Improving Your Mobile App Experience with Voice of the Customer Studies

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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


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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


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What is Voice of the Customer (VOC)?


• Process that captures customer’s feedback about their experience

and identifying their wants and needs

• Collect thoughts, expectations, preferences and aversions

Capture

FeedbackAnalyze Take Action Monitor

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Benefits of VOC


• 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?


• 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


• 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


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How Does it Work?


• 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?


1. Invitation message

2. Navigation

3. Exit Alert

4. Exit Survey

Option 1

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How Does it Work?



2. Initial questionnaire

3. Navigation

4. Exit Alert

5. Exit Survey

Option 2

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How Does it Work?



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


• Success

• Attitudes

• Brand perception

• Call to action

• Likelihood to use again

• Likelihood to recommend

• Mobile screen recordings

• ClickstreamsClickstream

Net Promoter

Ease of Use

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Coming Soon:

Task-Based Mobile App Testing

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Questions


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• Thursday, February 5, 2015

• Conducting Remote Task-based Usability Testing

on Your Mobile Website and App

Next Webinar


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Need more info?

Get answers about UserZoom. We are here to help.

Talk with one of our knowledgeable staff.

Contact us

UserZoom1054 South De Anza Blvd, Suite 102

San Jose, CA 95129

Toll free number: (866) 599 1550

www.linkedin.com/company/userzoom@UserZoomFollow us

Improving Your Mobile App Experience with Voice of the Customer Studies

Technology

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