8 Ways to Share User Research Findings & Customer Insights

Now that your UX research has been synthesized and shaped into a compelling story backed by data — what’s the best way to get it into the hands of decision-makers (and the rest of the team)? 1. Repeat. Repeat. Repeat. What’s the saying about repeating something 7 times before it sinks in? True or not, … Continue reading “8 Ways to Share User Research Findings & Customer Insights”

4 Ways to Analyze Qualitative UX Research

After conducting 8 or more customer interviews, themes will start to bubble up. But often, there are many more smaller nuances — or even surprises — that remain hidden and need to be unlocked. To mine these gold nuggets, there can be an enormous amount of effort that goes into prepping qualitative, or unstructured, data. … Continue reading “4 Ways to Analyze Qualitative UX Research”

Inside My Toolkit: UX Research Apps & Tools

Here are the apps and digital tools that I most frequently use to communicate, conduct, and analyze UX research. SurveyMonkey I use this survey tool primarily as a screener for qualitative research  (e.g., interviews, usability tests).  Qualtrics For online surveys, I prefer to use Qualtrics for its powerful branching capabilities. Microsoft Suite I use Word … Continue reading “Inside My Toolkit: UX Research Apps & Tools”

Tackle UX Research Questions Using Triangulation

Outlier or gold nugget? To reduce risk, ensure two (or more) UX research methods derive the same results. Tackle research questions using multiple perspectives and methods. TYPE: Attitudinal or Behavioral Attitudinal Research Attitudinal research helps you understand how customers FEEL about a problem, solution, or experience. Examples:Social Listening, Text Mining, Collage Study Behavioral Research Behavioral … Continue reading “Tackle UX Research Questions Using Triangulation”

When to Use Which UX Research Method

With more than 50 UX research methods available, when or where in the design process is the best place to use them? First, what does your organization or team want to learn more about? Discovery & exploration User behaviors Navigation Content & labeling Design Usability & validation UX metrics Innovation Discovery & Exploration Research goal: … Continue reading “When to Use Which UX Research Method”

What to Do When A/B Testing No Longer Yields Results

Why aren’t people completing your lead gen form or buying? If you’ve been optimizing your landing pages and experimenting with marketing offers, but see flat or minimal gains, it might be time to talk to your audience and get inside their heads. There are several different ways to figure out why your landing page is … Continue reading “What to Do When A/B Testing No Longer Yields Results”

Create a Business Case Using CX Research

Use rigorous customer research to build your business case and solve customer experience problems. Create a CX Business Case In building a business case for customer experience, I use the following template to demonstrate how I will answer critical business questions. What is the business question and which research method is best to answer that … Continue reading “Create a Business Case Using CX Research”

6 User Research Questions to Ask & Understand Your Sales Funnel

There are 6 types of user research questions I typically ask my clients’ customers (or prospective customers) when I’m trying to better understand the sales funnel — or just one part of it. These questions can be modified for all types of user research studies: Website Users B2B Customers In-Store Customers Buyer Personas Customer Journey Maps When … Continue reading “6 User Research Questions to Ask & Understand Your Sales Funnel”

UX Is Everywhere, Even in User Research

User experience surrounds us. It’s built into every communication, physical and digital product, and environment — whether we plan for it or not. It’s even built into less visible and less obvious interactions. UX is everywhere. As a UX researcher, I come in regular contact with my clients’ customers. I see and hear their frustrations, … Continue reading “UX Is Everywhere, Even in User Research”

Why Steve Jobs + Henry Ford Are Wrong

Whenever I hear someone (mistakenly) attribute Henry Ford to the quote “If I had asked people what they wanted, they would’ve said faster horses” or perpetuate Steve Job’s “Never rely on market research” ideology — it makes me sad. Just because these quotes are famous, it doesn’t make them true. User researchers do not ask people … Continue reading “Why Steve Jobs + Henry Ford Are Wrong”