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Webinar:How to Scale your UX ResearchSeptember 27th, 2012
Intros           Alfonso de la Nuez           Deborah Torres         Co-Founder & Co-CEO at        Sr. UX Researcher      ...
Overview   SOS! How can I get all this work done?   How Remote Testing helps scale your UX research   Survey results: C...
Demand for UX: Like never before In-house UX/CX Professionals: A growing community (including UX Designers, UX Researcher...
SOS! How can I get all this work done?Current challenges for UX Researchers                                   UX: Now str...
Examples of challenges UXers face                                Being agile &                                 efficient ...
Examples of challenges UXers face                                     Finding participants                               ...
Examples of challenges UXers face                                     Defining PERSONAS                                  ...
Examples of challenges UXers face                                     Re-defining IA
Current challenges for UX Researchers                                         Prototype Testing                          ...
Current challenges for UX Researchers                                         International (or                          ...
 Qual + quant          (triangulation of data)Source: Measuringusability.com
Examples of challenges UXers face                               UX Benchmarking                                (Running b...
How Remote Unmoderated Testing helps scale your UXresearchPotential issues/challenges            How Remote Unmoderated Te...
Types of Remote Unmoderated Testing tools & solutions                        Task-based surveys
Types of Remote Unmoderated Testing tools & solutions  Card Sorting               Tree Testing               Click Testing...
Types of Remote Unmoderated Testing tools & solutions                            Video Tools
Survey results: Cost of runningUsability Testing   Comparison: In-person vs Remote Unmoderated Usability Testing         ...
Case Study: How PayPal meets UXresearch & design goals                 Deborah Torres                Sr. UX Researcher    ...
Challenge #1: Delivering quality insights
Q2 2012 Fast FactsSource: www.paypal-media.com   113.2 million active           $4,281 transacted        accounts         ...
Self-                                                                          Surveys OnlineReported     Focus Groups / V...
Self-                                                                          Surveys OnlineReported     Focus Groups / V...
Triangulation tells a complete story and increases credibility
Challenge #2: Execute with maximum efficiency                                          (fast and cheap!)
Limited                         Limited             budget                        resources   Quickturnaround             ...
Small team of 6UX Researchers
Consider tools to maximize your efficiency
Case Study #1
Reduce CS contacts                   for account servicing                           issues “We need a          Make it ea...
3. Gather1. Identify top     2.Understand    qualitative     tasks          mental model   feedback on                    ...
3. Gather1. Identify top     2.Understand    qualitative     tasks          mental model   feedback on                    ...
Sample Card Sort               In-Lab        Remote UnmoderatedBest for:                 Qualitative feedback   Quantitati...
3. Gather1. Identify top     2.Understand    qualitative     tasks          mental model   feedback on                    ...
Case Study #2
Improve                   discoverability and                      findability on                       PayPal.com “We nee...
Website IA
2. Gather1. Understand                   3. Compare                 qualitativemental model                   current IA v...
2. Gather1. Understand                   3. Compare                 qualitativemental model                   current IA v...
Triangulation tells a complete story and increases credibility
Consider tools to maximize your efficiency
Challenges   Deliver quality insights      Triangulate using multiple research methods      Instill confidence in resul...
Q&A
Thanks so much for your time!                              Check out our upcoming news and events at www.userzoom.comSunny...
How to Scale Your UX Research
How to Scale Your UX Research
How to Scale Your UX Research
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How to Scale Your UX Research

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In this exclusive webinar, Deborah Torres, Sr. User Experience Researcher at Paypal, and UserZoom’s co-CEO, Alfonso de la Nuez, will discuss how you can scale back the time and resources it takes to do user research, while still providing valuable results.

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  • Six person teamBased in San Jose, CAConduct research all over the world
  • Transcript of "How to Scale Your UX Research"

    1. 1. Webinar:How to Scale your UX ResearchSeptember 27th, 2012
    2. 2. Intros Alfonso de la Nuez Deborah Torres Co-Founder & Co-CEO at Sr. UX Researcher UserZoom & Ops Manager at Twitter Hashtag #uzwebinar
    3. 3. Overview SOS! How can I get all this work done? How Remote Testing helps scale your UX research Survey results: Cost of running Usability Testing How PayPal meets UX research & design challenges Q&A
    4. 4. Demand for UX: Like never before In-house UX/CX Professionals: A growing community (including UX Designers, UX Researchers, CX Mgrs, etc.) Measuringusability.com: The median number of UX/CX Pros has increased between 20% and 30% over the last two years
    5. 5. SOS! How can I get all this work done?Current challenges for UX Researchers  UX: Now strategic, value recognized by C-level execs  Demand for UX: Like never before  But… UX Research & Usability Testing, tend to be costly, time consuming  UXers at Corporations often struggle to meet demand Today we will look at how software is used in UX research to scale their work, be lean, get more work done with less
    6. 6. Examples of challenges UXers face  Being agile & efficient (conducting cost- effective research)
    7. 7. Examples of challenges UXers face  Finding participants (from different locations and getting them in the Lab)
    8. 8. Examples of challenges UXers face  Defining PERSONAS “There is no shortcut to creating personas; they are an investment. Strategic, forward-thinking organizations can build personas as a subset of other research, but when conducted properly as a standalone project, the investment in persona development is somewhere between $80,000 to $120,000.” Kevin O’Connor is the President of User Insight Source: UX Magazine: Personas: The Foundation of a Great User Experience, User Insight.
    9. 9. Examples of challenges UXers face  Re-defining IA
    10. 10. Current challenges for UX Researchers  Prototype Testing (once again, there’s a need to be AGILE)
    11. 11. Current challenges for UX Researchers  International (or country-wide) Research
    12. 12.  Qual + quant (triangulation of data)Source: Measuringusability.com
    13. 13. Examples of challenges UXers face  UX Benchmarking (Running before and after studies, measuring UX)
    14. 14. How Remote Unmoderated Testing helps scale your UXresearchPotential issues/challenges How Remote Unmoderated Testing & Online Research helpsBeing agile & efficient • Cost of participants reduced by 80% • No moderation needed • Much of the analysis is automatedFinding participants • Plenty of Panel companies using high quality recruiting (Research Now, Survey Sampling Int’l, Toluna, etc)Defining PERSONAS • True Intent Surveys help to find out who comes to your site and why they visitRe-defining IA • Online Card Sorting, Tree Testing and Click TestingPrototype Testing • Any HTML interface can be tested remotely, allows you to collect feedback in hoursInternational (or country-wide) • Set up the study in local language, launch in differentResearch countries, manage from your officeQual + quant (triangulation of data) • Task-based surveys help you quantify usabilityUX Benchmarking • Conducting cost-effective ‘before and after’ studies and competitive UX research
    15. 15. Types of Remote Unmoderated Testing tools & solutions  Task-based surveys
    16. 16. Types of Remote Unmoderated Testing tools & solutions Card Sorting Tree Testing Click Testing  IA Tools
    17. 17. Types of Remote Unmoderated Testing tools & solutions  Video Tools
    18. 18. Survey results: Cost of runningUsability Testing Comparison: In-person vs Remote Unmoderated Usability Testing In-lab Unmoderated RemoteTotal time to conduct a 3-6 weeks 1-2 weeksstudyTotal in-session time 60 min 15-30 minTotal number of participants 5 - 14 60%: >50 30%: >200Total cost to conduct a study $10,000 - Less than $1,000 $19,000 Survey Results: Total N=65 Date: August 2012 – September 2012
    19. 19. Case Study: How PayPal meets UXresearch & design goals Deborah Torres Sr. UX Researcher & Ops Manager at
    20. 20. Challenge #1: Delivering quality insights
    21. 21. Q2 2012 Fast FactsSource: www.paypal-media.com 113.2 million active $4,281 transacted accounts every second: Q2’12 25 currencies $118 billion processed in 2011 21 localized websites So, we have to be confident in our results
    22. 22. Self- Surveys OnlineReported Focus Groups / Voices (NPS, Brand Tracking) Diary Study - Longitudinal Surveys (Intercepts) Phone Interviews (e.g. Opinion Lab) Mental Model Card Sorting In-depth Interviews Customer Support Data Online Quantitative Usability Research Field Visits Usability Testing Eye Tracking Data mining/ Analysis BioMetrics A/ B Live testing Observed Qualitative Quantitative Framework graciously borrowed from Christian Rohrer
    23. 23. Self- Surveys OnlineReported Focus Groups / Voices (NPS, Brand Tracking) Diary Study - Longitudinal Surveys (Intercepts) Phone Interviews (e.g. Opinion Lab) Mental Model Card Sorting In-depth Interviews Customer Support Data Online Quantitative Usability Research Field Visits Usability Testing Eye Tracking Data mining/ Analysis BioMetrics A/ B Live testing Observed Qualitative Quantitative Framework graciously borrowed from Christian Rohrer
    24. 24. Triangulation tells a complete story and increases credibility
    25. 25. Challenge #2: Execute with maximum efficiency (fast and cheap!)
    26. 26. Limited Limited budget resources Quickturnaround Small research team
    27. 27. Small team of 6UX Researchers
    28. 28. Consider tools to maximize your efficiency
    29. 29. Case Study #1
    30. 30. Reduce CS contacts for account servicing issues “We need a Make it easier forusability test.” users to update account info
    31. 31. 3. Gather1. Identify top 2.Understand qualitative tasks mental model feedback on new designs Tracker survey + Card Sort Usability Test web traffic
    32. 32. 3. Gather1. Identify top 2.Understand qualitative tasks mental model feedback on new designs Tracker survey + Card Sort Usability Test web traffic
    33. 33. Sample Card Sort In-Lab Remote UnmoderatedBest for: Qualitative feedback Quantitative feedbackSample size per segment 6 – 8 participants >100Potential time spentPotential cost $$$ $
    34. 34. 3. Gather1. Identify top 2.Understand qualitative tasks mental model feedback on new designs Tracker survey + Card Sort Usability Test web traffic
    35. 35. Case Study #2
    36. 36. Improve discoverability and findability on PayPal.com “We need ausability test.”
    37. 37. Website IA
    38. 38. 2. Gather1. Understand 3. Compare qualitativemental model current IA vs. feedback on globally proposed IA proposed IA Card Sort Usability + Tree Testing Tree Testing
    39. 39. 2. Gather1. Understand 3. Compare qualitativemental model current IA vs. feedback on globally proposed IA proposed IA Card Sort Usability + Tree Testing Tree Testing
    40. 40. Triangulation tells a complete story and increases credibility
    41. 41. Consider tools to maximize your efficiency
    42. 42. Challenges Deliver quality insights  Triangulate using multiple research methods  Instill confidence in results Execute with maximum efficiency  With limited resources (time, budget, small team)  Across the globe
    43. 43. Q&A
    44. 44. Thanks so much for your time! Check out our upcoming news and events at www.userzoom.comSunnyvale (USA) Barcelona (Spain) Cheshire (UK)440 N. Wolfe Rd. Sunnyvale, Av. Diagonal 419 3º 2ª 08008 Booths Park. Chelford Road, Knutsford,CA 94085 Barcelona Phone: +34 93 414 Cheshire WA16 8GSPhone: +1 (408) 524 7445 7554 Fax: +34 93 209 8380 Phone: + 44 (0)1565 759890Contact: Alfonso de la Nuez Contact: Xavier Mestres Cell: + 44 (0)7900 472 920 Contact: Arthur Moan
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