roi-of-ux-usertesting-dot-com

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:

ROI of UX

@dasilva_jilljill@digitalkarma.io #UTwebinar

@dasilva_jilljill@digitalkarma.io

• Origins of UX

• What is User Experience?

• What do UX Designers Do?

• Top 3 Reasons Businesses need UX designers

• Closing

• Q & A

#UTwebinar

Agenda

Origins of UX

#UTwebinar

Origins of UX

http://www.mavenofsavin.com/tide-pods-giveaway/

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

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

What is User Experience?

#UTwebinar

“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 Does a UX Designer Do?

#UTwebinar

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

Iterate

Release

Measure

Rinse, Lather, Repeat.

What we do:

#UTwebinar

UX Process

Discover user needs

Card Sorting

Wireframe

Prototype

Iterate

Release

Measure

What we do:

#UTwebinar

UX Process

Discover user needs

Card Sorting

Wireframe

Prototype

Iterate

Release

Measure

What we do:

#UTwebinar

UX Process

Discover user needs

Card Sorting

Wireframe

Prototype

Iterate

Release

Measure

What we do:

#UTwebinar

UX Process

Discover user needs

Storyboarding/Scenario/User Flows

Card Sorting

Wireframe

Prototype

Iterate

Release

Measure

What we do:

#UTwebinar

UX Process

Discover user needs

Card Sorting

Wireframe

Prototype

Iterate

Release

Measure

What we do:

#UTwebinar

UX Process

Discover user needs

Card Sorting

Wireframe

Prototype

Iterate

Release

Measure

What we do:

#UTwebinar

UX Process

Discover user needs

Card Sorting

Wireframe

Prototype

Iterate

Release

Measure

What we do:

#UTwebinar

UX Process

Discover user needs

Card Sorting

Wireframe

Prototype

Iterate

Release

Measure

What we do:

#UTwebinar

UX Process

Discover user needs

Card Sorting

Wireframe

Prototype

Iterate

Release

Measure

What we do:

#UTwebinar

UX Process

Discover user needs

Card Sorting

Wireframe

Prototype

Iterate

Release

Measure

ROI of UX

#UTwebinar

Save time and $$$

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ROI of UX

ROI of UX: Save Time and $$$

#UTwebinar

• Design for the Actual User

http://theoatmeal.com/comics/restaurant_website

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• Test Product Feasibility

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• 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]

#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

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• 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

Improve KPI’s

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ROI of UX

ROI of UX: Improve KPI’s

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• Conversions

http://www.dexmedia.com/

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• Registrations

https://www.hipmunk.com/

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• Paid Actions

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• Fewer Abandonments/Lower Bounce Rate

http://blog.hubspot.com

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• Decrease Calls to Help Desk

http://www.ather-telecomsolutions.com/cchosting.html

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• Increase Engagement

Increase Revenue

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ROI of UX

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]

Closing

#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

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

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

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

Closing

Thank you! :)

Thank you!

UserTes>ng Enterprise

Accelerated learning + deep insights + your target audience

Ques>ons? db@usertes>ng.com

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