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www.userzoom.com Quality products & services for Online User Experience Research Webinar, August 19th Special guest
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www.userzoom.com
Quality products & services for
Online User Experience Research
Webinar, August 19th
Special guest
www.userzoom.com
Welcome! Here’s an overview of today’s webinar:
1. Brief UserZoom company
presentation
2. About unmoderated remote UX
research
3. About UZ Self-Serve Edition
4. Monster’s case study
5. Q&A + summary
About 30 mins
About 30 mins
www.userzoom.com
In just 2 mins… Our ‘elevator pitch’
1. What is UserZoom and what do we do?• International online market research firm,
specializing in user experience and usability. • Help brands to better understand their online users,
boost website performance & improve business results.
2. How do we do it?• Through a unique web-based software
application (called UZ Self-Serve Edition) that empowers UX researchers & consultants to conduct highly sophisticated online research.
• Offer both a self-service solution and professional services.
3.Bottom line… Why should you work with us?
• You’ll be able to capture & measure the critical and actionable data about your users’ online experience and behavior that you need to manage your business.
www.userzoom.com
Highlighted clients
www.userzoom.com
Our position in the market
What does the market say about web research & analytics?
•Usability testing in the lab is great, but it has its
limitations
•Web analytics tells you a lot about the WHAT, not the
WHY
•Conducting international testing is expensive
•Benchmarking and measuring UX is more important
than ever
•Other…
Overall conclusion: Today’s Web Business Managers seek more sophisticated
and innovative research and analytics products to help them compete
Highlight #1
Highlight #1
www.userzoom.com
Strengths & weaknesses of some research methods
Focus group
Usability labs
Online surveys
Web analytics
Test REAL tasks
Large Samples
Reason WHYBehavioural
DataNatural
Setting
UZ Self-
Serve Edition
www.userzoom.com
What is the value? How does it work?
Automated (or unmoderated) online user experience research*:
1. A researcher predefines a study script
2. No human moderation needed (moderation through software)
3. Hundreds of users participate simultaneously
4. You ask them to perform tasks and answer follow-up questions
5. Participation from geographically spread locations (local & int’l)
and…
6. …in their natural context (using their own PCs)
7. Results: usability metrics, user behavior and web analytics
Very cost-effective and fast research method
Highlight #2
Highlight #2
www.userzoom.com
1. Define your study
Choose the type of study you want to conduct
Write your study script Choose the recruitment
method & audience Pre-test before launch
Invite users to participate (or ask your visitors to do it)
Collect data automatically Monitor the progress real-
time
2. Launch study, collect data & monitor progress
Perform advanced data analysis
Use filtering capabilities Copy & paste results Export automatically into
Word or Excel
3. Analyze results & generate a report
This is basically how it works
www.userzoom.com
Option 1: International panels*
• + 10 million users, spread across 37 countries
• Wide variety of profiles, great segmentation capabilities
• Strict, professional control and panel mgmt.
Option 2: Intercept method
• Ask users who visit the website to participate in a study.
• Insert a javascript in the page
Option 3: Private panels, mailing lists
• Can also work with private databases
What about user recruitment?
* Partners of
Highlight #3
Highlight #3
www.userzoom.com
• Our core: Online (remote) usability tests
(task based)
Versatility of UserZoom (research you can do)
• Test any web-based interface: Website Intranet Prototype Multimedia
Highlight #4
Highlight #4
• But also the tool allows for: Online Card-sorting exercises True Intent studies / online surveys Free / open search studies Abandon analysis Mobile interface tests And more…
www.userzoom.com
Task based studies: Real users attempting real tasks
Websites
Task instructions are shown here to remind users what they need to do…
www.userzoom.com
Let’s see a video clip of a user participating in a study
www.userzoom.com
Results
Quantitative data:
Effectiveness, efficiency & satisfaction ratios, ease of use and other Likert
results are analyzed for statistical significance and correlations
Qualitative data:
Lots of responses to open-ended questions, relative to each task
Behavioral data:
Clickstream data and click-maps: Where did the participants actually go?
Where did they click to get there.
User profile data:
Who are my users? What do they come to our site for? How do they
perceive us?
www.userzoom.com
Quick tour of our tool: UZ Self-Serve Edition
• 100% hosted / on-demand solution
• It includes access to 2 apps: 1. UZ Manager (for project design management)2. UZ Analytics (for data analysis)
Let’s take a quick tour…
www.userzoom.com
Easily create and manage your studies with UZ Manager
Fake data shown
www.userzoom.com
Fake data shown
www.userzoom.com
Highlight #5
Highlight #5
• Many advanced features and capabilities
• Task validation criteria
• Questionnaires tool
• Logic/branching & conditions
• Etc.
• Easy to use!
About our scripting capabilities
www.userzoom.com
Analyze results with UZ Analytics: UX ratios & responses
Fake data shown
www.userzoom.com
Analyze results with UZ Analytics: Survey results
Fake data shown
www.userzoom.com
Analyze results with UZ Analytics: Clickstreams per task
Fake data shown
www.userzoom.com
Analyze results with UZ Analytics: Clickmaps/heatmaps per page
Fake data shown
www.userzoom.com
UZ Analytics reporting & exporting capabilities
Lots of actionable data combination of usability and behavior
Many advanced analysis features and capabilities
Generate automatic reports (.doc, .html future release)
Copy & paste capabilities
Export raw-data
Share results online
Highlight #6
Highlight #6
www.userzoom.com
International user experience study
Denise NangleUX Researcher
www.userzoom.com
Background
Historically, Monster delivered incremental changes to UI
Project REDUX was a redesign of the entire site, offering
new products and a new user experience
We needed an objective method to evaluate the strengths
and weaknesses of this new user experience
Solution? Userzoom remote, international usability study
Kick off for US, UK, France, Germany and Netherlands
studies in January 2009
www.userzoom.com
Objectives
Measure user satisfaction in 5 key markets
Measure task success and efficiency and identify usability
issues as users complete common tasks
Evaluate ease of use and likelihood of using Monster in the
future
Collect data on users’ likes as well as their pain points
Compare results with past remote studies and develop
benchmarks
www.userzoom.com
Methodology
Recruited 250 participants per channel (total = 1250)
Each participant completed 4 tasks; each task was followed
by a series of questions and a final questionnaire
Collected clickstream data to generate heat maps, which
provided additional data on user behavior
www.userzoom.com
How Userzoom is helping Monster build a better user experience
Using large sample sizes across different markets, we identify opportunities for improvement in a very short period
We capture longitudinal metrics to demonstrate improvement over time
We triangulate results with other sources of data (marketing studies, web analytics, heuristic reviews, lab studies) to help product, development and UX teams make informed decisions based on actual data
It showed us that less satisfied users are more specific in describing what they’d like us to offer, and we take advantage of that information when designing other studies
When we bring a holistic approach to our research strategy and share the entire user experience, we are building a better UX team
www.userzoom.com
Thank you, Denise!
Let’s do a quick summary and Q&A session
now…
www.userzoom.com
Summary & highlights
1. Today’s Web Business Managers seek more sophisticated
and innovative research and analytics products to help
them compete
2. Very cost-effective and fast research method
3. Various options for user recruitment
4. Versatility of our tool, research you can do
5. Great scripting capabilities, lots of control for the
researcher…
6. …as well as analytics, reporting & exporting capabilitiesNow on to the questions…
www.userzoom.com
Would you like a demo?Contact us and we’ll offer you a chance to see and try out our technology
Alfonso de la Nuez
Founder & Int’l Business Dev
Virginie Glaenzer
Sales Manager, USA
Xavier Mestres
Founder & CTO / R&D
USA Office 440 N. Wolfe Rd. - Sunnyvale, CA 94085 (USA) · [t] +1 (408) 524 7445
Spain offices Av. Diagonal 419, 3º 2ª - 08008 Barcelona - T. +34 93 414 75 54 - F. +34 93 368 42 95 Gran Vía 62, 7º Izda. - 28013 Madrid - T. +34 91 542 62 52 - F. +34 91 298 08 92
Here’s our contact information
Members of Also in London in Sep 09!
Q&A session
