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Remote usability testing & the UCD Process webinar

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Learn how, when, & why to use Unmoderated Remote User Testing within the different stages of the User-Centered Design Process

Learn how, when, & why to use Unmoderated Remote User Testing within the different stages of the User-Centered Design Process

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  • 1. Webinar:
    Remote Usability Testing & the UCD Process
    Oct 7th, 2010
  • 2. Overview
    • Introductions (10 min)
    • 3. Why do research in the first place? (5 min)
    • 4. The various types of user research – what is each good for? (10 min)
    • 5. About Unmoderated Remote User Research (25 min)
    • 6. Questions and Comments (10 min)
  • Introductions
    Alfonso de la Nuez
    Founder & Co-CEO
    at UserZoom
    George Papazian
    Founder at
    Naviscent
    Douglas van Duyne
    Founder at
    Naviscent
  • 7. 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 – go beyond the Lab
  • 8. Our Solution: UZ Self-Serve Edition
    • 100% on-demand, web-based software solution specializing in Online UX Research
  • UserZoom Products & Methodologies
  • 9. Why should you care?
    • Large scale testing – high sample size
    • 10. Statistical significance
    • 11. Quick, actionable results
    • 12. Geographic coverage & International testing
    • 13. Cost-effective & time-saving methodology
    • 14. Consolidated solution for all UX research
    • 15. Short learning curve
  • What makes us very proud…
  • 16. About Naviscent
    • Mission-Critical Web, App, and Mobile Research & Design
    • 17. HQ: Silicon Valley
    • 18. Focus on Global 2000 Clients, including:
  • Naviscent’s Publications & Awards
    Publications
    “Design bible”
    Reviewer
    “4.5 Stars”
    Amazon Reviewers
    “As I read The Design of Sites, [I see] the insight from years of
    professional advice has been put to paper.”
    JOHN CILIO
    Marketing manager, IBM System x & z Storage Synergy
    Awards Our People Have Won
  • 19. Naviscent’s Services
  • 20. Naviscent’s Experience Revolution
  • 21. Why do research in the first place?
    • Why not put the design up for a vote?
  • Why do research in the first place?
    • Why not make the best first guess and go with it?
  • Why do research in the first place?
    • Do you feel lucky?
  • Three Key Points
    • Senior management operates by numbers not opinions
    • 22. Regular benchmarking measures your position
    • 23. Capturing the whole experience requires special tools
  • What type of research?
  • 24. The right tools… for each question
  • 25. The right tools… for each goal
  • 26. Qualitative: Lab vs. Remote
    • Facial expressions
    • 27. Hand movement
    • 28. Body language
    • 29. Geographic representation
    • 30. Natural environment
    • 31. Schedule flexibility
  • Qualitative vs. Quantitative
    • Ad hoc questions
    • 32. First-hand observations
    • 33. Formative
    • 34. Statistical sample
    • 35. Combine market & usability research
    • 36. Summative
  • Quantitative Unmoderated Methodology
    • Hundreds of users agree to participate in a study
    • 37. In their natural context
    • 38. From geographically spread locations
    • 39. Users try to complete tasks(or goals) + answer questions
    • 40. No human moderation needed
    • 41. Browser bar connects users with secure servers
  • Quantitative Unmoderated Benefits
    Usability and User Experience questions:
    • When trying to complete a task, how many are successful? If not, why do they abandon?
    • 42. How many find the site’s information and navigation clearly organized?
    • 43. Where do users go and where do they click when when trying to complete a task?
    • 44. How many users have a satisfactory online experience?
    • 45. Would they recommend your site to colleagues or friends?
    • 46. What do they suggest for you to improve your site?
  • Quantitative Unmoderated Benefits
    • Large scale testing – high sample size
    • 47. Statistical significance
    • 48. Combination of usability + web analytics data
    • 49. Geographic coverage & International testing
    • 50. Cost-effective & Time-saving methodology
    • 51. Short learning curve
    • 52. Consolidated solution for all quantitative market and usability research
  • Quantitative Unmoderated Limitations
    • No facial expressions
    • 53. No ad hoc questions
    • 54. 90% of usability studies, this is not an issue
  • Benchmark Research
    Benchmarking Goals
    • Continuous feedback
    • 55. Compare and contrast with past performance
    • 56. Measure against competitors
    • 57. What makes a website the best?
  • Voice of the Customer
    • Measure customer-centered design factors
    • 58. Measure net promoter score
    • 59. Encourage comments and suggestions
    • 60. Task test key areas
    • 61. Continuously gather customer feedback
    • 62. Periodically analyze experience “temperature”
    • 63. Intercept customers as they visit
    • 64. Measure against corporate goals
  • Intercept Research
    • Who’s visiting your site?
    • 65. What are they wanting to do?
    • 66. Where do they go? What do they find?
    • 67. When they leave, do they leave satisfied or not?
    Types of Research
    • Persona Development
    • 68. Exploratory
    • 69. Benchmarking
    • 70. Competitive Comparison
  • Competitive Comparison
    Types of Insights
    • Where your site is doing well
    • 71. Where your site is doing poorly
    • 72. Compare features
    • 73. Distill into score
    • 74. Identify areas of industry excellence
    • 75. Compare company to competitor
    • 76. Run industry comparison
    • 77. Analyze periodically
  • Card Sort
    • How do your customers organize your content?
    • 78. What do your customers call your content categories?
    Types of insights
  • 79. Three Key Points
    • Senior management operates by numbers not opinions
    • 80. Regular benchmarking measures your position
    • 81. Capturing the whole experience requires special tools
  • Q&A
  • 82. Thanks so much for your time!
    Check out our upcoming events at www.userzoom.com & www.naviscent.com
    UserZoom (USA)
    440 N. Wolfe Rd. Sunnyvale,
    CA 94085
    Phone: +1 (408) 524 7445
    Contact: Alfonso de la Nuez
    alfonso@userzoom.com
    Naviscent LLC
    85 Bayview Drive
    San Carlos, CA 94040 USA
    Phone: +1 (650) 631-0500
    Contact: George Papazian
    george@naviscent.com