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:

Meet UserZoom

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All-in-One Software Solution to Cost-effectively Measure the Digital Customer Experience and

Conduct Remote User Testing

Meet UserZoom

• Increase conversion rates by conducting cost-effective UX

research, remote usability testing and voice of the customer

studies

• Test any web-based products (live or prototype) and mobile

apps, on a unified software platform.

• Founded in 2007; launched SaaS platform in 2009

• Our mission: To go beyond the Lab!

• International company: Silicon Valley, Spain, U.K., Germany

• > 200 Enterprise customers, 50% of Fortune’s Most Admired Brands

Highlighted Customers

Why is UserZoom Unique?

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1) Cost-effective• No moderation needed• Automated data analysis

2) Agile & Efficient• Build studies and gather

feedback in days

3) Qual + Quant• Success rates, time on task,

behavior, video, audio, heatmaps, verbatims, dendrograms, etc.

4) Easy Recruiting • Geographic representation• No travel needed

5) Feature Rich• More flexible,

customizable, robust, versitile than others

6) Team & Service• Hands-on, highly

experienced Customer Success Team

• 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

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Agenda

1. UX as a strategic differentiator2. What every CEO is trying to figure out - HOW to

make UX a differentiator3. 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?

ProcessesIdea

Evaluation UX research required? Yes

Use existing solution?

No

Yes

NoNew Solution

No

Prioritization– Estimates, Business Requirements, UX Methods / Resources

Type

of p

roje

ctAppropriate UX

Methods

Informed Decisions

Day-to-Day Day-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.Presidentjeff@balancedexperience.com608.658.2878

UserZoomwww.userzoom.com866.599.1550

Twitter: @userzoomLinkedin: https://www.linkedin.com/company/userzoom