13 Rules of Actionable User
         Research


               Joely Gardner, PhD
                 Product Camp 2-27-10
#1
!   Define the business purpose of the
    research




    2
#2
!   Match questions to business
    purpose




    3
#3
!   Define measurement method
    !   # of errors
    ! Time
    ! User satisfaction




    4
#4
!   Choose the tasks




    5
#5
!   Choose the users (segmentation)




    6
#6
!   Choose the right number of users




    7
#7
!   Select the right testing environment
    and methodology
    !   Formal lab
    !   Customer’s site
    !   Remote ...
#8
!   Do a dry run




    9
#9
!   Record sessions
    !    Audio and visual, if you can




    10
#10
!   Transcribe sessions




    11
#11
!   Analyze appropriately
    ! Small sample statistics
    ! Trends




    12
#12
!   Create compelling reports
    ! Address/map back to business purpose
    ! Videoclips (Flip Video or formal

     ...
#13
!   Provide feedback to customers




    14
Joely Gardner, Ph.D.
     • Licensed psychologist with specializations in Voice of the
       Customer, customer experienc...
Joely Gardner, Ph.D.
        Human Factors Research

             760.510.1166
     www.HumanFactorsResearch.com
       jo...
Questions?




17
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13 Rules of Actionable User Research by Joely Gardner - pcSC Session 16

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13 Rules of Actionable User Research by Joely Gardner - pcSC Session 16

  1. 1. 13 Rules of Actionable User Research Joely Gardner, PhD Product Camp 2-27-10
  2. 2. #1 ! Define the business purpose of the research 2
  3. 3. #2 ! Match questions to business purpose 3
  4. 4. #3 ! Define measurement method ! # of errors ! Time ! User satisfaction 4
  5. 5. #4 ! Choose the tasks 5
  6. 6. #5 ! Choose the users (segmentation) 6
  7. 7. #6 ! Choose the right number of users 7
  8. 8. #7 ! Select the right testing environment and methodology ! Formal lab ! Customer’s site ! Remote testing 8
  9. 9. #8 ! Do a dry run 9
  10. 10. #9 ! Record sessions ! Audio and visual, if you can 10
  11. 11. #10 ! Transcribe sessions 11
  12. 12. #11 ! Analyze appropriately ! Small sample statistics ! Trends 12
  13. 13. #12 ! Create compelling reports ! Address/map back to business purpose ! Videoclips (Flip Video or formal program such as Morae) 13
  14. 14. #13 ! Provide feedback to customers 14
  15. 15. Joely Gardner, Ph.D. • Licensed psychologist with specializations in Voice of the Customer, customer experience management, customer satisfaction, and analytics • Corporate consultant to organizations such as Gateway Computers, Chase Manhattan Bank, Cardinal Health, Invitrogen, Hewlett Packard, Quest Diagnostics • Highly-rated part-time instructor in “Measuring Customer Satisfaction” for UC San Diego Graduate Business School • Frequent convention speaker Professional Associations: • National Board Member, Education and Training, ASQ • Local V.P. and Board Member, San Diego CHI (Computer Human Interaction) and UPA (Usability Professionals Assoc.) • Board Member, San Diego chapter of Association for Strategic Planning 15
  16. 16. Joely Gardner, Ph.D. Human Factors Research 760.510.1166 www.HumanFactorsResearch.com joely.gardner@humanfr.com 16 16 16
  17. 17. Questions? 17

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