Creating an in-house UX Lab. Shop Direct

1. Lorna Kenwright
Senior User Experience Designer
Creating an in-house UX Lab @LornaKen

2. Creating an in-house UX Lab @LornaKen #NEDev

3. Creating an in-house UX Lab @LornaKen #NEDev
Integration and
consolidation
Catalogue to
etail capabilities
Vision for world
class digital
Dec ‘13
84%
TRANSFORM A
CATALOGUE BUSINESS
INTO A WORLD CLASS
DIGITAL RETAINER

4. A User Experience lab is…
A place for Usability testing
It’s a home for the customer
Facilitating user-research
Inspiring world-class design
@LornaKen #NEDev

5. Why build an in house UX Lab?
@LornaKen #NEDev

6. The evolution of UX in Shop Direct
2009
No user testing
2010 – 2011
Subcontracted
validation lab study
1-3 times per year
2011 - 2012
Internal user testing
1 per month
No proper facility
2013
Hire facility to
conduct testing
1 per month
2014 - present
State of the art UX Lab at
the core of the business
1 Lab study every
other week
@LornaKen #NEDev

7. @LornaKen #NEDev

8. Creating an in-house UX Lab
Copyright & Confidential
@LornaKen

12. PR & Visits @LornaKen #NEDev

13. Improved mobile header
A B
@LornaKen #NEDev
Successful lab studies

14. Error messaging
@LornaKen #NEDev
Successful lab studies

15. Persuasive messaging
@LornaKen #NEDev
Successful lab studies

16. Spaces in phone number
@LornaKen #NEDev
Successful lab studies

17. 1st Birthday

18. Thank you
Questions?
@lornaken