • User Intelligence is a user experience consultancy and was founded in 2002
    • Offices in Amsterdam and Helsinki, additional service offering in Sweden and Norway
    • Our team consists of 17 consultants with a passion for people and interactive technology
  • 69. About Telono
    • Telono is a Swiss consultancy specialising in usability, user experience and web accessibility.
    • We help companies implement a systematic user-centred design process, from user experience strategy and user research to interaction design and usability evaluations.
    • Telono is the Swiss representative of the User Experience Alliance (UXalliance)
  • 70. About Xperience Consulting
      • 10 years of experience
      • 2 offices (Barcelona & Madrid)
      • 150 AI projects
      • 300 usability studies
      • 6000 users analyzed
      • 150 clients (15 countries)
      • Usability and user experience experts, we create interfaces that suit users’ needs and objectives of your company. Intuitive and easy to use websites.
  • 71. UX Alliance - Who are we?
    • The UX Alliance is an international network for usability testing and user experience research consisting of core partners, associates, and affiliate members.
    • Back in 2005 the leading user experience companies from France, Germany, Spain, UK and US met in Barcelona with a single common goal in mind: how to provide effective international user experience services to our clients .
    • Having worked together on international projects for many years, we recognised that we were ideally placed to lead international user experience research. Thus, the UXalliance was born…
    www.uxalliance.com
  • 72. Who are we?
    • 20 Countries – 22 Companies  Over 100 global projects per year together .
    www.uxalliance . User Centric, Inc . United States SirValUse German y User Experience China Xperience Consulting Spain User Intelligence Netherlands/ Finland UXa Partners, Associates, & Affiliates Optimal Usability New Zealand Mitsue Links Japan Think User Korea Axance France UIDesign Group Russia Optimal Experience Australia Mercedes Sanchez Brazil Symetria Poland Snitker & Co. Denmark ExperienceLab United Kingdom Yu Centrik Canada Ayer Viernes Chile Telono Switzerland ExperienceU Czech Republic
  • 73. About UserZoom
    • Leading online (remote) user experience research software company
    • 9 years experience in UX research & consulting
    • Offices in Sunnyvale (CA), London (UK) and Barcelona (Spain)
    • Created because traditional UX research methods are great but not enough
  • 74. Sunnyvale (USA) 440 N. Wolfe Rd. Sunnyvale, CA 94085 Phone: +1 (408) 524 7445 Contact: Alfonso de la Nuez Barcelona (Spain) Av. Diagonal 419 3º 2ª 08008 Barcelona Phone: +34 93 414 7554 Fax: +34 93 209 8380 Contact: Xavier Mestres Cheshire (UK) Booths Park. Chelford Road, Knutsford, Cheshire WA16 8GS Phone: + 44 (0)1565 759890 Cell: + 44 (0)7900 472 920 Contact: Arthur Moan Thanks so much for your time! Check out our upcoming events at www.userzoom.com