How to measure a User's Experience

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A talk presented at the Brisbane Web Design Meetup - August 2012 See all resources and links

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How to measure a User's Experience

  1. 1. HOW TO MEASUREA USER’S EXPERIENCE Warwick Kay UX Designer, Vision6 www.warwickkay.com @warwickck
  2. 2. first... We need to define what that experience isWarwick Kay @warwickck www.warwickkay.com
  3. 3. in essence... Every user’s experience should reduce the same result!Warwick Kay @warwickck www.warwickkay.com
  4. 4. It shouldn’t beWarwick Kay @warwickck www.warwickkay.com
  5. 5. Should it be?Warwick Kay @warwickck www.warwickkay.com
  6. 6. It should beWarwick Kay @warwickck www.warwickkay.com
  7. 7. now... How do we go about finding this out!Warwick Kay @warwickck www.warwickkay.com
  8. 8. UI Metrics: Completion Rates Usability Problems Task Time First Clicks Page Views/Clicks Conversion ErrorsWarwick Kay @warwickck www.warwickkay.com
  9. 9. how...... Google Analytics ClickTales MouseFlow and so so many more...Warwick Kay @warwickck www.warwickkay.com
  10. 10. but... There’s an issue.... this isn’t tracking the user, it’s tracking our goals!Warwick Kay @warwickck www.warwickkay.com
  11. 11. Task Metrics Task Level Surveys Micro Surveys Live HelpWarwick Kay @warwickck www.warwickkay.com
  12. 12. but... This may tell us something is wrong, but not what or in any great detail!Warwick Kay @warwickck www.warwickkay.com
  13. 13. so... What’s the solution?Warwick Kay @warwickck www.warwickkay.com
  14. 14. TALK TO USERS! Survey (NPS, SUS) Beta Group Email The Phone!Warwick Kay @warwickck www.warwickkay.com
  15. 15. In Summary - Track your UI Metrics - Be smart about how you get feedback - Don’t annoy distract your users - TALK TO YOUR USERS!Warwick Kay @warwickck www.warwickkay.com
  16. 16. Thank you! Using intelligent design in your emails to increase your conversions EMSA - Australia’s only email marketing summit. - www.emsaustralia.com.auWarwick Kay @warwickck www.warwickkay.com
  17. 17. Questions? Anyone have any questions? - www.warwickkay.com/bnewebWarwick Kay @warwickck www.warwickkay.com

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