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User Experience Measurement and Analysis: Surveying

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In this presentation learn about the importance of surveying as it relates to your customer user experience testing, measurement and satisfaction.

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User Experience Measurement and Analysis: Surveying

  1. 1. User Experience Measurement and Analysis 2. SURVEYING
  2. 2. Surveying
  3. 3. Surveys can be administered in a variety of ways including: • Online • By phone • Focus groups • One-on-one interviews • Paper
  4. 4. Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your product/service • Gathering information about who your customers are and their expectations • Collect feedback
  5. 5. Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your product/service • Gathering information about who your customers are and their expectations • Collect feedback
  6. 6. Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your product/service • Gathering information about who your customers are and their expectations • Collect feedback
  7. 7. Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your product/service • Gathering information about who your customers are and their expectations • Collect feedback
  8. 8. Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your product/service • Gathering information about who your customers are and their expectations • Collect feedback
  9. 9. Surveys are good for • Collecting customer input • Gauging customer satisfaction • Getting new business ideas • Learning how customers are using your product/service • Gathering information about who your customers are and their expectations • Collecting feedback
  10. 10. When developing a survey, determine the following: • Survey goal • How the data will be applied • Decisions you hope to make
  11. 11. User Experience Surveys • Who are your customers? • What are their expectations and what are their needs?
  12. 12. Customer Demographic Questions
  13. 13. Questions to ask Example Business Demographic Questions Example Consumer Demographic Questions •What industry are you in? •What department do you work in? •What size is your company? •What is your job title? •Where do you live? (City, state or country) •What are your gender, age-range, education level and/or household income? •What are your hobbies and interests?
  14. 14. Customer Expectations and Needs Questions
  15. 15. Questions to ask Example Business and Consumer Expectation/Needs Questions •What is your biggest challenge in…? •What are your most burning questions about…? •What’s not out there? What product/service would you like someone to create? •What did you like more about our product? •What changes would most improve our product? •What do you like most about competing products currently available from other companies? •What would make you likely to use our products? •If you are not likely to use our product, why not?
  16. 16. Survey Development: Things to keep in mind
  17. 17. Survey Development: Things to keep in mind • Make it easy for people to complete your survey
  18. 18. Survey Development: Things to keep in mind • Make it easy for people to complete your survey • Avoid yes/no questions
  19. 19. Survey Development: Things to keep in mind • Make it easy for people to complete your survey • Avoid yes/not questions • Include open-ended questions
  20. 20. Survey Development: Things to keep in mind • Make it easy for people to complete your survey • Avoid yes/not questions • Include open-ended questions • Ask one question at a time
  21. 21. Survey Options • SurveyMonkey: www.surveymonkey.com • ESurveysPro: www.esurveyspro.com • Survey Gizmo: www.surveygizmo.com • Google Forms: http://www.google.com/forms/about/ • Zoho Survey: www.zoho.com/survey
  22. 22. Join us for the next video: Perception Testing

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