On 12th Jult 2018 PRWD officially launched their new User Research lab and training facility at 22 Lever Street, Manchester. Over 50 people spanning various sectors, in mid to senior level roles, attended the invite only event, which included this presentation from PRWD Founder Paul Rouke, and AutoTrader Head of UX Research James Barley. The theme of the event was The Power of UX Research, a theme which as Paul described in this talk, is absolutely timeless

1. Welcome to
The Power of UX Research
#powerofUXresearch

2. Is 1-1 User Research Valuable?
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1-1 user research is THE most
undervalued & underutilised activity
in the whole marketing industry
#powerofUXresearch

3. 18 YEARS AGO
3#powerofUXresearch

4. In 2000, I Learnt The Power of User Research
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1. Watching & listening to visitors is fascinating
2. People expect different things to what I thought
3. I need to take my blinkers off
4. I am not my customers
5. I need to be more humble
#powerofUXresearch

5. TALKING THE TALK,
NOT WALKING THE WALK
5#powerofUXresearch

6. Perception versus Reality
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“80% of companies believe they
deliver a superior customer
experience, but only 8% of their
customers agree”.
http://www.bain.com/publications/articles/closing-the-delivery-gap-newsletter.aspx

7. 90% of Businesses…
7
1. Say they are customer centric, but simply aren’t
2. Don’t speak to and listen to their customers 1-1
3. Focus almost all of their attention on acquisition
4. Are product—led, not customer-led
5. Have never invested in 1-1 user research
#powerofUXresearch

8. What Does A Customer Led Business Look Like?
8#powerofUXresearch

9. Your One Most Important Learning
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We've had 3 big ideas at Amazon that
we've stuck with for 18 years, and
they're the reason we are successful:
1) Put the customer first
2) Invent
3) Be patient

10. GIVING EMPLOYEES A
CHANCE TO SHARE
THEIR IDEAS
10#powerofUXresearch

11. What Does A Customer Led Business Look Like?
11#powerofUXresearch

12. FROM USABILITY
INSIGHTS TO
BUSINESS CHANGES
12#powerofUXresearch

13. The Business Impact from User Research
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We have had a
significant change in
the mindset since the
user research 2 years
ago. We are far more
customer-centric as a
business now.”
This all makes me want
to rip up our whole
branding and rethink
it from scratch.”
Guy Flowers
Kumon’s Brand Leader for Europe & Africa
Jim Butler
Global Web Sales Manager at Games Workshop

14. 18 YEARS FROM NOW
14#powerofUXresearch

15. In 2036, User Research Will Still Be Timeless
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1. We should continue watching & listening to visitors
2. We should keep listening to others
3. We need to keep our blinkers off
4. We are not our customers
5. We need to be open to new ideas and viewpoints
#powerofUXresearch

16. Enjoy More Of
The Power of UX Research
YOUR FEEDBACK PLEASE!!
http://bit.ly/powerofUXresearch
#powerofUXresearch