1. www.userzoom.com
Special guest
Quality products & services for
Online User Experience Research
Webinar, August 19th

2. www.userzoom.com
Welcome! Here’s an overview of today’s webinar:
1. Brief UserZoom company presentation
2. About unmoderated remote UX research About 30 mins
3. About UZ Self-Serve Edition
4. Monster’s case study
5. Summary About 30 mins
6. Q&A

3. www.userzoom.com
In just 2 mins… Our ‘elevator pitch’
1. What is UserZoom and what do we do?
• International online market research firm, specializing in
user experience and usability.
• Help brands to better understand their online users, boost
website performance & improve business results.
2. How do we do it?
• Through a unique web-based software application
(called UZ Self-Serve Edition) that empowers UX
researchers & consultants to conduct highly
sophisticated online research.
• Offer both a self-service solution and professional
services.
3. Bottom line… Why should you work with us?
• You’ll be able to capture & measure the critical and
actionable data about your users’ online experience
and behavior that you need to manage your business.

4. www.userzoom.com
Highlighted clients

5. www.userzoom.com
Our position in the market
What does the market say about web research & analytics?
•Usability testing in the lab is great, but it has its limitations
•Web analytics tells you a lot about the WHAT, not the WHY
•Conducting international testing is expensive
•Benchmarking and measuring UX is more important than ever
•Other…
Highlight
#1
Overall conclusion:
Today’s Web Business Managers seek more sophisticated and innovative
research and analytics products to help them compete

6. www.userzoom.com
Strengths & weaknesses of some research methods
Test REAL tasks Large Samples Reason WHY Behavioural Data Natural Setting
Focus group
O O O O O
Usability labs
P O P P O
Online surveys
O P P O P
Web analytics
O P O P P
UZ Self-Serve
Edition P P P P P

7. www.userzoom.com
What is the value? How does it work?
 Automated (or unmoderated) online user experience research*:
1. A researcher predefines a study script
2. No human moderation needed (moderation through software)
3. Hundreds of users participate simultaneously
4. You ask them to perform tasks and answer follow-up questions
5. Participation from geographically spread locations (local & int’l) and…
6. …in their natural context (using their own PCs)
7. Results: usability metrics, user behavior and web analytics
Highlight
#2
Very cost-effective and fast research method

8. www.userzoom.com
This is basically how it works
1. Define your study 2. Launch study, collect 3. Analyze results &
data & monitor progress generate a report
 Choose the type of study  Invite users to participate  Perform advanced data
you want to conduct (or ask your visitors to do it) analysis
 Write your study script  Collect data automatically  Use filtering capabilities
 Choose the recruitment  Monitor the progress real-  Copy & paste results
method & audience time  Export automatically into
 Pre-test before launch Word or Excel

9. www.userzoom.com
What about user recruitment? Highlight
#3
Option 1: International panels*
• + 10 million users, spread across 37 countries
• Wide variety of profiles, great segmentation capabilities
• Strict, professional control and panel mgmt.
Option 2: Intercept method
• Ask users who visit the website to participate in a study.
• Insert a javascript in the page
* Partners of
Option 3: Private panels, mailing lists
• Can also work with private databases

10. www.userzoom.com
Versatility of UserZoom (research you can do)
Highlight
#4
• Our core: Online (remote) usability tests (task based)
• But also the tool allows for:
 Online Card-sorting exercises
 True Intent studies / online surveys
 Free / open search studies
 Abandon analysis
 Mobile interface tests
 And more…
• Test any web-based interface:
 Website
 Intranet
 Prototype
 Multimedia

11. www.userzoom.com
Task based studies: Real users attempting real tasks
Websites
Task instructions are shown here to remind users what
they need to do…

12. www.userzoom.com
Results
 Quantitative data:
Effectiveness, efficiency & satisfaction ratios, ease of use and other Likert
results are analyzed for statistical significance and correlations
 Qualitative data:
Lots of responses to open-ended questions, relative to each task
 Behavioral data:
Clickstream data and click-maps: Where did the participants actually go? Where
did they click to get there.
 User profile data:
Who are my users? What do they come to our site for? How do they perceive us?

13. www.userzoom.com
Quick tour of our tool: UZ Self-Serve Edition
• 100% hosted / on-demand solution Let’s take a
quick tour…
• It includes access to 2 apps:
1. UZ Manager (for project design management)
2. UZ Analytics (for data analysis)

14. www.userzoom.com
Easily create and manage your studies with UZ Manager
Fake data shown

15. www.userzoom.com
Fake data shown

16. www.userzoom.com
About our scripting capabilities
• Many advanced features and capabilities
• Task validation criteria
• Questionnaires tool
• Logic/branching & conditions
• Etc.
• Easy to use!
Highlight
#5

17. www.userzoom.com
Analyze results with UZ Analytics: UX ratios & responses
Fake data shown

18. www.userzoom.com
Analyze results with UZ Analytics: Survey results
Fake data shown

19. www.userzoom.com
Analyze results with UZ Analytics: Clickstreams per task
Fake data shown

20. www.userzoom.com
Analyze results with UZ Analytics: Clickmaps/heatmaps per page
Fake data shown

21. www.userzoom.com
UZ Analytics reporting & exporting capabilities
 Lots of actionable data  combination of usability and behavior
 Many advanced analysis features and capabilities
 Generate automatic reports (.doc, .html future release)
 Copy & paste capabilities
 Export raw-data
 Share results online
Highlight
#6

22. www.userzoom.com
International user experience study
Denise Nangle
UX Researcher

23. www.userzoom.com
Background
 Historically, Monster delivered incremental changes to UI
 Project REDUX was a redesign of the entire site, offering new
products and a new user experience
 We needed an objective method to evaluate the strengths and
weaknesses of this new user experience
 Solution? Userzoom remote, international usability study
 Kick off for US, UK, France, Germany and Netherlands studies in
January 2009

24. www.userzoom.com
Objectives
 Measure user satisfaction in 5 key markets
 Measure task success and efficiency and identify usability issues as
users complete common tasks
 Evaluate ease of use and likelihood of using Monster in the future
 Collect data on users’ likes as well as their pain points
 Compare results with past remote studies and develop benchmarks

25. www.userzoom.com
Methodology
 Recruited 250 participants per channel (total = 1250)
 Each participant completed 4 tasks; each task was followed by a
series of questions and a final questionnaire
 Collected clickstream data to generate heat maps, which provided
additional data on user behavior

26. www.userzoom.com
How Userzoom is helping Monster build a
better user experience
 Using large sample sizes across different markets, we identify
opportunities for improvement in a very short period
 We capture longitudinal metrics to demonstrate improvement over time
 We triangulate results with other sources of data (marketing studies,
web analytics, heuristic reviews, lab studies) to help product,
development and UX teams make informed decisions based on actual
data
 It showed us that less satisfied users are more specific in describing
what they’d like us to offer, and we take advantage of that information
when designing other studies
 When we bring a holistic approach to our research strategy and share
the entire user experience, we are building a better UX team

27. www.userzoom.com
Thank you, Denise!
Let’s do a quick summary and Q&A session

28. www.userzoom.com
Summary & highlights
1. Today’s Web Business Managers seek more sophisticated and
innovative research and analytics products to help them compete
2. Very cost-effective and fast research method
3. Various options for user recruitment
4. Versatility of our tool, research you can do
5. Great scripting capabilities, lots of control for the researcher…
6. …as well as analytics, reporting & exporting capabilities
Now on to the questions…..

29. Q&A Session
Would you like a demo?
Contact us and we’ll offer you a chance to see and try out our technology
Here’s our contact information
Alfonso de la Nuez Virginie Glaenzer Xavier Mestres
Founder & Int’l Business Dev Sales Manager, USA Founder & CTO / R&D
alfonso@userzoom.com vglaenzer@userzoom.com xmestres@userzoom.com
USA Office
 440 N. Wolfe Rd. - Sunnyvale, CA 94085 (USA) · [t] +1 (408) 524 7445
Members of Also in
Spain offices
London in
 Av. Diagonal 419, 3º 2ª - 08008 Barcelona - T. +34 93 414 75 54 - F. +34 93 368 42 95
Sep 09!
 Gran Vía 62, 7º Izda. - 28013 Madrid - T. +34 91 542 62 52 - F. +34 91 298 08 92
www.userzoom.com