Done a usability study? Ready for the next step? Today we have an abundance of fast, affordable user research methods, many of which can be done remotely with real users. Learn about available user research options and how one university runs successful research projects that lead to actionable insights.
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Fast, Cheap, and Actionable: Creating an Affordable User Research Program (The Director's Cut)
1. Fast, Cheap, and
Actionable:
Creating an Affordable User
Research Program
Michael Powers
Director of Web Services
Indiana University of Pennsylvania
eduWeb 2010 â July 27, 2010, Chicago, IL
2.
3. In Answer to Your
First Question... Buffalo
Erie
Chicago
Cleveland Philadelphia
Pittsburgh
Morgantown
Indianapolis
4. In Answer to Your
First Question... Buffalo
Erie
Indiana, Pa.
Chicago
Cleveland Philadelphia
Pittsburgh
Morgantown
Indianapolis
5. In Answer to Your
First Question... Buffalo
Erie
Indiana, Pa.
Chicago
Cleveland Philadelphia
Pittsburgh
Morgantown
Indianapolis
20. âA research study?
âLook, just make a red box
on the home page, and put
this text in there.
âI just need to make sure
students donât miss it.â
24. Create a Research
â˘Do a usability test and invite
stakeholders to watch
â˘Make research part of every project
â˘Apply previous research to new
projects
â˘Show results early and often
25. Research Process
1. Frame a Good 4. Find
Question Participants
2. Know What You 5. Run Study and
Already Know Analyze Results
3. Choose Study 6. Take Action
Type
7. Measure and
Repeat
29. Focusing a
How can we 1. Can students find
information about
decrease support services?
attrition?
2. Can students find out
whatâs happening on
campus?
31. Focusing a
How can we get 1. Can prospectives find
our list of majors?
more/more Our tuition
qualified information?
applicants? 2. Can prospectives
register for a visit?
3. Can prospectives
successfully apply on
line?
40. KPI Spreadsheet
â˘Focus on the KPIs â˘Track over time
you've chosen without running
multiple tools
â˘Give specific
reports to â˘Include anything
stakeholders who numeric: survey
request them results, 4Q survey,
analytics, server
logs, etc.
45. Include Scenarios
Site
Motivation Scenario Features Behaviors
Used Search Looks for
Find the Checks to â˘Site â˘
school with see if her â˘Undergrad âPre-Lawâ
the right major is Admissions major,
pre-Law available Website does not
program for â˘Academics ďŹnd it.
me Link
46. User Personas
â˘Fictionâbut a â˘If it is wrong, team
useful fiction or clients will let
you know
â˘Puts what you've
learned into a â˘Helps bring new
format you can team members up
share with your to speed
team and clients
47. Use these two tools to
track your progress
over time.
52. Some Types of User
â˘Usability Test â˘Card Sort
â˘Surveys â˘Navigation
Test
â˘Pop-up
Survey â˘Layout Test
â˘KJ Session â˘A/B Test
53.
54. Some Types of User
â˘Usability Test â˘Card Sort
â˘Surveys â˘Navigation
Test
â˘Pop-up
Survey â˘Layout Test
â˘KJ Session â˘A/B Test
55. Usability Test
Photo source: http://www.ďŹickr.com/photos/l-i-n-k/
3654390818/
56. Usability Test
What You Do: Ask people to do things on your
website while they talk about
what they do and why they do it
Good For: Finding things to ďŹx
When To Use: As early as possible and
regularly thereafter
Participants As few as 3 (3 groups of 5-7 is
Needed: better)
57. Usability Test
Tools â˘No tools are needed
Available: â˘Silverback (Live)
â˘Morae (Live
(Live)
â˘Any screen-sharing tool
(Skype, GoTo Meeting, WebEx)
(Remote)
Cost: â˘UserVue (Remote, no longer
$90â$1,000+
available)
Record In: â˘User ProďŹles
58. Usability Test
Positive Negative
â˘Can be cheap â˘Behavior of
â˘Holistic view of participants will
website issues not be entirely
natural
â˘Takes practice to
run good tests
60. Analytics
What You Do: Analyze the behavior of users
on your website using your
analytics tool
Good For: Seeing real behavior on your
website
Not So Good Understanding user intent
For:
When To Use: Collect 24/7, analyze monthly
or as needed
Participants n/a
Needed:
62. Analytics
Positive Negative
â˘Can be free â˘Canât understand
â˘You see actual intent
use of your site â˘Can lead to just
â˘Can track looking at
changes over time pageviews
64. Survey
What You Do: Ask people questions about
their browsing habits or your
website.
Good For: Background information about
your usershave a question to
When To Use: When you
answer, possibly yearly
Participants Calculate your sample size:
Needed: http://www.surveysystem.com/
sscalc.htm
66. Survey
Positive Negative
â˘Tools are cheap â˘Shows you
or free attitudes, not
â˘Offer a prize and behavior, so not
you can get a great for
respectable understanding
number of how users use
summissions your website
â˘Lots of numbers
68. Pop-up Survey
What You Do: Ask site visitors questions
about their experience on a
particular page or the whole
Good For: website. user intent; settling
Capturing
arguments about what belongs
When To Use: whereyou have a question to
When
answer, or all the time
Participants Calculate your sample size:
Needed: http://www.surveysystem.com/
sscalc.htm
69.
70.
71. Pop-up Survey
Tools â˘4Q Survey
Available: â˘iPerceptions
â˘CrowdScience
â˘Roll your own
Cost: â˘$0â$10,000+
72.
73. 4Q Survey
1. Based on today's visit, how would you rate your site
experience overall?
2. Which of the following best describes the primary
purpose of your visit?
3. Were you able to complete the purpose of your visit
today?
4. Comment
⢠If yes: What do you value most about the website?
⢠If no: Please tell us why you were not able to fully
complete the purpose of your visit today
74. âI am âI can never
always able easily find
to find what what I'm
I am looking looking for,
for. The if I can find
website is it at all.â
79. Pop-up Survey
Positive Negative
â˘You get info from â˘Some users
real users respond
â˘Easy to set up negatively to
being interrupted
â˘Gives you a
window into user â˘Coding can take
intent time
81. Card Sort
What You Do: Give participants cards with
website topics on them, then
ask them to put them into piles
Good For: that make sense to mental
Understanding the them
models of your users
When To Use: When creating or improving
your information architecture/
Participants navigation face
15 face to
Needed: 50 online
83. Card Sort
Positive Negative
â˘Get a picture of usersâ â˘Hard for participants to
mental model of your understand activity
content remotely
â˘Understand what labels â˘Some participants give
your users use for your up because the sort can
content take a while
â˘Settle arguments about â˘Data analysis can be
what belongs where complex
84.
85. Open Closed
â˘Users stack â˘Give users
cards then header cards
â˘Give each pile a â˘They assign
name cards to the
header cards
91. Action
â˘Complete restructuring of the
Student Life section of our website
â˘Move counseling websites out of
âHealthâ and into âSupportâ
92. One Subsite,
Before and After
Change between
Compared to
Comparison
Whole Site
Periods
Pageviews 76% 140%
Unique
81% 142%
Pageviews
Bounce Rate -21% 27%
94. KJ Session
What You Do: Gather 4-6 participants
Ask: what do people come to
our website to ďŹnd or do?
Put answers on sticky notes on
the wall
Organize and name the groups
Good For: Getting the opinion of site
owners; learning about users
from site owners
When To Use: When creating a new
information architecture
Participants 4â6, or more if you divide into
Needed: smaller groups
98. Navigation Test
What You Do: Give participants a proposed
site structure/navigation and let
users drill down to ďŹnd
Good For: different things. a more
Verifying an IA in
realistic way (not everything is
When To Use: visible); ďŹnding problem areas
To verify a new information
architecture
Participants 50
Needed:
99. Navigation Test
Tools â˘Treejack
Available:
Cost: $150â$700
100.
101.
102.
103. Navigation Test
Positive Negative
â˘Tests your â˘Doesnât look like
sitemap/ your site, so on-
navigation site results might
without having to be different
build it
â˘Can locate
problems with
your IA
106. Layout Test
What You Do: Participants respond to a static
image of your site
Good For: Getting reactions to visual
designs and wireframes without
building the whole thing.
When To Use: Before building out a new
design
Participants About 50 per test
Needed:
107. Layout Test
Tools â˘Paper
Available: â˘PowerPoint
â˘Five-Second Usability Test
â˘Chalkmark
â˘Usabila
Cost: $40â$600
108. Layout Test
Positive Negative
â˘Get reactions to â˘No interactivity
real designs â˘Users can be
without building confused when
out a whole site doing this
remotely
113. A/B Test
What You Do: Test two (or more) versions of
your live website
Good For: Testing page variations
When To Use: Testing calls to action or other
pages that have a clear
destination you
Participants Tool will tell
Needed:
115. A/B Test
Positive Negative
â˘Test real â˘Harder to set up
variations on your in a CMS
live site with real â˘Harder to use
users when a page has
many destinations
116. Easy to do with
Google Website
Optimizer
A
Go
al
B
117. Harder to do with
Google Website Go
Optimizer
A
Go
Go
B Go
Go
119. The Right Number
â˘Different methods have different
requirements
â˘Plan to recruit more than you need
â˘But donât test more than you need
120. The Right Kind of
â˘Steve Krug: âRecruit loosely and
grade on a curveâ
â˘Good advice, but when possible try
to recruit participants that are more
like your users
â˘For instance: faculty and students
see your website very differently
121. Finding
â˘People you â˘Local high
know schools (talk to
a guidance
â˘Students, counselor)
faculty, and staff
at your school â˘On your website
(link on
homepage or
pop-up)
131. Research Process
1. Frame a Good 4. Find
Question Participants
2. Know What You 5. Run Study and
Already Know Analyze Results
3. Choose Study 6. Take Action
Type
7. Measure and
Repeat
You’ll find us in the town of Indiana, in the state of Pennsylvania. We are a 14,000-student doctoral university in Western Pennsylvania. One hour from Pittsburgh. Because of the confusion with our name, we like to be known as IUP.
You’ll find us in the town of Indiana, in the state of Pennsylvania. We are a 14,000-student doctoral university in Western Pennsylvania. One hour from Pittsburgh. Because of the confusion with our name, we like to be known as IUP.
You’ll find us in the town of Indiana, in the state of Pennsylvania. We are a 14,000-student doctoral university in Western Pennsylvania. One hour from Pittsburgh. Because of the confusion with our name, we like to be known as IUP.
You’ll find us in the town of Indiana, in the state of Pennsylvania. We are a 14,000-student doctoral university in Western Pennsylvania. One hour from Pittsburgh. Because of the confusion with our name, we like to be known as IUP.
Usability Test
Surveys
4q Survey
KJ Session
Card Sort
Navigation Test
Layout Test
A/B Test
I got started with this user testing stuff back in 2002 with usability testing--straight out of Steve Krug’s Don’t Make Me Think.
It was a revelation. Everyone who runs a website should do it.
But the more user-centered I got, the more I wanted to know about about our users. That led to surveys, analytics, card sorts.
And then this happened...
I found myself in charge of a newly centralized university website. 40,000+ pages.
It was hard to find the time to do the research we needed.
Then this happened...
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
An explosion of online tools for learning more about your users. They promise fast, cheap, actionable results.
But if you’re like me, you still don’t have a lot of time or money. How do you decide what to do?
This is the story of how we’ve using these tools at IUP.
Here’s what’s on the agenda today.
The idea is to move on from the isolated user research study to an ongoing user research program.
Let’s get started!
The research process starts with step 1, but before we get there, let’s start with step 0: creating permission to do user research.
Of course the first rule is: Don’t ask for permission.
You don’t need permission. User research is what web professionals need to be doing. If you’re a web designer or web developer or content strategist, this is your job.
But others might not see it that way. You’re here because you are interested in user research. Our clients and bosses aren’t always as excited about it. So at some point you’re going to hear this...
This might come from your boss or you’re boss’s boss’s boss. Or it might come from an internal client if you work that way.
And if you ask them want they want, they might say...
This is kind of typical of initial reactions. But—we know this is wrong, don’t we? By this theory, the perfect website would be one big red box.
It can help to reframe this this way: “You’re right. Nobody wants a research study.”
Furthermore...
None of your (internal) clients really want a website. They always have other goals that they have restated as “we need this on the website.”
So back them up to what they really want. These are institutional goals. They are more than the website can provide. But we need to ask these if we are to keep our web tactics in line with institutional goals.
If you can back them up to what they really want, you’ve got a better shot at creating permission to do research.
Second tactic: You need to get your clients/bosses/whoever they are used to the idea that research is a necessary part of every project.
Luckily, since we tend to work on the same website(s) over and over, you can often apply previous research to new websites. So you don’t have to do EVERYTHING for every website.
To get there, you need to show results early and often.
1. Frame a good question: you won’t end up with anything actionable unless you’re asking the right questions
2. Know What You Already Know: You already know a lot, you just need to keep track of it
3. Will include the inventory of research techniques as well as some advice about the design of each type.
4. How to find the people you need to participate
And by then we’ll be set up to blast through the last three steps
This is where fast, cheap, and actionable starts
These are your institutional goals. And—if you want to be fast, cheap, and actionable—you need to spend your limited research time investigating issues that relate to institutional goals.
Here’s what happened when we took this statement and got it focused.
When we looked into this, it turned out to be a question about student success and support.
Esp. finding info about support services. Question 1 gives us a good place from which to start our research. It also suggests (correctly) that there are non-web aspects to this problem.
A second example.
The purpose of the admissions site is much more clear. And we already had a pretty good understanding of what prospectives are looking for (thanks in part to eduWeb!).
These are your institutional goals. And—if you want to be fast, cheap, and actionable—you need to spend your limited research time investigating issues that relate to institutional goals.
Once you got your questions, you’ll need to pose some preliminary answers.
You probably know a lot already. The trick is getting it all organized so you—and others—can make use of it.
Noel-Levitz study
Usability studies (like Jakob Nielsen’s)
Existing data about your students
Once you start looking, you’ll find a lot. So it’s time to...
Get organized.
You need to start synthesizing what you know into a format you can use and share: with your team, with stakeholders, with colleagues.
I’ll demonstrate an approach for capturing a lot (not of all) of what you already know.
A conversion rate is a classic KPI, but you can use anything so long as it shows your progress toward your larger goals.
See Brian Clifton’s Advanced Web Metrics with Google Analytics for a good discussion of setting your KPIs and the germ of the spreadsheet I’m about to show you.
Allows you to collect raw data and format it easily into reports.
Check my blog site for the whole spreadsheet to download.
Qualitative data is harder to collect and synthesize. User personas can be really helpful.
Does anyone use personas?
Some of the things you’ll put in here come from basic demographic data, etc., but the point is to make them personal.
This gives you the chance to embody a “real” user--and you can talk about what “Harold” might do on this page.
Really useful is this section at the bottom with tasks.
The scenarios section is really important. If you’re a developer, and you’ve done test-driven development, it works a bit like that. You record scenarios--successful or not--and then develop the site to make them happen. As a check, go through and try these scenarios yourself. It’s like having a series of unit tests. You can make sure that when you fix one thing, you don’t break another
So: what are you going to do?
First thing to keep in mind: if you haven’t done a usability test, start there. It’s the foundation for everything else.
If you’ve read Steve Krug, you know focus groups are a bad idea. People will ask if you’re going to do a focus group. They think you need to. You don’t. You’ll only get some ideas about what looks nice, or what people think they should do. But your boss might think that focus groups or surveys are the only options.
I’ll admit: I have let my boss call some of this stuff focus groups. It was just easier. He told his boss and didn’t have to explain anything. But once people arrived, we didn’t have a focus group: we did user research.
These are (mostly) the kinds of research we’ve been doing. There are many other kinds, such as...
eyetracking. But the equipment for that is more expensive (and, you know, painful) so I haven’t tried it yet.
Given the time we have, I’ll be focusing on these three, showing you the tool, how we used it, and what action we took. I’ll skim over the others. If you go my website or slideshare to get the presentation, you’ll find more info about the ones we skipped, or feel free to ask questions later.
Steve Krug is the place to start. Also, Chas Grundy did a great presentation on this at last year’s eduWeb, and he’s done some online seminars for Higher Ed Experts.
A fantastic source of live info about your users.
Place, browser, and connection speed. 20% on ie6. Progressive enhancement.
What you don’t get is intent. That is, if your time on page goes up, is it because they were engaged or frustrated? For intent, you might try...
A survey. Regular surveys have their place, and can give you good background information on your users. For instance, we were able to see in 2007 that 80% of our students were logging into Facebook at least once a week—and that faculty weren’t.
Doesn’t work out so well for questions about your website. You’re asking about what they remember about your website, not how it is.
For that, try a...
Surveys have their place, esp. in finding out background info. For instance, we were able to see in 2007 that 80% of our students were logging into Facebook at least once a week—and that faculty weren’t.
For specific questions about your website, it doesn’t work as well.
Work out your sample rate from here. I’ve found that 1% to 2% is sufficient.
Work out your sample rate from here. I’ve found that 1% to 2% is sufficient.
Avinash Kaushik is one of the people behind 4Q, and one of the great things about it, besides being free, is that it is short.
A lot of the value lies in the comments. But, just reading them isn’t enough. These are two real comments.
You need to read them twice. Once to come up with categories and once to code.
This is a really powerful technique for developing information architecture.
But, it’s pretty time consuming unless you do it online.
Why so many more online? You get less data per participant online.
Also: lots of abandonments online. People have a little trouble understanding the activity when you aren’t there to explain it for them.
Why $40? you’ll need to offer a prize, because this can take a while.
Donna Spencer’s book on card sorting is the best reference for how to do this well.
I’ve been using Treejack for the closed sorts.
How have we used it? Ran an online card sort to reorganize student life section of our website. 50 cards 384 participants.
This was one of the questions. Counseling center is part of our health center, so that’s where is was on the website. B/c mental health is part of health. But did students see it that way?
Results of the reorganization for one subsite.
A great technique for getting at a lot of the same things you’d use a card sort for, except with a group.
Learned this from David Poteet of New City Media last year at eduWeb.
Tasks come from your user personas.
Not good task wording here: the answer (“visit campus”) is in the question.
You will get people saying “Why didn’t you get smarter participants?”
I’ve done tests with all Ph.D.s, and they didn’t really do better in usability tests.
So it helps to be able to say that the users were at least sort of representative
Ethnio provides an on-site recruiting service. You set up screener questions and then you can either call or e-mail your recruits.
You get people who are just like your users because they are your users.
You could just use participants who have never been to the site before.
Cost was too much for my budget this year. And speaking of cost...
You can’t forget the prize. We find iPod shuffles to work well, but gift cards are an option. Having an incentive, even if it is just a drawing for a prize, not a guarantee, makes a huge difference for recruiting.
Not everything you try will work. But do try to fail faster.