How to Improve Your Company's UX Capabilities - Let Your Methods Drive Your Plan

1. Webinar:
How to Improve Your Company’s UX
Capabilities:
Let Your Methods Drive Your Plan
Jeff Horvath, Principal at Balanced Experience
#uzwebinar

2. Jeff Horvath, Ph.D.
Principal,
Balanced Experience
Speaker:

3. Meet UserZoom
3
All-in-One Software Solution to Cost-effectively
Measure the Digital Customer Experience and
Conduct Remote User Testing

4. 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

5. Highlighted Customers

6. Why is UserZoom Unique?
6
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

7. • 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
7

8. 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

9. Business Value of UX

10. UX is a Top Priority
April 2012 “The State Of Customer Experience, 2012 ”

11. UX as Strategic Differentiator
April 2012 “The State Of Customer Experience, 2012 ”

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

13. Strategy – too abstract

14. Three Layers
Methods
Processes
Org
Change

15. Three Layers
Methods

16. Start with Methodology

17. You’ve got to fit in

18. Connect with existing methods

19. Roles & Responsibilities

20. 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

21. One Size Does Not Fit All

22. 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

23. Staffing Models
10%
…of work load
…of head count
…of development budget
How much?

24. Staffing Model
What kind?
Customer Experience
Team
UX SMEs
Long-term
Project Support Team Day-to-Day
(co-located)(remote or co-located)

25. Training & Mentoring

26. Tools

27. Three Layers
Methods
Processes

28. 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?

29. Processes
Idea
Evaluation
UX research
required? Yes
Use existing
solution?
No
Yes
No
New Solution
No
Prioritization– Estimates, Business
Requirements, UX Methods / Resources
Typeofproject
Appropriate 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

30. Three Layers
Methods
Processes
Org
Change

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

32. 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.

33. Pilot Your Methods

34. Develop a Roll Out Plan

35. Find Some Friends

36. Have a Sponsor

37. Become Part of the DNA
UX
UX
UX
UX

38. Three Layers
Methods
Processes
Org
Change

39. 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