Research Edition How we leverage user testing
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You’ve heard it said that, “You are not your user.” However, in the case of our Product Insights team this isn’t 100% true. As a research team comprised of UX researchers and data scientists, the team often faces many of the exact same problems that our customers tell us about. One common challenge this team encounters is how to ensure our research is having maximal impact. In this webinar, UserTesting’s Product Insights Sr. UX Researcher Josh Kunz will share a few stories about how this team uses the UserTesting platform to scale research within the department and throughout the entire company. You will learn how our Product Insights team: Utilizes MyRecruit to conduct unmoderated and moderated research Enables other teams and departments to easily learn from customers
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Research Edition How we leverage user testing
- 1. Research Edition: How Product Insights uses UserTesting Product Insights November 2018
- 2. 2 Josh Kunz Sr. UX Researcher Product Insights
- 3. 1 2 3 3 How we leverage UserTesting Data Science & UX A brief look into how our product insights team is structured and operates. Access to customers We’ve built multiple channels so our teams can have seamless interactions with their target users. Enabling others We’ve made it quick and easy for other departments to add customer insights to their every day decisions.
- 4. Product Insights Marieke Team Lead Doug Data Science Jenny Data Eng Josh UX Anthony UX Shawna UX Harsh Data Science Jian Data Science 4
- 7. Product Insights Marieke Team Lead Doug Data Science Jenny Data Eng Josh UX Anthony UX Shawna UX Harsh Data Science Jian Data Science 7
- 8. “People make copies of their tests. But not very often. It’s probably just a strange workaround. What do you see?” UX RESEARCH
- 9. “It looks like 80% of tests are copied. And 80% of those are copied again! But why?” DATA SCIENCE
- 10. “Hannah mentioned in an interview, she typically copies studies from a ‘chain’ of tests. Does that help?” UX RESEARCH
- 11. DATA SCIENCE
- 12. “I thought people were creating templates. I can see that’s not it, now.” UX RESEARCH
- 13. Interview the outliers Design with multi-study projects in mind Share behavioral data and charts with other teams DATA SCIENCE UX RESEARCH
- 14. 14 Happiness Engagement Adoption Task SuccessRetention A more complete picture
- 15. 1 2 3 15 How we leverage UserTesting Data Science & UX A brief look into how our product team works and how it benefits our larger team. Access to customers We’ve built multiple channels so our teams can have seamless interactions with their target users. Enabling others We’ve made it quick and easy for other departments to add customer insights to their every day decisions.
- 17. PANEL UX Researcher Designer Product Manager Marketer
- 18. CUSTOMERS
- 20. Join our Customer Research Program! Help us build better products Get a sneak peek into what’s coming next Experience being on the other side of the research Customer feedback is critical to how we design and innovate www.usertesting.com/improveUT
- 23. “Is there a difference in how people are watching videos and getting insights? What do you see?” UX RESEARCH
- 24. “It looks like there are two distinct customer segments. Those that pause the video and make of notes and those that watch straight through. But I’m not sure why?” DATA SCIENCE
- 25. “Wow, both segments really struggled to quickly summarize and make sense of their insights.” UX RESEARCH
- 26. Ideate on solutions to summarize insights quickly Begin experiments to validate solutions Share findings with other teams DATA SCIENCE UX RESEARCH
- 27. 1 2 3 27 How we leverage UserTesting Data Science & UX A brief look into how our product team works and how it benefits our larger team. Access to customers We’ve built multiple channels so our teams can have seamless interactions with their target users. Enabling others We’ve made it quick and easy for other departments to add customer insights to their every day decisions.
- 28. 28 Intake Request form Anyone in the company has access to the form and can submit a research request. User feedback in hours Launching only takes a few minutes and we get results in a few hours. Unmoderated “Quick Tests”
- 29. 29 Moderated Script UX Research creates the script, recruits the participants and conducts the first few sessions. Other members attend sessions and then take over moderating. Along with the test script the UX research creates a scorecard with questions related to the research goals. Observers can easily take notes and score each question during the session. Moderated Interviews and Scorecards Scorecard
- 30. 30 Questions? USERTESTING If you have any further questions please contact us at: webinars@usertesting.com Join the next webinar in the UserTesting Webinar Series on our website - resources!
- 31. 31 Thank You! USERTESTING If you have any further questions please contact us at: webinars@usertesting.com Join the next webinar in the UserTesting Webinar Series on our website - resources!