Our Process

One Last Question

User First doesn’t steer you into one service over the other depending on your budget. Rather, we discuss how we can support you in reaching your user experience goals by understanding your online and offline patterns. Our process strives to  create integrated strategies that help you get the 360 view or your customer’s experience.

Evaluation Phase

We start our process by first launching a website audit using clicksteam data sources to identify how online users interact with your website and how your business goals are being realized.  The audit facilitates the information necessary to then create usability test plan for:

• Identifying what the critical tasks are for testing
• Determining usability metrics and criteria for success
• Creating task scenarios for test participants
• Running a pilot test internally
• Developing participant persona’s within the user pool (ex: internet savvy vs non-internet user)

Conducting the Study

The goal of any usability study is to identify usability problems and collect quantitative data on participants’ performance.  User First  has partnered with several research vendors to recruit even the hardest to find participants. After the tasks have been approved, and the participants have been recruited, we then begin the study:

• The facilitator explains the test session
• Participants perform real tasks specific to website
• Participants are observed and recorded, targeting areas that are confusing, unclear, or misleading during the analysis stage
• Debrief the participants to get final thoughts, subjective feelings about the product, and suggestions for improvement

Analysis

Test results give you the verification that the elements that you are changing on your website will give you a lift in customer satisfaction and ROI. Whether we are doing an eye tracking or moderated study the data collected highlights patterns and trends that help us:

• Tallying up success and failures by each participants for each task
• Deep dive analysis to identify what the core root causes were for the failures based on actual observations
• Make recommendations to fix the problems identified
• Create a continuity plan to monitor changes

To learn more about us process for a particular services schedule a call or visits our blog.