Webinar:
How to Improve Your Company’s UX
Capabilities:
Let Your Methods Drive Your Plan
Jeff Horvath, Principal at Balanc...
Jeff Horvath, Ph.D.
Principal,
Balanced Experience
Speaker:
Meet UserZoom
3
All-in-One Software Solution to Cost-effectively
Measure the Digital Customer Experience and
Conduct Remot...
Meet UserZoom
• Increase conversion rates by conducting cost-effective UX
research, remote usability testing and voice of ...
Highlighted Customers
Why is UserZoom Unique?
6
1) Cost-effective
• No moderation needed
• Automated data analysis
2) Agile & Efficient
• Build ...
• Chat box is available if you have any questions
• There will be time for Q&A at the end
• We will be recording the webin...
Agenda
1. UX as a strategic differentiator
2. What every CEO is trying to figure out - HOW to make
UX a differentiator
3. ...
Business Value of UX
UX is a Top Priority
April 2012 “The State Of Customer Experience, 2012 ”
UX as Strategic Differentiator
April 2012 “The State Of Customer Experience, 2012 ”
UX Strategy
J. Garrett - The Elements of User Experience: User-Centered Design for the Web (2002)
Strategy – too abstract
Three Layers
Methods
Processes
Org
Change
Three Layers
Methods
Start with Methodology
You’ve got to fit in
Connect with existing methods
Roles & Responsibilities
UX RACI Model
RACI Group
Responsible UX team
Accountable Product Manager
Consulted Software Development, Creative
Informed...
One Size Does Not Fit All
Different Methods for Different Situations
Enterprise Big Project Small/Maintenance
UX Team Role • Own and execute all
key...
Staffing Models
10%
…of work load
…of head count
…of development budget
How much?
Staffing Model
What kind?
Customer Experience
Team
UX SMEs
Long-term
Project Support Team Day-to-Day
(co-located)(remote o...
Training & Mentoring
Tools
Three Layers
Methods
Processes
Now what?
…Now you know how to do great UX work.
So what?
Who decides what work to do? In what order?
What’s the time? Bud...
Processes
Idea
Evaluation
UX research
required? Yes
Use existing
solution?
No
Yes
No
New Solution
No
Prioritization– Estim...
Three Layers
Methods
Processes
Org
Change
Now what?
…So now you you know what work do and how to do it.
So what?
Org Change
• It’s unlikely that you’ll drastically change the DNA of your
organization over night.
• But, there are some c...
Pilot Your Methods
Develop a Roll Out Plan
Find Some Friends
Have a Sponsor
Become Part of the DNA
UX
UX
UX
UX
Three Layers
Methods
Processes
Org
Change
Thank You
Contact Us
Jeff Horvath, Ph.D.
President
jeff@balancedexperience.com
608.658.2878
UserZoom
www.userzoom.com
866....
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How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your Plan

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How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your Plan

  1. 1. Webinar: How to Improve Your Company’s UX Capabilities: Let Your Methods Drive Your Plan Jeff Horvath, Principal at Balanced Experience #uzwebinar
  2. 2. Jeff Horvath, Ph.D. Principal, Balanced Experience Speaker:
  3. 3. Meet UserZoom 3 All-in-One Software Solution to Cost-effectively Measure the Digital Customer Experience and Conduct Remote User Testing
  4. 4. Meet UserZoom • Increase conversion rates by conducting cost-effective UX research, remote usability testing and voice of the customer studies • Test any web-based products (live or prototype) and mobile apps, on a unified software platform. • Founded in 2007; launched SaaS platform in 2009 • Our mission: To go beyond the Lab! • International company: Silicon Valley, Spain, U.K., Germany • > 200 Enterprise customers, 50% of Fortune’s Most Admired Brands
  5. 5. Highlighted Customers
  6. 6. Why is UserZoom Unique? 6 1) Cost-effective • No moderation needed • Automated data analysis 2) Agile & Efficient • Build studies and gather feedback in days 3) Qual + Quant • Success rates, time on task, behavior, video, audio, heatmaps, verbatims, dendrograms, etc. 4) Easy Recruiting • Geographic representation • No travel needed 5) Feature Rich • More flexible, customizable, robust, versitile than others 6) Team & Service • Hands-on, highly experienced Customer Success Team
  7. 7. • Chat box is available if you have any questions • There will be time for Q&A at the end • We will be recording the webinar for future viewing • All attendees will receive a copy of the slides/recording • Twitter hashtag: #uzwebinar Quick Housekeeping 7
  8. 8. Agenda 1. UX as a strategic differentiator 2. What every CEO is trying to figure out - HOW to make UX a differentiator 3. Strategies are important, but you need to get work done - start by defining your UX methodology 4. Key elements to consider when defining your methodology and how it fits in – Methods drive the plan - staffing models, tools, training plan, etc. 5. The Three Levels of UX organizational change - methods, processes, change management
  9. 9. Business Value of UX
  10. 10. UX is a Top Priority April 2012 “The State Of Customer Experience, 2012 ”
  11. 11. UX as Strategic Differentiator April 2012 “The State Of Customer Experience, 2012 ”
  12. 12. UX Strategy J. Garrett - The Elements of User Experience: User-Centered Design for the Web (2002)
  13. 13. Strategy – too abstract
  14. 14. Three Layers Methods Processes Org Change
  15. 15. Three Layers Methods
  16. 16. Start with Methodology
  17. 17. You’ve got to fit in
  18. 18. Connect with existing methods
  19. 19. Roles & Responsibilities
  20. 20. UX RACI Model RACI Group Responsible UX team Accountable Product Manager Consulted Software Development, Creative Informed Product Manager, BA, PM, Software, Marketing, Quality Assurance Example: Formative UX Test
  21. 21. One Size Does Not Fit All
  22. 22. Different Methods for Different Situations Enterprise Big Project Small/Maintenance UX Team Role • Own and execute all key UX activities • Review and approve all key UX activities • Provide tools and resources • Available for consultation Methods Used • All core methods • Select optional/advanced methods • All core methods • All core methods Tools
  23. 23. Staffing Models 10% …of work load …of head count …of development budget How much?
  24. 24. Staffing Model What kind? Customer Experience Team UX SMEs Long-term Project Support Team Day-to-Day (co-located)(remote or co-located)
  25. 25. Training & Mentoring
  26. 26. Tools
  27. 27. Three Layers Methods Processes
  28. 28. Now what? …Now you know how to do great UX work. So what? Who decides what work to do? In what order? What’s the time? Budget? Prioritization?
  29. 29. Processes Idea Evaluation UX research required? Yes Use existing solution? No Yes No New Solution No Prioritization– Estimates, Business Requirements, UX Methods / Resources Typeofproject Appropriate UX Methods Informed Decisions Day-to-Day Day-to-Day (non-technical) SDLC – Small / Enhancement SDLC - Strategic New solution fits with existing framework? Requires code change? No Yes Yes Low HighUX Involvement UX UX
  30. 30. Three Layers Methods Processes Org Change
  31. 31. Now what? …So now you you know what work do and how to do it. So what?
  32. 32. Org Change • It’s unlikely that you’ll drastically change the DNA of your organization over night. • But, there are some common steps you can follow to begin the journey.
  33. 33. Pilot Your Methods
  34. 34. Develop a Roll Out Plan
  35. 35. Find Some Friends
  36. 36. Have a Sponsor
  37. 37. Become Part of the DNA UX UX UX UX
  38. 38. Three Layers Methods Processes Org Change
  39. 39. Thank You Contact Us Jeff Horvath, Ph.D. President jeff@balancedexperience.com 608.658.2878 UserZoom www.userzoom.com 866.599.1550 Twitter: @userzoom Linkedin: https://www.linkedin.com/company/userzoom

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