1.How to make a survey?Web Quality 2012 Presenter: TTC Date: 13/3/2012

2. Previous surveys: 3. Our weakness: The questions arent well written enough. The result doesnt really reflect the user experience. The report doesnt have much details about other criteria: layout structure, text... on specific level. 4. Training objectives: After the presentation, the listeners will:Understand the meaning of survey and its types. Know how to plan and conduct a survey. Can apply the survey to get more detailed information about user experience. 5. Table of contents I.Whats survey?II.Planning a surveyIII.Conducting a surveyIV.Our experiencesV.Surveys apply in WOVI.References 6. I. Whats survey? 1.Definition2.Benefits of survey3.How to collect the survey?4.Surveys in WO 7. I. Whats survey? 1234Definition Survey is a quantitative research method which to investigate the customer in large population about:OpinionsFavorite choiceFeedback and satisfaction about the product. 8. I. Whats survey? 1234Benefits of survey To know how most of the users feel about the product To have statistic data to make design decisions To evaluate the design or website based on a large number of target users. To improve overall UX of the product! 9. I. Whats survey? 1234Benefits of survey Ex: Homepage design survey of ZT2: 10. I. Whats survey? 1234How to collect the survey?Online surveyTelephoneStreet surveyIn-home surveyMail 11. I. Whats survey? 1234Surveys in WO In project:Design PSD file HTML version Vportal version input contentGather informationUI Testing and publish Usability Testing PublishCoding - DeployingHomepage design survey 1. Expectation survey 2. Post-session survey 12. I. Whats survey? 1234Surveys in WO In website operation:Info collecting survey 13. II. Planning a survey 1.Set goals and objectives2.Identify the target users3.Recruit the participants4.Calculate the sample size5.Set timeline and resource 14. II. Planning a survey Step 12345Set goals and objectivesGoal Tm hiu xem game th yu thch yu t no trong mt teaser gii thiu game mi.Objective Thu thp 1000 mu phn hi kin trong thi gian 5 ngy xem game th yu thch yu t no, t quyt nh thit k teaser. 15. II. Planning a survey 1Step 2345Identify the target users: Ask the PG for more details:Gamers (casual + MMORPG)Internet user (no game or SNS game background) 16. II. Planning a survey 12Step 34Recruit the participants Web Quality recruit list from forum, website game. CS center or ask PG marketing support.Forum postCS center Online survey tool5 17. II. Planning a survey 123Step 4Calculate the sample size Taro Yamane formulan: sample size (s mu cn thit) N: population size (tng s game th) e: level of precision (sai s)5 18. II. Planning a survey 123Step 45Calculate the sample size Example:HBTH teaser survey on 5.000.000 MMORPG gamers (N=5000000) with level of precision is 3% (e=0.03), we needto have:n = 5000000/[1+ 5000000*(0.03)]= 1110 samples 19. II. Planning a survey 123Step 4Calculate the sample size Example: n = 5000000/ [1+ 5000000*(0.03)]= 1110 samples5 20. II. Planning a survey 123Calculate the sample size Offline survey in WO:Only 50-100 samples because of: 1. Shortage of human resource. 2. Limited time.Step 45 21. II. Planning a survey 123Set timeline and resource 1. How long the survey runs? 2. Whos in charge? 3. Survey cost (gifts for participants)4Step 5 22. III. Conducting a survey 1.Choose question types2.Design question sequence3.Check the questions4.Prepare to launch5.Make the report 23. III. Conducting a survey Step 12345Choose question types 1) Opened-ended question:FeelingsLikes/DislikesOpinionsPros Get a lot of users info and details: feedback, suggestions.Additional comments Cons Time consuming. Difficult to analyze. People will skip easily. 24. III. Conducting a survey Step 12345Choose question types 2) Multiple choice one answer:Pros To know the best possible choice of the user over the others.Cons Dont know how the user feel about the rest of the other choice. 25. III. Conducting a survey Step 12345Choose question types 3) Multiple choice - multiple answers:ProsConsTo know the additional choice of Dont know the level of choice the user in a list. (which is better and the order of choice) 26. III. Conducting a survey Step 1234Choose question types 4) Ranking questionPros To know order of choice over the others.Cons Confuse user5 27. III. Conducting a survey Step 12345Choose question types 5) Rating question (Likert scale) 1 - Khng thchPros To know level of all specific choice.5 - ThchCons Take a lot of users time. Take time to analyze the scores. 28. III. Conducting a survey 1Step 234Design survey sequence 1) Opening question First questions should be easy and interesting Motivate user going forward to the rest of survey5 29. III. Conducting a survey 1Step 2345Design survey sequence 2) Question flow Categorize questions into groups of related topic Let users skip or switch back and fort between questions. 30. III. Conducting a survey 1Step 234Design survey sequence 3) Location of sensitive questions: AgeIncomeMarriageSensitive questionsNameHabitsShould be placed at the end of the survey or can be skipped.5 31. III. Conducting a survey 1Step 2345Design survey sequence Example: Bn c phi l game th VNG hay khng?CBn yu thch th loi game no?WebgameNhp vaiCasualKhngBn s dng sn phm no di y ca VNG?Zing NewsZing MP3Zing Chat 32. III. Conducting a survey 12Step 345Check the questions Do the respondents understand the surveys objective? 33. III. Conducting a survey 12Step 34Check the questions Do the respondents feel comfortable answering the questions?5 34. III. Conducting a survey 12Step 3Check the questions Is the wording of the survey clear?45 35. III. Conducting a survey 12Step 345Check the questions Are the answer choices compatible with the respondents experience in the matter? 36. III. Conducting a survey 12Step 345Check the questions Does the survey require the respondent to think too long or responding?Which items produce irritation, embarrassment, or confusion?Do any of the questions generate response bias?Do the answers collected reflect the purpose of the survey?Is there enough diversity in the answers received?Is the survey too long?. 37. III. Conducting a survey 12Step 345Check the questionsJust do a PILOT TEST with a friend, colleague, family member who is a target user. 38. III. Conducting a survey 123Step 45Prepare to launch Consider about the response rate:Number of complete surveys= Number of paticipants contactedResponse rateE.g. Completed: 40 Contacted: 100 Response rate = 40% 39. III. Conducting a survey 123Step 4Prepare to launch Acceptable response rate :50% adequate, 60-70% good to very good80% good40% average, 50-60% good to very good30% average80-85% good5 40. III. Writing a survey 123Step 4Prepare to launchDont forget bring themthe gift as rewards 5 41. III. Conducting a survey 12Make the report34Step 5 42. III. Conducting a survey 1234Step 5Make the report Focus the objectives of the survey and result. Analyze and make recommendations. 43. IV. Experiences1.Good vs. bad questions2.Our experiences 44. IV. Experiences 12Good vs. bad question1. Be brief: Keep questions short and ask one question at a time. E.g.: Bad: Bn thy giao din trang ny c d nhn khng, b cc c hp l khng?Good: Bn thy giao din trang web ny nh th no? 45. IV. Experiences 12Good vs. bad question2. Be objective: Pay attention to the neutrality of the words. E.g.: Bad: Trang web chng ti va c mt tnh nng Tm kim rt tin dng. Bn c thy th khng?Good: Bn thy tnh nng Tm kim mi ca trang web ny th no? 46. IV. Experiences 12Good vs. bad question3. Be simple: use language simple in both words and phrases. E.g.: Bad: Bn c thng download client game, wallpaper v screenshot trn trang web ny khng?Good: Bn c thng ti game, hnh nn v hnh trong game trn trang web ny khng? 47. IV. Experiences 12Good vs. bad question4. Be specific: Avoid things that are too general, too complex or undefined.E.g.: Avoid: thng thng, ni chung, i loi, hay 48. IV. Experiences 12Good vs. bad question 5. Some other writing guidelines:Use legible questions Use relevant questions Use painless (less amount of effort) questions 49. IV. Experiences 12Our Experiences Choose the right place to survey Choose Monday to survey. Be open and natural with the user Need to put tracking code to Take the survey and Submit button to calculate the response rate. Use the same device on a person. 50. V. Surveys apply in WO 1.In Usability Testing2.In choosing homepage design3.In website review 51. V. Surveys apply in WO 123In Usability Testing 1) ASQ (After-Scenario Questionnaire)EffectivenessEfficencySatisfaction 52. V. Surveys apply in WO 12In Usability Testing 2) Expectation MeasureBeforeAfter3 53. V. Surveys apply in WO 123In Usability Testing Expectation Measure (cont.)AfterBefore 54. V. Surveys apply in WO 123In choosing homepage design QUIS (Questionnaire for User Interface Satisfaction) 55. V. Surveys apply in WO 123In choosing homepage design QUIS (Questionnaire for User Interface Satisfaction)(cont) 56. V. Surveys apply in WO 123In choosing homepage design QUIS (Questionnaire for User Interface Satisfaction)(cont) 57. V. Surveys apply in WO 123In website review 1) SUS (System Usability Scale) 58. V. Surveys apply in WO 123In website review SUS (System Usability Scale) (cont.) 59. V. Surveys apply in WO 123In website review 2) USE (Usefulness, Satisfaction and Ease of use) 60. V. Surveys apply in WO 123In website review USE (Usefulness, Satisfaction and Ease of use) (cont.) 61. V. Surveys apply in WO 123In website review USE (Usefulness, Satisfaction and Ease of use) (cont.) 62. V. Surveys apply in WO 123In website review USE (Usefulness, Satisfaction and Ease of use) (cont.) 63. VI. References 1.SurveyMonkey: Smart Survey Design (2008)2.Measuring the user experience (2008)3.A project guide to UX design (2009) 64. Thank you Survey will make user HAPPY!!!