With more than 80% of downloaded apps used only once (Digital Trends, 2013), it’s more important than ever to provide a flawless user experience to users on their first visit. Knowing whether your app meets users’ needs and what problems they encounter will help improve the overall satisfaction. Watch this webinar on-demand with Ann Rochanayon, Director of UX/CX Research at UserZoom, to learn how Voice of the Customer studies can take your mobile app experience from good to great. In this 30-min webinar on-demand, you will learn: 1. What Voice of the Customer is 2. How Voice of the Customer for mobile apps works 3. How to create a Voice of the Customer study in UserZoom

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Improving Your Mobile App Experience with
Voice of the Customer Studies
RemoteUX Training Webinar Series:

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The #1 Platform for Agile Usability Testing &
User Experience Analytics
Our all-in-one enterprise solution make research & testing
cost-effective, agile and easy

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• Chat box is available if you have any questions
• There will be time for Q&A at the end
• We will be recording the webinar for future viewing
• All attendees will receive a copy of the slides/recording
Quick Housekeeping
Continue the discussion using #LearnRemoteUX
Improving Your Mobile App Experience with Voice of the Customer Studies

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Ann Rochanayon
Sr. Director UX/CX Research
UserZoom
Speaker
Meet Your Speaker
Improving Your Mobile App Experience with Voice of the Customer Studies

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Agenda
Continue the discussion using #LearnRemoteUX
• What is Voice of the Customer (VOC)?
• How does VOC Work?
• Demonstration of Mobile App VOC experience
• How to create a Mobile App VOC study in UserZoom
• Questions
Improving Your Mobile App Experience with Voice of the Customer Studies

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What is Voice of the Customer (VOC)?
Improving Your Mobile App Experience with Voice of the Customer Studies
• Process that captures customer’s feedback about their experience
and identifying their wants and needs
• Collect thoughts, expectations, preferences and aversions
Capture
Feedback
Analyze Take Action Monitor

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Benefits of VOC
Improving Your Mobile App Experience with Voice of the Customer Studies
• Understand customer expectations, needs, and pain points
• Engage current customers and form a connection
• Retain customers you already have
• Acquire new customers
• Improve products and services
• Research new features and concepts to
drive innovation
• Prioritize issues and features

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How does VOC work?
Improving Your Mobile App Experience with Voice of the Customer Studies
• Many ways to capture the Voice of the Customer – e.g., focus
groups, in person interviews, surveys, phone interviews
• Capture customers’ voice while shopping, after point of sale,
leaving a website, or from a mobile app

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UserZoom VOC for Mobile Apps
Improving Your Mobile App Experience with Voice of the Customer Studies
• Gather customer feedback from native apps
• Unmoderated, remote, in the wild testing
• Understand how a customer is interacting with a mobile app with
clickstreams and video screen recordings
• Compatible with Apple and Android devices

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Mobile App VOC Experience
Improving Your Mobile App Experience with Voice of the Customer Studies

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How Does it Work?
Improving Your Mobile App Experience with Voice of the Customer Studies
• Place the UserZoom library into the code
• Determine where the study invitation will appear
• Control the frequency of the study invitation
• Ask questions before or after customers interact with the app or both

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How Does it Work?
Improving Your Mobile App Experience with Voice of the Customer Studies
1. Invitation message
2. Navigation
3. Exit Alert
4. Exit Survey
Option 1

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How Does it Work?
Improving Your Mobile App Experience with Voice of the Customer Studies
1. Invitation message
2. Initial questionnaire
3. Navigation
4. Exit Alert
5. Exit Survey
Option 2

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How Does it Work?
Improving Your Mobile App Experience with Voice of the Customer Studies
1. Invitation message
2. Initial questionnaire
3. Navigation
Option 3

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Setting up a Mobile App VOC Study
in UserZoom

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Type of Information Gathered
Improving Your Mobile App Experience with Voice of the Customer Studies
• Success
• Attitudes
• Brand perception
• Call to action
• Likelihood to use again
• Likelihood to recommend
• Mobile screen recordings
• Clickstreams
Clickstream
Net Promoter
Ease of Use

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Coming Soon:
Task-Based Mobile App Testing

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Questions
Improving Your Mobile App Experience with Voice of the Customer Studies

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• Thursday, February 5, 2015
• Conducting Remote Task-based Usability Testing
on Your Mobile Website and App
Next Webinar
Improving Your Mobile App Experience with Voice of the Customer Studies

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Need more info?
Get answers about UserZoom. We are here to help.
Talk with one of our knowledgeable staff.
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UserZoom
1054 South De Anza Blvd, Suite 102
San Jose, CA 95129
Toll free number: (866) 599 1550
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