Webinar:

Remote Usability Testing & the UCD Process

Oct 7th, 2010

Overview

Introductions (10 min)

Why do research in the first place? (5 min)

The various types of user research – what is each good for? (10 min)

About Unmoderated Remote User Research (25 min)

Questions and Comments (10 min)

Introductions

Alfonso de la Nuez

Founder & Co-CEO

at UserZoom

George Papazian

Founder at

Naviscent

Douglas van Duyne

Founder at

Naviscent

About UserZoom

Leading online (remote) user experience research software company

9 years experience in UX research & consulting

Offices in Sunnyvale (CA), London (UK) and Barcelona (Spain)

Created because traditional UX research methods are great but not enough – go beyond the Lab

Our Solution: UZ Self-Serve Edition

100% on-demand, web-based software solution specializing in Online UX Research

UserZoom Products & Methodologies

Why should you care?

Large scale testing – high sample size

Statistical significance

Quick, actionable results

Geographic coverage & International testing

Cost-effective & time-saving methodology

Consolidated solution for all UX research

Short learning curve

What makes us very proud…

About Naviscent

• Mission-Critical Web, App, and Mobile Research & Design

• HQ: Silicon Valley• Focus on Global 2000

Clients, including:

Naviscent’s Publications & Awards

“As I read The Design of Sites, [I see] the insight from years ofprofessional advice has been put to paper.”

JOHN CILIOMarketing manager, IBM System x & z Storage Synergy

“Design bible”Reviewer“4.5 Stars”

Amazon Reviewers

Publications

Awards Our People Have Won

Naviscent’s Services

Naviscent’s Experience Revolution

Why do research in the first place?

Why not put the design up for a vote?

Why do research in the first place?

Why not make the best first guess and go with it?

Why do research in the first place?

Do you feel lucky?

Three Key Points

Senior management operates by numbers not opinions

Regular benchmarking measures your position

Capturing the whole experience requires special tools

What type of research?

The right tools… for each question

The right tools… for each goal

Qualitative: Lab vs. Remote

Facial expressions

Hand movement

Body language

Geographic representation

Natural environment

Schedule flexibility

Qualitative vs. Quantitative

Ad hoc questions

First-hand observations

Formative

Statistical sample

Combine market & usability research

Summative

Quantitative Unmoderated Methodology

• Hundreds of users agree to participate in a study

• In their natural context

• From geographically spread locations

• Users try to complete tasks (or goals) + answer questions

• No human moderation needed

• Browser bar connects users with secure servers

Quantitative Unmoderated Benefits

Usability and User Experience questions:

When trying to complete a task, how many are successful? If not, why do they abandon?

How many find the site’s information and navigation clearly organized?

Where do users go and where do they click when when trying to complete a task?

How many users have a satisfactory online experience?

Would they recommend your site to colleagues or friends?

What do they suggest for you to improve your site?

Quantitative Unmoderated Benefits

Large scale testing – high sample size

Statistical significance

Combination of usability + web analytics data

Geographic coverage & International testing

Cost-effective & Time-saving methodology

Short learning curve

Consolidated solution for all quantitative market and usability research

Quantitative Unmoderated Limitations

No facial expressions

No ad hoc questions

90% of usability studies, this is not an issue

Benchmark Research

Continuous feedback

Compare and contrast with past performance

Measure against competitors

What makes a website the best?

Benchmarking Goals

Voice of the Customer

Measure customer-centered design factors

Measure net promoter score

Encourage comments and suggestions

Task test key areas

Continuously gather customer feedback

Periodically analyze experience “temperature”

Intercept customers as they visit

Measure against corporate goals

Intercept Research

Who’s visiting your site?

What are they wanting to do?

Where do they go? What do they find?

When they leave, do they leave satisfied or not?

Types of Research

Persona Development

Exploratory

Benchmarking

Competitive Comparison

Competitive Comparison

Compare company to competitor

Run industry comparison

Analyze periodically

Types of Insights

Where your site is doing well

Where your site is doing poorly

Compare features

Distill into score

Identify areas of industry excellence

Card Sort

How do your customers organize your content?

What do your customers call your content categories?

Types of insights

Three Key Points

Senior management operates by numbers not opinions

Regular benchmarking measures your position

Capturing the whole experience requires special tools

Q&A

UserZoom (USA)

440 N. Wolfe Rd. Sunnyvale,CA 94085 Phone: +1 (408) 524 7445 Contact: Alfonso de la Nuezalfonso@userzoom.com

Naviscent LLC

85 Bayview DriveSan Carlos, CA 94040 USAPhone: +1 (650) 631-0500Contact: George Papaziangeorge@naviscent.com

Thanks so much for your time!

Check out our upcoming events at www.userzoom.com & www.naviscent.com