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Remote usability testing & the UCD Process webinar

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Learn how, when, & why to use Unmoderated Remote User Testing within the different stages of the User-Centered Design Process

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Remote usability testing & the UCD Process webinar

  1. 1. Webinar: <br />Remote Usability Testing & the UCD Process<br />Oct 7th, 2010<br />
  2. 2. Overview<br /><ul><li>Introductions (10 min)
  3. 3. Why do research in the first place? (5 min)
  4. 4. The various types of user research – what is each good for? (10 min)
  5. 5. About Unmoderated Remote User Research (25 min)
  6. 6. Questions and Comments (10 min)</li></li></ul><li>Introductions <br />Alfonso de la Nuez<br />Founder & Co-CEO<br />at UserZoom<br />George Papazian<br />Founder at<br />Naviscent<br />Douglas van Duyne<br />Founder at<br />Naviscent<br />
  7. 7. About UserZoom<br />Leading online (remote) user experience research software company<br />9 years experience in UX research & consulting<br />Offices in Sunnyvale (CA), London (UK) and Barcelona (Spain)<br />Created because traditional UX research methods are great but not enough – go beyond the Lab<br />
  8. 8. Our Solution: UZ Self-Serve Edition<br /><ul><li>100% on-demand, web-based software solution specializing in Online UX Research</li></li></ul><li>UserZoom Products & Methodologies<br />
  9. 9. Why should you care? <br /><ul><li>Large scale testing – high sample size
  10. 10. Statistical significance
  11. 11. Quick, actionable results
  12. 12. Geographic coverage & International testing
  13. 13. Cost-effective & time-saving methodology
  14. 14. Consolidated solution for all UX research
  15. 15. Short learning curve</li></li></ul><li>What makes us very proud…<br />
  16. 16. About Naviscent<br /><ul><li>Mission-Critical Web, App, and Mobile Research & Design
  17. 17. HQ: Silicon Valley
  18. 18. Focus on Global 2000 Clients, including:</li></li></ul><li>Naviscent’s Publications & Awards<br />Publications<br />“Design bible”<br />Reviewer<br />“4.5 Stars” <br />Amazon Reviewers<br />“As I read The Design of Sites, [I see] the insight from years of<br />professional advice has been put to paper.”<br />JOHN CILIO<br />Marketing manager, IBM System x & z Storage Synergy<br />Awards Our People Have Won<br />
  19. 19. Naviscent’s Services<br />
  20. 20. Naviscent’s Experience Revolution<br />
  21. 21. Why do research in the first place?<br /><ul><li>Why not put the design up for a vote?</li></li></ul><li>Why do research in the first place?<br /><ul><li>Why not make the best first guess and go with it?</li></li></ul><li>Why do research in the first place?<br /><ul><li>Do you feel lucky?</li></li></ul><li>Three Key Points<br /><ul><li>Senior management operates by numbers not opinions
  22. 22. Regular benchmarking measures your position
  23. 23. Capturing the whole experience requires special tools</li></li></ul><li>What type of research?<br />
  24. 24. The right tools… for each question<br />
  25. 25. The right tools… for each goal<br />
  26. 26. Qualitative: Lab vs. Remote<br /><ul><li>Facial expressions
  27. 27. Hand movement
  28. 28. Body language
  29. 29. Geographic representation
  30. 30. Natural environment
  31. 31. Schedule flexibility</li></li></ul><li>Qualitative vs. Quantitative<br /><ul><li>Ad hoc questions
  32. 32. First-hand observations
  33. 33. Formative
  34. 34. Statistical sample
  35. 35. Combine market & usability research
  36. 36. Summative</li></li></ul><li>Quantitative Unmoderated Methodology<br /><ul><li>Hundreds of users agree to participate in a study
  37. 37. In their natural context
  38. 38. From geographically spread locations
  39. 39. Users try to complete tasks(or goals) + answer questions
  40. 40. No human moderation needed
  41. 41. Browser bar connects users with secure servers</li></li></ul><li>Quantitative Unmoderated Benefits<br />Usability and User Experience questions:<br /><ul><li>When trying to complete a task, how many are successful? If not, why do they abandon?
  42. 42. How many find the site’s information and navigation clearly organized?
  43. 43. Where do users go and where do they click when when trying to complete a task?
  44. 44. How many users have a satisfactory online experience?
  45. 45. Would they recommend your site to colleagues or friends?
  46. 46. What do they suggest for you to improve your site?</li></li></ul><li>Quantitative Unmoderated Benefits<br /><ul><li>Large scale testing – high sample size
  47. 47. Statistical significance
  48. 48. Combination of usability + web analytics data
  49. 49. Geographic coverage & International testing
  50. 50. Cost-effective & Time-saving methodology
  51. 51. Short learning curve
  52. 52. Consolidated solution for all quantitative market and usability research</li></li></ul><li>Quantitative Unmoderated Limitations<br /><ul><li>No facial expressions
  53. 53. No ad hoc questions
  54. 54. 90% of usability studies, this is not an issue</li></li></ul><li>Benchmark Research<br />Benchmarking Goals<br /><ul><li>Continuous feedback
  55. 55. Compare and contrast with past performance
  56. 56. Measure against competitors
  57. 57. What makes a website the best?</li></li></ul><li>Voice of the Customer<br /><ul><li>Measure customer-centered design factors
  58. 58. Measure net promoter score
  59. 59. Encourage comments and suggestions
  60. 60. Task test key areas
  61. 61. Continuously gather customer feedback
  62. 62. Periodically analyze experience “temperature”
  63. 63. Intercept customers as they visit
  64. 64. Measure against corporate goals</li></li></ul><li>Intercept Research<br /><ul><li>Who’s visiting your site?
  65. 65. What are they wanting to do?
  66. 66. Where do they go? What do they find?
  67. 67. When they leave, do they leave satisfied or not?</li></ul>Types of Research<br /><ul><li>Persona Development
  68. 68. Exploratory
  69. 69. Benchmarking
  70. 70. Competitive Comparison</li></li></ul><li>Competitive Comparison<br />Types of Insights <br /><ul><li>Where your site is doing well
  71. 71. Where your site is doing poorly
  72. 72. Compare features
  73. 73. Distill into score
  74. 74. Identify areas of industry excellence
  75. 75. Compare company to competitor
  76. 76. Run industry comparison
  77. 77. Analyze periodically</li></li></ul><li>Card Sort<br /><ul><li>How do your customers organize your content?
  78. 78. What do your customers call your content categories?</li></ul>Types of insights <br />
  79. 79. Three Key Points<br /><ul><li>Senior management operates by numbers not opinions
  80. 80. Regular benchmarking measures your position
  81. 81. Capturing the whole experience requires special tools</li></li></ul><li>Q&A<br />
  82. 82. Thanks so much for your time!<br />Check out our upcoming events at www.userzoom.com & www.naviscent.com<br />UserZoom (USA)<br />440 N. Wolfe Rd. Sunnyvale,<br />CA 94085 <br />Phone: +1 (408) 524 7445 <br />Contact: Alfonso de la Nuez<br />alfonso@userzoom.com<br />Naviscent LLC<br />85 Bayview Drive<br />San Carlos, CA 94040 USA<br />Phone: +1 (650) 631-0500<br />Contact: George Papazian<br />george@naviscent.com<br />

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