how to conduct ux benchmarking studies your own site over time + competitors | userzoom

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How to Conduct UX Benchmarking Studies with UserZoom

www.userzoom.com

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• 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

Quick Housekeeping

Continue the discussion using: #LearnRemoteUX

How to Conduct UX Benchmarking Studies

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Meet Your Speaker

Ann Rochanayon

Sr. Director of CX / UX Research

UserZoom



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The #1 Platform toTest, Measure & Monitor User Experience

Our all-in-one Enterprise solution make UX research & testing cost-effective, agile and easy

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• What is UX Benchmark

• UX Benchmark Benefits

• How to set up a UX Benchmark study– Define goals– Determine the study design– Determine the participant profile– Define the Key Performance Indicators– Set up a study in UserZoom– Recruit participants

• Results

• Sneak-peek into UserZoom’s UX Benchmarking Solution –Xperience360

• Q&A

Agenda



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• Compare your site against

competitor sites OR against itself

longitudinally over time in relation

to UX metrics

• Provides a snapshot of how your

site is doing compared to a

particular standard at a specific

point in time

What is a UX Benchmark?



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UX Benchmark Benefits



Measure how well your site is meeting the needs of your users

Understand how your site stacks up against the competition

Gain competitive insights on what’s working well for your competition & what isn’t

Determine strengths and weaknesses of your site

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Define the goalsWhat do you want to learn from the benchmark?

What will you do with the research findings?

How to Benchmark


Determine the participant profileWhat is the demographic profile of the target audience?

Will current customers or prospects be recruited?

Do you have profiling questions or a screener from prior

research?

Will the data be segmented for further analysis?

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Determine the study designWhat key tasks will be tested?

Which competitors should be tested?

What types of devices will be tested?

(e.g., desktop, smartphone, tablet)

What type of study design –

between or within subjects design?

How to Benchmark



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Study Design– Between SubjectsParticipants will evaluate only one site

How to Benchmark


Screener

Task 1: Find a product

Task 2: Customize the

product



product

Initial Questionnaire


Final Questionnaire

Final Questionnaire

Screener



product



product



Final Questionnaire

= Site A = Site B

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Study Design - Within SubjectsParticipants will evaluate both sites

How to Benchmark


Screener



product



product


Screener



product



product


Final Questionnaire

Task 1: Wrap-up

Task 2: Wrap-up

Final Questionnaire

Task Wrap-up

Task Wrap-up

= Site A = Site B

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Define the Key Performance Indicators

(KPIs)What KPIs should be captured?

• Task success

• Time on task

• Ease of use

• Satisfaction

• Net Promoter Score (NPS)

• SUS (System Usability Scale)

What additional metrics

should be included?

• Brand perception

• Brand attributes

• Conversion / Call-to-action

How to Benchmark



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Setting up a Competitive Benchmark Study in

UserZoom

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Recruit

participants

How to Benchmark



Invitation link in an email

from a

panel provider Allow 1 – 2 weeks depending on

sample size and demographic

criteria

Intercept from a websiteTiming depends on site traffic and

desired sample size

Monitor results during

fielding process

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Online Reporting in UserZoom

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UserZoom’s Xperience 360 Benchmarking

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The 1st turnkey solution to measure, benchmark and monitor the experience consumers have with your digital products over time, across devices, channels and against your competitors.

Meet UserZoom’s Xperience 360!


Xperience 360 includes Measures of customized business-critical

UX-related KPIs

Access to results based on direct user behavior and feedback

Monitored on a quarterly basis

Unique online ‘in-the-wild’ UX research method (unmoderated testing)

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Introducing UserZoom’s qX Score• A single measure to

summarize overall quality of user experience & usability.

• Quickly understand the User Experience longitudinally over time

• How you stack up against your competitors

72qX Score

Task effectiveness Task efficiency Net Promoter Score (NPS) Ease of use Pre and post brand perception Trust Etc.


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Q1

• Baseline qX Score:

• Effectiveness & Efficiency

• Satisfaction• Conversion

Metrics• NPS, Brand

Perception..

Q2

• Comparison qX Score:




Perception..

Q3





Perception..

Q4





Perception..

Measure, Benchmark & Monitor UX continuously

across devices - multichannel

& over various competitorswith your target

audienceat scale with statistical significance


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Cost-effectively monitor company UX performance, manage change

Gain an independent perspective (direct from end users and

consumers) about how well your digital product performs over time

…As well as compared to other companies

Set performance expectations

Clearly identify specific areas of opportunity, prioritize improvement

Validate design assumptions

Benefits of Xperience 360


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Engagement Model & Pricing

We offer access to the data and reports through a yearly subscription.

UserZoom takes care of everything!

1. Creating the studies2. Recruiting participants3. Launching & collecting data4. Analyzing results5. Generating reports

Pricing varies according to scope. Starting at $55k


REQUEST

A

SAMPLE

REPORT!

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6 Takeaways from today’s webinar

UX is more important than ever, now clearly associate with financial success.

But you must measure it in order to manage it

How do you measure UX? Competitive UX Benchmarking

With new cloud-based, online testing solutions and methodologies allow

cost-effective data collection

Brands can now measure, benchmark & monitor UX of their digital properties

continuously, across channels, and against top competitors

Competitive UX Benchmarking = HUGE competitive advantage

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Outranking Your Competition with UX Benchmark Studies

Questions


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Need more info?

More info, resources & sample benchmarking studiesuserzoom.com/ux-benchmarking-and-measurementuserzoom.com/competitive-ux-benchmarking

Contact us

UserZoom1054 S. De Anza Blvd. Cupertino, CA Toll free number: (866) 599 1550

www.linkedin.com/company/userzoom@UserZoomFollow us

For sample UX

Benchmarking reports,

visit

Userzoom.com/req

uest-sample-report

how to conduct ux benchmarking studies your own site over time + competitors | userzoom

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