roi-of-ux-usertesting-dot-com
TRANSCRIPT
Investing in User Experience: Real Value, Real Return
Tweet with other a+endees: #UTWebinar
Today’s Speaker:
Jill DaSilva
Host: Darrell Benatar, CEO at UserTesting
Connect with UserTes>ng: Twi+er @UserTes>ng facebook.com/UserTes>ngcom
Webinar Presentation:
• Origins of UX
• What is User Experience?
• What do UX Designers Do?
• Top 3 Reasons Businesses need UX designers
• Closing
• Q & A
#UTwebinar
Agenda
@[email protected] #UTwebinar
Origins of UX
Colossus was the first electronic digital programmable computing device, and was used to break German ciphers during World War II.
http://en.wikipedia.org/wiki/Computer
@[email protected] #UTwebinar
Origins of UX
Colossus was the first electronic digital programmable computing device, and was used to break German ciphers during World War II.
Smart watches are but one example of the pervasiveness of technology in our lives now.
http://en.wikipedia.org/wiki/Computer
“User experience
encompasses all
aspects of the end-
user’s interaction
with the company,
its services, and its
products.”
-Donald Norman
http://www.nngroup.com/articles/
#UTwebinar
What most people think UX is:Field research
Face to face interviewing
Creation and administering of tests
Gathering, organizing, and presenting statistics
Documentation of personas and findings
Product design
Feature writing
Requirement writing
Graphic arts
Interaction design
Information Architecture
Usability
Prototyping
Interface layout
Interface design
Visual design
Taxonomy creation
Terminology creation
Copy writing
Presentation and speaking
Working tightly with programmers
Brainstorm coordination
Company culture evangelism
Communication to stakeholders
#UTwebinar
helloerik.com/ux-is-not-ui
What is UX?
What UX actually is:Field research
Face to face interviewing
Creation and administering of tests
Gathering, organizing, and presenting statistics
Documentation of personas and findings
Product design
Feature writing
Requirement writing
Graphic arts
Interaction design
Information Architecture
Usability
Prototyping
Interface layout
Interface design
Visual design
Taxonomy creation
Terminology creation
Copy writing
Presentation and speaking
Working tightly with programmers
Brainstorm coordination
Company culture evangelism
Communication to stakeholders
helloerik.com/ux-is-not-ui
#UTwebinar
What is UX?
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario/User Flows
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario/User Flows
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario/User Flows
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario/User Flows
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario/User Flows
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario/User Flows
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
What we do:
#UTwebinar
UX Process
Understand Business goals
Comparative/Competitive Analysis (Strategy)
Who is the user? User Interviews (Personas)
Discover user needs
Storyboarding/Scenario/User Flows
Features and Functions
Card Sorting
Information Architecture (Sitemap)
Wireframe
Prototype
Test
Iterate
Release
Measure
Rinse, Lather, Repeat.
ROI of UX: Save Time and $$$
#UTwebinar
• Design for the Actual User
http://theoatmeal.com/comics/restaurant_website
ROI of UX: Save Time and $$$
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• Test Product Feasibility
ROI of UX: Save Time and $$$
#UTwebinar
• Test and iterate prior to development to greatly reduce development
time and costs. By identifying user needs and identifying challenges,
solutions can be found prior to costly development.
Dr. Susan Weinshenk https://www.youtube.com/watch?v=O94kYyzqvTc&feature=youtu.be[1]
[1]
ROI of UX: Save Time and $$$
#UTwebinar
• The cost of fixing an error after development is 100 times more than
fixing that error before the project is completed. [1]
https://www.cs.umd.edu/projects/SoftEng/ESEG/papers/82.78.pdf[1] Barry Boehm & Victor R. Basili
ROI of UX: Save Time and $$$
#UTwebinar
• The amount of time that developers spend on avoidable re-work is 50%. [1]
https://www.cs.umd.edu/projects/SoftEng/ESEG/papers/82.78.pdf[1] Barry Boehm & Victor R. Basili
ROI of UX: Improve KPI’s
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• Conversions
http://www.dexmedia.com/
ROI of UX: Improve KPI’s
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• Registrations
https://www.hipmunk.com/
ROI of UX: Improve KPI’s
#UTwebinar
• Fewer Abandonments/Lower Bounce Rate
http://blog.hubspot.com
ROI of UX: Improve KPI’s
#UTwebinar
• Decrease Calls to Help Desk
http://www.ather-telecomsolutions.com/cchosting.html
ROI of UX: Improve KPI’s
#UTwebinar
• Increase Engagement
ROI of UX: Increase Revenue
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• e.g.: “$300 million dollar button”
http://www.uie.com/articles/three_hund_million_button[1]
[1]
@[email protected] #UTwebinar
• Errors
◦ (avg. repair time) x (employee cost) x (# of employees) = cost savings
◦ Example: (2 hrs) x ($30/hour) x (10 employees) = $600/week or $30,000/year*
• Cost of Development and Maintenance
◦ (# of changes) x (avg. hrs/change) x (cost of developer) x (4, if late) = cost savings
◦ Example: (20 changes) x (8 hrs each) x ($30/hour) = $4,800 if fixed early or $19,200 if
changed late
• Productivity
◦ (time saved) x (employee cost) x (# of employees) = cost savings
◦ Example: (1 hr/week) x ($30/hr) x (100 employees) = $3,000/ week or $150,000/year*
Dr. Susan Weinshenk http://www.usability.gov/what-and-why/benefits-of-ucd.html
Adapted from Dr. Susan Weinshenk’s white paper “Usablity: A Business Case”
How to Calculate the Benefits:
* year = 50 weeks
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Closing
“This book will be a godsend to the lone UX wolves working in startups everywhere.”
--Janice Fraser, cofounder of Luxr.co and former
CEO of Adaptive Path
Suggested Books:
- Leah Buley
@[email protected] #UTwebinar
Closing
[Back Cover]
“Once you catch the user experience bug, the world changes. Doors open the wrong way, websites don't work, and companies don't seem to care. And while anyone can learn the UX remedies: usability testing, personas, prototyping and so on unless your organization 'gets it', putting them into practice is tricky. Undercover User Experience is a pragmatic guide from the front lines, giving frank advice on making UX work in real companies with real problems. Readers will learn how to fit research, ideation, prototyping and testing into their daily workflow, and how to design good user experiences under the all-too-common constraints of time, budget and culture.”
Suggested Books:
- Cennydd Bowles and James Box
@[email protected] #UTwebinar
Closing
• Determine whether people will buy your product before you build it
• Listen to your customers throughout the product’s lifecycle
• Understand why you should design a test before you design a product
• Discern the difference between necessary features and nice-to-haves
• Learn how a Minimum Viable Product affects your UX decisions
• Use A/B testing in conjunction with good UX practices
• Speed up your product development process without sacrificing quality
Suggested Books:
-Laura Klein
Thank you!
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