Craig Spencer gave an overview of his experience using UserZoom: 1) He has used UserZoom at various companies like Betfair, Guardian, and Tesco for mobile product development from prototyping through beta testing. 2) At Tesco, he used UserZoom to test concepts and flows for redesigning their Clubcard mobile experience through remote usability testing with high and low fidelity prototypes. 3) Findings from UserZoom helped validate solutions and informed decisions about which changes to implement based on how real users interacted with prototypes in context on their own devices.

1. Craig Spencer
UserZoom Presentation
Developing Mobile Products with UserZoom

2. Overview
10 :00
The next 30 minutes
Quick background & UserZoom usage
From : Betfair, Guardian, Tesco . . .
Clubcard Digital Evolution
Notes : Prototyping through to Beta
Lessons Learn’t
Fw : Get the most out of UserZoom

3. Bit of Background . . .
1st

4. Background
Where I’ve worked

5. Background
Using UserZoom
One of the first
UserZoom Uk
customers
Used in Next
Generation Web &
Mobile development
Spreading the word!
Gaming Media Retail

6. Background
UX Researchers
Qual

7. Background
UX Researchers
Qual Quant

8. Background
UX Researcher Evolution
The necessity to measure the user experience
The rise of BIG data & quantitative driven organisations
Qual
Quant

9. Background
Where does UserZoom fit in?
EvaluativeFormative

10. Background
Where does UserZoom fit in?
Formative
Capturing “in the moment” behaviour and usage on
Mobile (Video Question).
Mobile surveys (simple) but awesome responsive layouts.

11. Clubcard Evolution

12. Testing flow
Clubcard Evolution

13. Concepts
Clubcard Evolution
Will test with both high and low fidelity prototypes

14. Testing flow
Clubcard Evolution
This is not a “one way” flow, parts of our mobile experience are often
reworked in response to testing

15. Testing flow
Our Lab work (C-RITE) frequently surfaces issues, sometimes
the fix is straightforward and easy to implement
Sometimes we have several solutions and the Product Manager
& UX need to know which one to iterate and implement
Clubcard Evolution

16. Testing flow - Product Manager
We need to get it right! So
Craig are we confident that
we are making the right
changes for the right
people?
Clubcard Evolution
You need to be agile and iterative, but you also need to get it right!
No PM wants a 1* rating in the app stores on launch.

17. Testing flow - context
Getting the product into the hands of the user quickly is important
Getting the product into as many users hands as possible, as quickly
as you can has huge benefits.
Remote testing allows for the application to be tested and
evaluated in context (where users take and use their mobile device)
Clubcard Evolution
We always test to see whether there are differences in our
Android & iOS applications (particularly navigation)

18. Findings (remote task based)
Clubcard Evolution
Video feedback from customers gave depth to their problems

19. Quant Validation
UserZoom - super important for quant validation
Check out Jeff Sauro for guidance
Clubcard Evolution

20. Testing flow - Beta & Release
True intent for Apps - A great SuperPower!
Need to take tech on the journey with you
Clubcard Evolution

21. Key Learnings

22. Key learnings
Things to think about . . .
• Building a simple remote evaluation still takes time (don’t recreate the entire app)
• Mobile HTML prototypes can often look and behave like apps
• You need the skills in order to make use of the tool (researchers importantly)
• You need a good prototyper - “Smoke & Mirrors” with some stability
• Don’t test minutia in UserZoom - test fundamentals (not optimisations)
• As you scale up and do more studies think about sample and panel availability

23. Key learnings
Getting the tool used . . .

24. Thank you . . .
1st
craig.spencer@uk.tesco.com
UX Research Manager, Tesco