Creating a UX Lab

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Lorna Kenwright

Creating an in-house UX Lab. Shop Direct

Design

Creating an in-house UX Lab @LornaKen #NEDev

Creating an in-house UX Lab @LornaKen #NEDev
Integration and
consolidation
Catalogue to
etail capabilities
Vision for world
class digital
Dec ‘13
84%
TRANSFORM A
CATALOGUE BUSINESS
INTO A WORLD CLASS
DIGITAL RETAINER

A User Experience lab is…
A place for Usability testing
It’s a home for the customer
Facilitating user-research
Inspiring world-class design
@LornaKen #NEDev

Why build an in house UX Lab?
@LornaKen #NEDev

The evolution of UX in Shop Direct
2009
No user testing
2010 – 2011
Subcontracted
validation lab study
1-3 times per year
2011 - 2012
Internal user testing
1 per month
No proper facility
2013
Hire facility to
conduct testing
1 per month
2014 - present
State of the art UX Lab at
the core of the business
1 Lab study every
other week
@LornaKen #NEDev

Creating an in-house UX Lab
Copyright & Confidential
@LornaKen

Improved mobile header
A B
@LornaKen #NEDev
Successful lab studies

Error messaging
@LornaKen #NEDev
Successful lab studies

Persuasive messaging
@LornaKen #NEDev
Successful lab studies

Spaces in phone number
@LornaKen #NEDev
Successful lab studies

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Creating a UX Lab

1. Lorna Kenwright Senior User Experience Designer Creating an in-house UX Lab @LornaKen

2. Creating an in-house UX Lab @LornaKen #NEDev

3. Creating an in-house UX Lab @LornaKen #NEDev Integration and consolidation Catalogue to etail capabilities Vision for world class digital Dec ‘13 84% TRANSFORM A CATALOGUE BUSINESS INTO A WORLD CLASS DIGITAL RETAINER

4. A User Experience lab is… A place for Usability testing It’s a home for the customer Facilitating user-research Inspiring world-class design @LornaKen #NEDev

5. Why build an in house UX Lab? @LornaKen #NEDev

6. The evolution of UX in Shop Direct 2009 No user testing 2010 – 2011 Subcontracted validation lab study 1-3 times per year 2011 - 2012 Internal user testing 1 per month No proper facility 2013 Hire facility to conduct testing 1 per month 2014 - present State of the art UX Lab at the core of the business 1 Lab study every other week @LornaKen #NEDev

7. @LornaKen #NEDev

8. Creating an in-house UX Lab Copyright & Confidential @LornaKen

10.

11.

12. PR & Visits @LornaKen #NEDev

13. Improved mobile header A B @LornaKen #NEDev Successful lab studies

14. Error messaging @LornaKen #NEDev Successful lab studies

15. Persuasive messaging @LornaKen #NEDev Successful lab studies

16. Spaces in phone number @LornaKen #NEDev Successful lab studies

17. 1st Birthday

18. Thank you Questions? @lornaken