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The world of social media has brought about a myriad of opportunities to stay in touch, connect with old friends, make new friends, and yes, to share news about the products and merchants that make our lives better.
Situation: As a national leader in your field, you understand user experiences may vary based on their roles and functions of using the site or product. For better insight into the needs and pressure points of the site and gather ideas on how to address those concerns, you would like to do some usability testing in California , Texas, and New York but as usual, you have a strict budget and a short time frame to complete a study. What should you do?
A survey that offers continuous, real-time customer comments is a very valuable resource.
Companies who deploy a site intercept survey on their website and collect survey data for an extended time find this affords them extensive opportunities to improve their site.
Rather than trying to understand what your site visitors want, need or expect from your site within the confines of a brief window of time, consider tracking their responses over a full year of data collection.
The benefits of such a program?
"Is the sweater I'm sending my daughter going to arrive in a gift box? I have no way of knowing what the gift-wrap looks like."
"If I want to send 3 items to my dad, is each item going to be individually gift-wrapped?"
"It's not clear how I can add a personal note to go along with the gift to my mom."
"I don’t want the invoice to show pricing on it when my friend gets the gift. But there's nothing on the site to tell me how that would work."
"Would a gift receipt be included with the shipment?"
Online surveys can be a valuable and effective part of your research efforts. Often used as a way to gather quantitative data, online surveys provide the means to gather participant demographics, opinions and ideas. These surveys are self-administered and provide an alternative to using a more structured, moderator-based methodology.
Last year, we conducted a Webinette that demonstrated some Do’s and Don’ts with creating online surveys. This year, we are providing similar guidelines (with more detail) in this month’s newsletter article.
With the constant evolution of smart phones and mobile devices, users are expecting more efficient and intuitive functionality from mobile websites. This is especially true for those mobile sites designed for touch screen devices.
In a past article (March 2010, Volume 38), we compiled best practices for online checkout, based on our vast experience with lab-based user experience research projects for e-commerce sites. We believe incorporating best practices whenever possible helps improve the overall customer experience of the checkout process.
A new year is upon us, and perhaps you’re thinking it’s time to size up the competition and dominate your space. At Usability Sciences, one of the services we offer is the Comparative Test. We use this methodology anytime our clients want to find out where they stand among the competition, and more importantly, formulate a strategy for their next move. This article explains methodology, how to get the most value out of it, and when it’s appropriate to use.
You have decided to conduct international usability research. Great! Now where exactly should you start? This article outlines some things you will want to keep in mind as you plan for your international test.
How does your brand measure the health of your relationship with your customers? If you answered: “Satisfaction,” then you are not keeping up with the latest in metrics fashion. Trust is the new black of brand metrics, and here’s why.
Digital thought leaders are calling the times in which we live the Relationship Era of marketing. They reference the need for Trust Agent networks. They insist that brands must now communicate touchpoint by touchpoint, on a personalized, one-to-one basis, building trust with every encounter.