Customer Experience
The ABOUND program helps team do this.
What is scale, or democratize research, or build a culture of empathy.
The definition is for research to be very prevalent and an empowered research org to be in great plenty.
True or false. You should never ask a customer a closed question.
False.
Closed questions help you get answers quickly and efficiently and allow the questioner to remain in control.
What is easily connect and engage with panels of their own customers and prospects through the UT platform. UT onboards, engages and manages your panels - you focus on gathering insights.
This is a type of longitudinal study that collects qualitative information by having participants record entries about their everyday lives about the activity or experience being studied.
What is a diary study?
True or false. UserZoom offers easy mobile app testing.
False. They don't.
The ____ is the point of human-computer interaction and communication in a device. This can include display screens, keyboards, a mouse and the appearance of a desktop. It is also the way through which a user interacts with an application or a website.
What is User Interface or UI?
Preparation, Meeting Mechanics, Relationship, Credibility, Style, Customer Needs, Open-Ended Questions, Probing Questions, Confirming Questions.
True or false. When you're creating a study in UserTesting, you first need to title your tester group. The title is viewable to testers.
What is false? The title is not viewable to testers.
This is a usability technique for evaluating the findability of topics in a website. It is also known as reverse card sorting or card-based classification. A large website is typically organized into a hierarchy of topics and subtopics.
What is tree testing?
These are the 6 teams that may be involved in executing part of the New Customer Playbook.
What are Sales, CSMs, Onboarding Specialists, RMs, SCs, PS?
These are some of the cons / common challenges faced by organizations where everyone does some research.
Researchers are out of the loop of what teams are doing. Without guidance, designers struggle to get quality insights.
These are three things you want to do to ensure you effectively wrap up a meeting.
(1) Be mindful of time and never assume your customer has time go go over, (2) Use confirming questions to summarize what was reviewed during the meeting, (3) Specifically review what commitments were made, (4) Always thank the attendees for their time, (5) Send follow up ASAP
When creating a study in UT, this should be captured in the Scenario field.
What is the frame of mind or mindset the participant should have for the test?
Per the the Finding Value / ROI session, studies launched by Performance Optimization Teams are about getting the message and getting through the funnel. List three studies commonly deployed by these teams.
What are A/B, Preference, Usability, Preference, Prototype, Messaging, Navigation, or Competitive?
Name three out of the five female icons used as the group inspiration of each DemoMasters group.
Who are Serena Williams, Princess Diana, Oprah Winfrey, Dolly Parton, Beyonce?
The ABOUND program is an acronym - name one of the letters and what it stands for.
A — Assign roles & responsibilities
B — Build insight collection into your process
O — Offer training or certifications for various roles
U — Utilize common use cases and templates to empower others
N — Nurture development through coaching and guidance
D — Decide how Insights will be stored and shared
Role Play: Respond to this statement:
"UserZoom has flat prices with unlimited seats."
Your answer: Look out for the hidden gotchas
One test live at a time -Your team has to compete, $19k per additional test slot
Extra per-tester charges for unplanned demographics
Extra charges for features that should be standard - Mobile, international
Poor quality product (speed,
stability, ease of use)
What is beginners that value speed get fast feedback with limited research support and budget without having to watch hours of video?
Gather human insights at every stage - list four stages of product development we commonly reference here at UserTesting.
What are discovery, design, development, monitor?
What are revenue growth, leads, acquisition costs, customer lifetime value, web metrics, funnel conversion, email performance, social media performance, inbound marketing ROI, or brand awareness/recall?
These are the two main ways UX research teams are strucutred.
What is a centralized research team that takes request and a decentralized research team where each project has a researcher embedded?
Name and discuss one of the key lessons learned covered in the DemoMasters: Lessons Learned session.
What is use slides 99% of the time, share sound properly via Zoom, make it a continuous conversation, strong CSM intro is a game changer, find the balance between showing what's most relevant and broad UT capabilities, use prebuilt draft when showing how to submit a study, be strategic about teeing up highlight reels, use the power of broader UT team as much as possible, don't hesitate to challenge customer with relevant thought leadership, tailor to the customer as much as possible, close with strong follow up value story, make it personal, be creative, be your genuine self?
Name 5 of the 14 participant demographics available when creating a study in the UserTesting platform.
Age, gender, industry, job role, countries, social networks, parental status, household income, employment status, company size, job level, web expertise, web browsers, language
This is a qualitative method where researchers observe and/or interact with a study's participants in their real-life environment.
What is ethnography?
These are the four value drivers covered in Steve Black's Identifying Value and ROI session.
What are drive business growth, innovate faster, reduce costs, and reduce risk?