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Quality products & services for Online User Experience Research Webinar, August 19th Special guest

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Welcome! Here’s an overview of today’s webinar: <ul><li>Brief UserZoom company presentation </li></ul><ul><li>About unmoderated remote UX research </li></ul><ul><li>About UZ Self-Serve Edition </li></ul><ul><li>Monster’s case study </li></ul><ul><li>Q&A + summary </li></ul>About 30 mins About 30 mins

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In just 2 mins … Our ‘elevator pitch’ <ul><li>What is UserZoom and what do we do? </li></ul><ul><ul><li>International online market research firm, specializing in user experience and usability. </li></ul></ul><ul><ul><li>Help brands to better understand their online users, boost website performance & improve business results. </li></ul></ul><ul><li>How do we do it? </li></ul><ul><ul><li>Through a unique web-based software application (called UZ Self-Serve Edition) that empowers UX researchers & consultants to conduct highly sophisticated online research. </li></ul></ul><ul><ul><li>Offer both a self-service solution and professional services. </li></ul></ul><ul><li>Bottom line… Why should you work with us? </li></ul><ul><ul><li>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. </li></ul></ul>

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Highlighted clients

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Our position in the market <ul><li>What does the market say about web research & analytics? </li></ul><ul><ul><li>Usability testing in the lab is great, but it has its limitations </li></ul></ul><ul><ul><li>Web analytics tells you a lot about the WHAT, not the WHY </li></ul></ul><ul><ul><li>Conducting international testing is expensive </li></ul></ul><ul><ul><li>Benchmarking and measuring UX is more important than ever </li></ul></ul><ul><ul><li>Other… </li></ul></ul>Overall conclusion: Today’s Web Business Managers seek more sophisticated and innovative research and analytics products to help them compete Highlight #1

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Strengths & weaknesses of some research methods Focus group Usability labs Online surveys Web analytics Test REAL tasks Large Samples Reason WHY Behavioural Data Natural Setting                     UZ Self-Serve Edition     

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What is the value? How does it work? <ul><li>Automated (or unmoderated) online user experience research*: </li></ul><ul><ul><li>A researcher predefines a study script </li></ul></ul><ul><ul><li>No human moderation needed (moderation through software) </li></ul></ul><ul><ul><li>Hundreds of users participate simultaneously </li></ul></ul><ul><ul><li>You ask them to perform tasks and answer follow-up questions </li></ul></ul><ul><ul><li>Participation from geographically spread locations (local & int’l) and… </li></ul></ul><ul><ul><li>… in their natural context (using their own PCs) </li></ul></ul><ul><ul><li>Results : usability metrics, user behavior and web analytics </li></ul></ul>Very cost-effective and fast research method Highlight #2

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This is basically how it works 1. Define your study <ul><li>Choose the type of study you want to conduct </li></ul><ul><li>Write your study script </li></ul><ul><li>Choose the recruitment method & audience </li></ul><ul><li>Pre-test before launch </li></ul><ul><li>Invite users to participate (or ask your visitors to do it) </li></ul><ul><li>Collect data automatically </li></ul><ul><li>Monitor the progress real-time </li></ul>2. Launch study, collect data & monitor progress <ul><li>Perform advanced data analysis </li></ul><ul><li>Use filtering capabilities </li></ul><ul><li>Copy & paste results </li></ul><ul><li>Export automatically into Word or Excel </li></ul>3. Analyze results & generate a report

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<ul><li>Option 1: International panels* </li></ul><ul><li>+ 10 million users, spread across 37 countries </li></ul><ul><li>Wide variety of profiles, great segmentation capabilities </li></ul><ul><li>Strict, professional control and panel mgmt. </li></ul><ul><li>Option 2: Intercept method </li></ul><ul><li>Ask users who visit the website to participate in a study. </li></ul><ul><li>Insert a javascript in the page </li></ul><ul><li>Option 3: Private panels, mailing lists </li></ul><ul><li>Can also work with private databases </li></ul>What about user recruitment? Highlight #3 * Partners of

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<ul><li>Our core: Online (remote) usability tests (task based) </li></ul>Versatility of UserZoom (research you can do) <ul><li>Test any web-based interface: </li></ul><ul><ul><li>Website </li></ul></ul><ul><ul><li>Intranet </li></ul></ul><ul><ul><li>Prototype </li></ul></ul><ul><ul><li>Multimedia </li></ul></ul>Highlight #4 <ul><li>But also the tool allows for: </li></ul><ul><ul><li>Online Card-sorting exercises </li></ul></ul><ul><ul><li>True Intent studies / online surveys </li></ul></ul><ul><ul><li>Free / open search studies </li></ul></ul><ul><ul><li>Abandon analysis </li></ul></ul><ul><ul><li>Mobile interface tests </li></ul></ul><ul><ul><li>And more… </li></ul></ul>

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Task based studies: Real users attempting real tasks Websites Task instructions are shown here to remind users what they need to do …

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Let’s see a video clip of a user participating in a study

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Results <ul><li>Quantitative data: </li></ul><ul><ul><li>Effectiveness, efficiency & satisfaction ratios, ease of use and other Likert results are analyzed for statistical significance and correlations </li></ul></ul><ul><li>Qualitative data: </li></ul><ul><ul><li>Lots of responses to open-ended questions, relative to each task </li></ul></ul><ul><li>Behavioral data: </li></ul><ul><ul><li>Clickstream data and click-maps: Where did the participants actually go? Where did they click to get there. </li></ul></ul><ul><li>User profile data: </li></ul><ul><ul><li>Who are my users? What do they come to our site for? How do they perceive us? </li></ul></ul>

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Quick tour of our tool: UZ Self-Serve Edition <ul><li>100% hosted / on-demand solution </li></ul><ul><li>It includes access to 2 apps: </li></ul><ul><ul><li>UZ Manager (for project design management) </li></ul></ul><ul><ul><li>UZ Analytics (for data analysis) </li></ul></ul>Let’s take a quick tour…

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Easily create and manage your studies with UZ Manager Fake data shown

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Fake data shown

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Highlight #5 <ul><li>Many advanced features and capabilities </li></ul><ul><ul><li>Task validation criteria </li></ul></ul><ul><ul><li>Questionnaires tool </li></ul></ul><ul><ul><li>Logic/branching & conditions </li></ul></ul><ul><ul><li>Etc. </li></ul></ul><ul><li>Easy to use! </li></ul>About our scripting capabilities

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Analyze results with UZ Analytics: UX ratios & responses Fake data shown

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Analyze results with UZ Analytics: Survey results Fake data shown

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Analyze results with UZ Analytics: Clickstreams per task Fake data shown

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Analyze results with UZ Analytics: Clickmaps/heatmaps per page Fake data shown

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UZ Analytics reporting & exporting capabilities <ul><li>Lots of actionable data  combination of usability and behavior </li></ul><ul><li>Many advanced analysis features and capabilities </li></ul><ul><li>Generate automatic reports (.doc, .html future release) </li></ul><ul><li>Copy & paste capabilities </li></ul><ul><li>Export raw-data </li></ul><ul><li>Share results online </li></ul>Highlight #6

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International user experience study Denise Nangle UX Researcher

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Background <ul><li>Historically, Monster delivered incremental changes to UI </li></ul><ul><li>Project REDUX was a redesign of the entire site, offering new products and a new user experience </li></ul><ul><li>We needed an objective method to evaluate the strengths and weaknesses of this new user experience </li></ul><ul><li>Solution? Userzoom remote, international usability study </li></ul><ul><li>Kick off for US, UK, France, Germany and Netherlands studies in January 2009 </li></ul>

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Objectives <ul><li>Measure user satisfaction in 5 key markets </li></ul><ul><li>Measure task success and efficiency and identify usability issues as users complete common tasks </li></ul><ul><li>Evaluate ease of use and likelihood of using Monster in the future </li></ul><ul><li>Collect data on users’ likes as well as their pain points </li></ul><ul><li>Compare results with past remote studies and develop benchmarks </li></ul>

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Methodology <ul><li>Recruited 250 participants per channel (total = 1250) </li></ul><ul><li>Each participant completed 4 tasks; each task was followed by a series of questions and a final questionnaire </li></ul><ul><li>Collected clickstream data to generate heat maps, which provided additional data on user behavior </li></ul>

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How Userzoom is helping Monster build a better user experience <ul><li>Using large sample sizes across different markets, we identify opportunities for improvement in a very short period </li></ul><ul><li>We capture longitudinal metrics to demonstrate improvement over time </li></ul><ul><li>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 </li></ul><ul><li>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 </li></ul><ul><li>When we bring a holistic approach to our research strategy and share the entire user experience, we are building a better UX team </li></ul>

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Thank you, Denise! Let’s do a quick summary and Q&A session now…

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Summary & highlights <ul><li>Today’s Web Business Managers seek more sophisticated and innovative research and analytics products to help them compete </li></ul><ul><li>Very cost-effective and fast research method </li></ul><ul><li>Various options for user recruitment </li></ul><ul><li>Versatility of our tool, research you can do </li></ul><ul><li>Great scripting capabilities, lots of control for the researcher… </li></ul><ul><li>… as well as analytics, reporting & exporting capabilities </li></ul>Now on to the questions…

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Would you like a demo? <ul><li>Contact us and we’ll offer you a chance to see and try out our technology </li></ul>Alfonso de la Nuez Founder & Int’l Business Dev [email_address] Virginie Glaenzer Sales Manager, USA [email_address] Xavier Mestres Founder & CTO / R&D [email_address] <ul><li>USA Office </li></ul><ul><li>440 N. Wolfe Rd. - Sunnyvale, CA 94085 (USA) · [t] +1 (408) 524 7445 </li></ul><ul><li>Spain offices </li></ul><ul><li>Av. Diagonal 419, 3º 2ª - 08008 Barcelona - T. +34 93 414 75 54 - F. +34 93 368 42 95 </li></ul><ul><li>Gran Vía 62, 7º Izda. - 28013 Madrid - T. +34 91 542 62 52 - F. +34 91 298 08 92 </li></ul>Here’s our contact information Members of Q&A session Also in London in Sep 09!