This document discusses how mobile qualitative engagement through SMS can deliver faster and better research results through agile methods like live video sprints, CX sprints, and product testing sprints. It notes that 97% of Americans use texting daily, and engagement rates are higher for SMS than email. A Gallup study recommends using SMS with email for surveys. The document outlines how Digsite uses SMS for notifications, reminders and chat-based questions with their panel. Testing by Digsite found their panel checks texts more frequently than email and responds more quickly to texts. Based on this, the document recommends using qualitative SMS with email for speed and engagement, and considering limitations of chat-based surveys.
[CXL Live 16] When, Why and How to Do Innovative Testing by Marie PolliCXL
Innovative testing is risky. If not addressed carefully it can destroy your optimization strategy by creating loopholes that make it impossible to know what exactly in the change caused the uplift or drop in your conversion rate. At the same time disruptive methods are needed to break out of the ordinary and to take your business to the next level.
The session is a break down and an overview of the worst and the best of innovative testing so that when you take a jump into the unknown you know what to expect.
Our presentation for April Specia Conference about new ways for companies to reach their audience online in the era of digital detox. Tools, analysis, big data, various cases and much more.
The agile framework and ideology are hardly new. Many organizations are successfully using it and reinvent the way they build and deliver software. But agile isn't only for development. In this webinar, Todd Eby explores how you can reinvent the way you approach delivering Success using an agile mindset and framework.
This presentation introduces you to the web and mobile surveying tool Responster and how it works.
Learn how traditional surveying is performed and how Responster re-imagines this to make it easier, more powerful and more rewarding.
Visit www.responster.com to sign up for your free account!
Olav Maassen. Making better decisions with option theory.ScrumTrek
Your project is constantly about make choices and trade-offs. The Agile way of working allows for a faster time-to-market and increased adaptability as you see opportunities in your specific market. With these organizational benefits, the demands on the responsiveness of the organization increases tremendously. Like driving a car, it takes similar skills to drive a regular car versus a race car, however the demands for a race car a much higher; the decisions the driver makes need to be faster and more accurate. In Agile organizations the same goes for the decision making.
This session introduces Real Options and shows how it helps you in running both your projects and your life. Real Options is a decision-making process based on Financial Option Theory and Applied Psychology that can be used to manage risk. It focuses on WHEN to make decisions rather than HOW to make decisions. Timing of decision making is crucial in everything you do, however deferring commitments causes stress to many people. Real options helps you manage that stress by creating bounded uncertainty in an context of total uncertainty.
[CXL Live 16] When, Why and How to Do Innovative Testing by Marie PolliCXL
Innovative testing is risky. If not addressed carefully it can destroy your optimization strategy by creating loopholes that make it impossible to know what exactly in the change caused the uplift or drop in your conversion rate. At the same time disruptive methods are needed to break out of the ordinary and to take your business to the next level.
The session is a break down and an overview of the worst and the best of innovative testing so that when you take a jump into the unknown you know what to expect.
Our presentation for April Specia Conference about new ways for companies to reach their audience online in the era of digital detox. Tools, analysis, big data, various cases and much more.
The agile framework and ideology are hardly new. Many organizations are successfully using it and reinvent the way they build and deliver software. But agile isn't only for development. In this webinar, Todd Eby explores how you can reinvent the way you approach delivering Success using an agile mindset and framework.
This presentation introduces you to the web and mobile surveying tool Responster and how it works.
Learn how traditional surveying is performed and how Responster re-imagines this to make it easier, more powerful and more rewarding.
Visit www.responster.com to sign up for your free account!
Olav Maassen. Making better decisions with option theory.ScrumTrek
Your project is constantly about make choices and trade-offs. The Agile way of working allows for a faster time-to-market and increased adaptability as you see opportunities in your specific market. With these organizational benefits, the demands on the responsiveness of the organization increases tremendously. Like driving a car, it takes similar skills to drive a regular car versus a race car, however the demands for a race car a much higher; the decisions the driver makes need to be faster and more accurate. In Agile organizations the same goes for the decision making.
This session introduces Real Options and shows how it helps you in running both your projects and your life. Real Options is a decision-making process based on Financial Option Theory and Applied Psychology that can be used to manage risk. It focuses on WHEN to make decisions rather than HOW to make decisions. Timing of decision making is crucial in everything you do, however deferring commitments causes stress to many people. Real options helps you manage that stress by creating bounded uncertainty in an context of total uncertainty.
MX: Managing Experience | Day 2 - Designing Delivery: A Unified Approach to D...Adaptive Path
The digital service economy demands the ability to create coherent user experiences while achieving end-to-end agility and efficiency. The ability to deliver them together requires seamless system, process, and organizational design. Companies need a unified approach to design and operations that centers the entire organization around helping customers achieve their goals.
This workshop teaches participants how to connect user-centered design to the entire service delivery lifecycle. It introduces a holistic approach that interconnects marketing, design, development, and operations into a circular design/operations loop. Through talks, discussions, and guided exercises, participants learn how to improve both customer satisfaction and operational effectiveness by:
-designing for service, not just software
-minimizing latency and maximizing feedback throughout the organization
-designing for failure and operating to learn
-using operations as input to design
How to Find the Right Product Role by Amex Sr. Product ManagerProduct School
Product Management has a wide range of responsibilities that can depend on the company industry, size of the company, and the expectations of the management team. In this talk, Dan Robinson, Sr. Product Manager at American Express, went over what clues to look for when you're searching for a new product management role. We also discussed the intricacies of how product management roles can differ at companies of 5, 50, and 50,000 employees.
Dan talked about what questions to ask during a Product Manager interview, what to look for in responses and how to think about a product role in the greater context of your Product Manager career.
‘Always be Optimising’ was a meetup for digital marketers and product people keen on getting more from their existing traffic. The slide deck holds all presentations from the meetup.
A smooth and effortless onboarding process is critical to customer success.
Yet, onboarding is multi-faceted. The first touches on the customer journey can be a mix of product, people, and processes, adding to the complexity of the task.
For that reason, it can be difficult to know what to prioritize, how to improve, and even where to start.
While NPS and CSAT are essential to a solid Voice of the Customer Program, Customer Effort Score (CES) has proven to be the best CX metric to measure onboarding success.
Chuck Liu Design Research Lead KISSmetrics @chuckjliu cliu@kissmetrics.com
Market research helps you make decisions.
3 Essential Mantras of Market Research 1
Goal: Make better decisions, faster.
Get things done in days, not weeks or months.
Market research priorities are different depending on what stage your business is at
There are many FREE resources out there.
Google Trends: Measure market potential and interest AVINASH KAUSHIK HTTP://KISS.LY/LEANAC
Talking to experts: Get the detailed scoop of workflows and processes
1. Hypothesis- driven Have an idea to prove or disprove
2. Short and targeted 5 days, 2 weeks max
3 Ways for Early Stage Businesses to do Lean Market Research 2
1. Survey + Social Distribution Cheap (or free), but requires more work on your part
1. Make a screener or survey 2. Tweet/share it out 3. Analyze
Try the good ole’ “asking for a friend” (except it’s you really asking)
Whether you’re actually asking for a friend or not, this actually works be er, especially if you tag a potential competitor
1. Ask a question on Quora 2. Revitalize an old relevant thread with a new comment 3. Ask people to answer an existing question
2. AdWords Easy setup, variable expenses
You Pay for Clicks, Which Is Pre y Realistic
AdWords Keyword Planner does the work for you in volume and interest
1. Practice your pitch 2. Limited character count = concise messaging 3. Bad ideas = no problem
3. Amazon Mechanical Turk Disclaimer: I haven’t tried yet, but I want to
Mechanical Turk Plan: Simple • Design a test • Distribute a test • Analyze the data
3 Strategies for Existing Businesses/ Enterprises to Getting Faster Research Done 3
1. In-App Surveys Contextual, relevant, and dismissible
Existing workflow and pain points • Nudge your customers with in-app surveys • Open-ended
In-App Survey Pros and Cons Pros • Low cost • Low effort • Can be turned on/off as you please to measure activities over time • Quick responses based on targeting technique Cons • Limits demographic to your existing users • Can potentially annoy your users
2. Experience Sampling Uncover user needs and behaviors
Pros • Highlights behaviors, moods, stress levels • Gives context to these behaviors depending on how it was administered (same time every day, multiple times a day, etc.) • Measures differences over time Cons • Risk of participants dropping off or stopping participation • Incentive needed to lure in • Not good for checking if someone is doing a task repetitively Experience Sampling Pros and Cons
3. Persona Advisory Board
Quick Review: Personas (thanks to Buffer for these images!
Pros • Highly contextual information about day in the life, workflow, and process • Visibility into which tools are used for tasks • Deeper relationship and trust built with customer Cons • High amount of effort on your part • Recruiting can be hit or miss depending on your relationship with customers / th
In the age of rapid digitalisation and business transformation, knowing your customers in-depth and in real time, becomes a key game-changer. Providing a delightful customer experience (CX) is the end-goal that marketers pursue, but the journey can be challenging. This session discusses what it takes to re-design your customer experience and how you can get started.
Sarah Drummond, Julianne Coughlan & Karen Fitzgerald: Ireland's first Service...Service Design Network
Over the past 7 years Snook have worked with public bodies and Governments to develop design capabilities, developing a blended strategy for building capabilities inside institutions. In 2017, Cork County Council launched Ireland's first Service Design Centre, 'Service rePublic', after a journey with Snook to develop design capabilities across the council and improve public services. Speaking at the launch, Mayor of the County of Cork, Cllr Séamus McGrath noted the opportunities available to the people of Cork county to be involved in driving innovation where they live. We will present alongside the team from Cork, this landmark project in Ireland, then reflect on the wider strategy for building capabilities from prior experience. We'll share success and failures with the audience.
How to Run a Data Driven Product Dev Organization by Skedulo CPMProduct School
In this presentation, learn about where to start in the data & analytics journey or, if you’re already on this journey, tips on making it more successful so your good product can become great with data & analytics.
Main takeaways:
-The vast majority of Product Managers don't have the knowledge or direct experience using data to inform development
-Learn how companies evolve from an idea in a garage to data juggernauts
-Understand the data tools available to Product Managers and how to adapt your organization to use them
Ten Powerful Tips To Get More From Your AnalyticsMichele Kiss
Today's marketers are not only expected to be proficient in marketing and communication but, with increasing reliance on data, be fluent in analytics as well. And even with multiple tools designed to simplify the process, many still struggle to prove the success of their efforts. Frustrations range from not knowing where to start to a deluge of data that provides no real insight.
In this presentation, Michele will provide you with 10 tips and actions you can implement immediately to do more with your data—no expensive tools required! Whether you have an analytics team or you have no support at all, we'll show you how to get more from your data and analysts so you can stop struggling and start gaining valuable insight.
Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...Gainsight
If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way.
And above everything, you need to drive results in this complex environment.
Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.
How to Conduct Successful Remote Research with Online Qual and Consumer React...Audrey Perelshtein
Two-part Digsite webinar series with Digsite CEO Monika Wingate and Expert Consultant Amy Elkes.
3/25/20
Part 1: How to Conduct Successful Remote Research with Online Qual
Part 2: Research Study on Consumer Reactions to COVID-19 Control Measures
MX: Managing Experience | Day 2 - Designing Delivery: A Unified Approach to D...Adaptive Path
The digital service economy demands the ability to create coherent user experiences while achieving end-to-end agility and efficiency. The ability to deliver them together requires seamless system, process, and organizational design. Companies need a unified approach to design and operations that centers the entire organization around helping customers achieve their goals.
This workshop teaches participants how to connect user-centered design to the entire service delivery lifecycle. It introduces a holistic approach that interconnects marketing, design, development, and operations into a circular design/operations loop. Through talks, discussions, and guided exercises, participants learn how to improve both customer satisfaction and operational effectiveness by:
-designing for service, not just software
-minimizing latency and maximizing feedback throughout the organization
-designing for failure and operating to learn
-using operations as input to design
How to Find the Right Product Role by Amex Sr. Product ManagerProduct School
Product Management has a wide range of responsibilities that can depend on the company industry, size of the company, and the expectations of the management team. In this talk, Dan Robinson, Sr. Product Manager at American Express, went over what clues to look for when you're searching for a new product management role. We also discussed the intricacies of how product management roles can differ at companies of 5, 50, and 50,000 employees.
Dan talked about what questions to ask during a Product Manager interview, what to look for in responses and how to think about a product role in the greater context of your Product Manager career.
‘Always be Optimising’ was a meetup for digital marketers and product people keen on getting more from their existing traffic. The slide deck holds all presentations from the meetup.
A smooth and effortless onboarding process is critical to customer success.
Yet, onboarding is multi-faceted. The first touches on the customer journey can be a mix of product, people, and processes, adding to the complexity of the task.
For that reason, it can be difficult to know what to prioritize, how to improve, and even where to start.
While NPS and CSAT are essential to a solid Voice of the Customer Program, Customer Effort Score (CES) has proven to be the best CX metric to measure onboarding success.
Chuck Liu Design Research Lead KISSmetrics @chuckjliu cliu@kissmetrics.com
Market research helps you make decisions.
3 Essential Mantras of Market Research 1
Goal: Make better decisions, faster.
Get things done in days, not weeks or months.
Market research priorities are different depending on what stage your business is at
There are many FREE resources out there.
Google Trends: Measure market potential and interest AVINASH KAUSHIK HTTP://KISS.LY/LEANAC
Talking to experts: Get the detailed scoop of workflows and processes
1. Hypothesis- driven Have an idea to prove or disprove
2. Short and targeted 5 days, 2 weeks max
3 Ways for Early Stage Businesses to do Lean Market Research 2
1. Survey + Social Distribution Cheap (or free), but requires more work on your part
1. Make a screener or survey 2. Tweet/share it out 3. Analyze
Try the good ole’ “asking for a friend” (except it’s you really asking)
Whether you’re actually asking for a friend or not, this actually works be er, especially if you tag a potential competitor
1. Ask a question on Quora 2. Revitalize an old relevant thread with a new comment 3. Ask people to answer an existing question
2. AdWords Easy setup, variable expenses
You Pay for Clicks, Which Is Pre y Realistic
AdWords Keyword Planner does the work for you in volume and interest
1. Practice your pitch 2. Limited character count = concise messaging 3. Bad ideas = no problem
3. Amazon Mechanical Turk Disclaimer: I haven’t tried yet, but I want to
Mechanical Turk Plan: Simple • Design a test • Distribute a test • Analyze the data
3 Strategies for Existing Businesses/ Enterprises to Getting Faster Research Done 3
1. In-App Surveys Contextual, relevant, and dismissible
Existing workflow and pain points • Nudge your customers with in-app surveys • Open-ended
In-App Survey Pros and Cons Pros • Low cost • Low effort • Can be turned on/off as you please to measure activities over time • Quick responses based on targeting technique Cons • Limits demographic to your existing users • Can potentially annoy your users
2. Experience Sampling Uncover user needs and behaviors
Pros • Highlights behaviors, moods, stress levels • Gives context to these behaviors depending on how it was administered (same time every day, multiple times a day, etc.) • Measures differences over time Cons • Risk of participants dropping off or stopping participation • Incentive needed to lure in • Not good for checking if someone is doing a task repetitively Experience Sampling Pros and Cons
3. Persona Advisory Board
Quick Review: Personas (thanks to Buffer for these images!
Pros • Highly contextual information about day in the life, workflow, and process • Visibility into which tools are used for tasks • Deeper relationship and trust built with customer Cons • High amount of effort on your part • Recruiting can be hit or miss depending on your relationship with customers / th
In the age of rapid digitalisation and business transformation, knowing your customers in-depth and in real time, becomes a key game-changer. Providing a delightful customer experience (CX) is the end-goal that marketers pursue, but the journey can be challenging. This session discusses what it takes to re-design your customer experience and how you can get started.
Sarah Drummond, Julianne Coughlan & Karen Fitzgerald: Ireland's first Service...Service Design Network
Over the past 7 years Snook have worked with public bodies and Governments to develop design capabilities, developing a blended strategy for building capabilities inside institutions. In 2017, Cork County Council launched Ireland's first Service Design Centre, 'Service rePublic', after a journey with Snook to develop design capabilities across the council and improve public services. Speaking at the launch, Mayor of the County of Cork, Cllr Séamus McGrath noted the opportunities available to the people of Cork county to be involved in driving innovation where they live. We will present alongside the team from Cork, this landmark project in Ireland, then reflect on the wider strategy for building capabilities from prior experience. We'll share success and failures with the audience.
How to Run a Data Driven Product Dev Organization by Skedulo CPMProduct School
In this presentation, learn about where to start in the data & analytics journey or, if you’re already on this journey, tips on making it more successful so your good product can become great with data & analytics.
Main takeaways:
-The vast majority of Product Managers don't have the knowledge or direct experience using data to inform development
-Learn how companies evolve from an idea in a garage to data juggernauts
-Understand the data tools available to Product Managers and how to adapt your organization to use them
Ten Powerful Tips To Get More From Your AnalyticsMichele Kiss
Today's marketers are not only expected to be proficient in marketing and communication but, with increasing reliance on data, be fluent in analytics as well. And even with multiple tools designed to simplify the process, many still struggle to prove the success of their efforts. Frustrations range from not knowing where to start to a deluge of data that provides no real insight.
In this presentation, Michele will provide you with 10 tips and actions you can implement immediately to do more with your data—no expensive tools required! Whether you have an analytics team or you have no support at all, we'll show you how to get more from your data and analysts so you can stop struggling and start gaining valuable insight.
Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...Gainsight
If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way.
And above everything, you need to drive results in this complex environment.
Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.
How to Conduct Successful Remote Research with Online Qual and Consumer React...Audrey Perelshtein
Two-part Digsite webinar series with Digsite CEO Monika Wingate and Expert Consultant Amy Elkes.
3/25/20
Part 1: How to Conduct Successful Remote Research with Online Qual
Part 2: Research Study on Consumer Reactions to COVID-19 Control Measures
This presentation by Morris Kleiner (University of Minnesota), was made during the discussion “Competition and Regulation in Professions and Occupations” held at the Working Party No. 2 on Competition and Regulation on 10 June 2024. More papers and presentations on the topic can be found out at oe.cd/crps.
This presentation was uploaded with the author’s consent.
Acorn Recovery: Restore IT infra within minutesIP ServerOne
Introducing Acorn Recovery as a Service, a simple, fast, and secure managed disaster recovery (DRaaS) by IP ServerOne. A DR solution that helps restore your IT infra within minutes.
Have you ever wondered how search works while visiting an e-commerce site, internal website, or searching through other types of online resources? Look no further than this informative session on the ways that taxonomies help end-users navigate the internet! Hear from taxonomists and other information professionals who have first-hand experience creating and working with taxonomies that aid in navigation, search, and discovery across a range of disciplines.
0x01 - Newton's Third Law: Static vs. Dynamic AbusersOWASP Beja
f you offer a service on the web, odds are that someone will abuse it. Be it an API, a SaaS, a PaaS, or even a static website, someone somewhere will try to figure out a way to use it to their own needs. In this talk we'll compare measures that are effective against static attackers and how to battle a dynamic attacker who adapts to your counter-measures.
About the Speaker
===============
Diogo Sousa, Engineering Manager @ Canonical
An opinionated individual with an interest in cryptography and its intersection with secure software development.
Sharpen existing tools or get a new toolbox? Contemporary cluster initiatives...Orkestra
UIIN Conference, Madrid, 27-29 May 2024
James Wilson, Orkestra and Deusto Business School
Emily Wise, Lund University
Madeline Smith, The Glasgow School of Art
2. About Digsite
Results in as Little as 24 Hours:
✓ Live Video Sprints
✓ CX and UX Sprints
✓ Product Optimization Sprints
✓ And more…
Smarter, Faster Qualitative Research
5. Organizations have shifted to Agile Research
Quality
Engagement
Quantity of
Responses
Experiments/
Experiences
Asking Attitudes
and Beliefs
Focus on
“Why’s”
Measuring the
What
Learning &
Iteration
Static Testing
Flexible
Collaboration
Go-No Go
Decisions
LESS
MORE
8. The No Brainer for More
and Faster Engagement
• 97% of Americans use
texting at least once per day
https://www.eztexting.com/sms-marketing-statistics
12. Gallop Study Recommended SMS
with Email for Survey Research
Gallup does not recommend conducting stand-alonetext messagesurveys in the U.S. for obtaining representativeestimates. However, text message
surveys havepromiseas partof a mixed-modedesign and can significantly improveresponserates when used in combination with email communication.
https://news.gallup.com/opinion/methodology/221159/using-text-messaging-reach-survey-respondents.aspx
15. Nearly Half of Gen Z and Millennial Consumers
Prefer Text Message Notifications over Email Alone
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
18-24 25-34 35-44 45-54 55-64 65-74 75+
Both
Text
Email
n=3,636
16. Based on These Results
We Rolled out SMS to
Our Digsite Community
Texting is an opt-in service,
so those who sign up
actually want to receive
text messages.
18. Then We Conducted a
Test among Our Panel
• Allow them to experience text messaging
functionality
• Measure their engagement
• Provide feedback on their experiences
• Understand their communication preferences
overall
19. Frequency of Checking Messages
0
5
10
15
20
25
Every few
minutes
Every 15-30
minutes
Every hour Every couple
of hours
Less often
than every
couple of
hours
How often do you check text
messages each day?
0
5
10
15
20
25
Every few
minutes
Every 15-30
minutes
Every hour Every couple
of hours
Less often
than every
couple of
hours
How often do you check your
email each day?
n=61
21. I get too much junk
email. Sometimes I
miss important info.
I check
texts more
diligently.
Texts give me that
"kick in the pants"
I sometimes need
to remind me to
get something
done.
I have faster
and more
immediate
access to text
messages.
Text messages are
quicker to view and
easier to respond to.
I can see texts more
immediately and I
can take my time to
answer them.
22. What did you think of Digsite's text notifications?
n=34
23. Recommendations
Use qualitative
approaches with text-
based reminders to
increase speed and
engagement.
1
Text message
approaches should
be used in tandem
with email.
2
Consider limitations
with chat-based
surveys – length and
participation rates.
3
