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How to measure a User's Experience

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Warwick Kay
Warwick Kay

A talk presented at the Brisbane Web Design Meetup - August 2012 See all resources and links

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HOW TO MEASURE A USER’S EXPERIENCE Warwick Kay UX Designer, Vision6 www.warwickkay.com @warwickck
first... We need to define what that experience is Warwick Kay @warwickck www.warwickkay.com
in essence... Every user’s experience should reduce the same result! Warwick Kay @warwickck www.warwickkay.com
It shouldn’t be Warwick Kay @warwickck www.warwickkay.com
Should it be? Warwick Kay @warwickck www.warwickkay.com
It should be Warwick Kay @warwickck www.warwickkay.com
now... How do we go about finding this out! Warwick Kay @warwickck www.warwickkay.com
UI Metrics: Completion Rates Usability Problems Task Time First Clicks Page Views/Clicks Conversion Errors Warwick Kay @warwickck www.warwickkay.com
how...... Google Analytics ClickTales MouseFlow and so so many more... Warwick Kay @warwickck www.warwickkay.com
but... There’s an issue.... this isn’t tracking the user, it’s tracking our goals! Warwick Kay @warwickck www.warwickkay.com
Task Metrics Task Level Surveys Micro Surveys Live Help Warwick Kay @warwickck www.warwickkay.com
but... This may tell us something is wrong, but not what or in any great detail! Warwick Kay @warwickck www.warwickkay.com
so... What’s the solution? Warwick Kay @warwickck www.warwickkay.com
TALK TO USERS! Survey (NPS, SUS) Beta Group Email The Phone! Warwick Kay @warwickck www.warwickkay.com
In Summary - Track your UI Metrics - Be smart about how you get feedback - Don’t annoy distract your users - TALK TO YOUR USERS! Warwick Kay @warwickck www.warwickkay.com
Thank you! Using intelligent design in your emails to increase your conversions EMSA - Australia’s only email marketing summit. - www.emsaustralia.com.au Warwick Kay @warwickck www.warwickkay.com
Questions? Anyone have any questions? - www.warwickkay.com/bneweb Warwick Kay @warwickck www.warwickkay.com

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How to measure a User's Experience

  • 1. HOW TO MEASURE A USER’S EXPERIENCE Warwick Kay UX Designer, Vision6 www.warwickkay.com @warwickck
  • 2. first... We need to define what that experience is Warwick Kay @warwickck www.warwickkay.com
  • 3. in essence... Every user’s experience should reduce the same result! Warwick Kay @warwickck www.warwickkay.com
  • 4. It shouldn’t be Warwick Kay @warwickck www.warwickkay.com
  • 5. Should it be? Warwick Kay @warwickck www.warwickkay.com
  • 6. It should be Warwick Kay @warwickck www.warwickkay.com
  • 7. now... How do we go about finding this out! Warwick Kay @warwickck www.warwickkay.com
  • 8. UI Metrics: Completion Rates Usability Problems Task Time First Clicks Page Views/Clicks Conversion Errors Warwick Kay @warwickck www.warwickkay.com
  • 9. how...... Google Analytics ClickTales MouseFlow and so so many more... Warwick Kay @warwickck www.warwickkay.com
  • 10. but... There’s an issue.... this isn’t tracking the user, it’s tracking our goals! Warwick Kay @warwickck www.warwickkay.com
  • 11. Task Metrics Task Level Surveys Micro Surveys Live Help Warwick Kay @warwickck www.warwickkay.com
  • 12. but... This may tell us something is wrong, but not what or in any great detail! Warwick Kay @warwickck www.warwickkay.com
  • 13. so... What’s the solution? Warwick Kay @warwickck www.warwickkay.com
  • 14. TALK TO USERS! Survey (NPS, SUS) Beta Group Email The Phone! Warwick Kay @warwickck www.warwickkay.com
  • 15. In Summary - Track your UI Metrics - Be smart about how you get feedback - Don’t annoy distract your users - TALK TO YOUR USERS! Warwick Kay @warwickck www.warwickkay.com
  • 16. Thank you! Using intelligent design in your emails to increase your conversions EMSA - Australia’s only email marketing summit. - www.emsaustralia.com.au Warwick Kay @warwickck www.warwickkay.com
  • 17. Questions? Anyone have any questions? - www.warwickkay.com/bneweb Warwick Kay @warwickck www.warwickkay.com