Webinar:

How to Improve Your Company’s UX

Capabilities:

Let Your Methods Drive Your Plan

Jeff Horvath, Principal at Balanced Experience

#uzwebinar

Jeff Horvath, Ph.D.

Principal,

Balanced Experience

Speaker:

• Chat box is available if you have any questions

• There will be time for Q&A at the end

• We will be recording the webinar for future viewing

• All attendees will receive a copy of the

slides/recording

• Twitter hashtag: #uzwebinar

Quick Housekeeping

3

• UserZoom offers an all-in-one, multichannel and agile approach to managing digital Customer Experiences. We enable Businesses to cost-effectively plan, research, design, and measure CX and UX on a unified software platform.

• Founded in 2007; launched SaaS platform in 2009

• International company, offices in Silicon Valley, Spain, U.K., Germany

• 50% of Fortune’s Most Admired Brands

About UserZoom

Highlighted Customers

About UserZoom

6

1. Listen

Intercept surveys and

feedback tabs

Continuously listen to

your customer4. Measure

Web & Mobile VOC

Continuosly Measure

Customer Satisfaction

2. Research Define UX & Usability

benchmarks

Scale UX research with

online/remote testing

capabilities

3. Test & Act Prototype Testing

Card Sorting & Tree Testing

Cost-effective Remote

Usability Testing

Holistic, all-in-one, approach to CEM

UserZoom CEM Platform & Solutions

7

Intercept Surveys

Feedback Tabs

Mobile App VOC

Remote Usability Testing

Mobile Usability Testing

Card Sorting

Tree Testing

Screenshot Click

Testing

Screenshot Timeout Testing

Online Surveys

UsabilityData

Survey Responses

IA Data

Behavioral Data

Video Recording

VOC & Survey Solutions UX & Usability Solutions Results

Access to Quality Panels

Customer Success &

Enablement Services

UX Research & Consulting

Services

Agenda

1. UX as a strategic differentiator

2. What every CEO is trying to figure out - HOW to make

UX a differentiator

3. Strategies are important, but you need to get work done

- start by defining your UX methodology

4. Key elements to consider when defining your

methodology and how it fits in

– Methods drive the plan - staffing models, tools, training plan, etc.

5. The Three Levels of UX organizational change -

methods, processes, change management

Business Value of UX

UX is a Top Priority

April 2012 “The State Of Customer Experience, 2012 ”

UX as Strategic Differentiator

April 2012 “The State Of Customer Experience, 2012 ”

UX Strategy

J. Garrett - The Elements of User Experience: User-Centered Design for the Web (2002)

Strategy – too abstract

Three Layers

Methods

Processes

OrgChange

Three Layers

Methods

Start with Methodology

You’ve got to fit in

Connect with existing methods

Roles & Responsibilities

UX RACI Model

RACI Group

Responsible UX team

Accountable Product Manager

Consulted Software Development, Creative

Informed Product Manager, BA, PM, Software, Marketing, Quality Assurance

Example: Formative UX Test

One Size Does Not Fit All

Different Methods for Different Situations

Enterprise Big Project Small/Maintenance

UX Team Role • Own and execute all key UX activities

• Review and approve all key UX activities

• Provide tools and resources

• Available for consultation

Methods Used • All core methods• Select

optional/advanced methods

• All core methods • All core methods

Tools

Staffing Models

10%…of work load…of head count…of development budget

How much?

Staffing Model

What kind?

Customer Experience

Team

UX SMEs

Long-termProject Support Team Day-to-Day

(co-located)(remote or co-located)

Training & Mentoring

Tools

Three Layers

Methods

Processes

Now what?

…Now you know how to do great UX work.

So what?

Who decides what work to do? In what order?What’s the time? Budget? Prioritization?

Processes

Idea

EvaluationUX research

required? Yes

Use existing solution?

No

Yes

NoNew Solution

No

Prioritization– Estimates, Business Requirements, UX Methods / Resources

Typ

e o

f p

roje

ctAppropriate UX

Methods

Informed Decisions

Day-to-DayDay-to-Day

(non-technical)SDLC – Small / Enhancement

SDLC - Strategic

New solution fits with existing framework?

Requires code change?

No

Yes

Yes

Low HighUX Involvement

UX

UX

Three Layers

Methods

Processes

OrgChange

Now what?

…So now you you know what work do and how to do it.

So what?

Org Change

• It’s unlikely that you’ll drastically change the DNA of your

organization over night.

• But, there are some common steps you can follow to

begin the journey.

Pilot Your Methods

Develop a Roll Out Plan

Find Some Friends

Have a Sponsor

Become Part of the DNA

UX

UXUX

UX

Three Layers

Methods

Processes

OrgChange

Thank You

Contact Us

Jeff Horvath, Ph.D.

President

jeff@balancedexperience.com

608.658.2878

UserZoom

www.userzoom.com

866.599.1550

Twitter: @userzoom

Linkedin: https://www.linkedin.com/company/userzoom