May 30, 2018
Independent study shows how enterprises can substantially improve researcher productivity to conduct more, and better, user research with the goal of improving their user experience through a partnership with UserZoom.
UserZoom today announced the results of a commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting on behalf of UserZoom, examining the return on investment (ROI) enterprises may realize with UserZoom’s comprehensive user research software, professional services, and participant sourcing for user experience (UX) researchers and product teams.
Forrester’s interviews with four existing customers and subsequent financial analysis found that organizations can expect a 537% ROI with total benefits of $2,253,297 over three years, and an investment payback time of under 6 months.
Forrester took a comprehensive approach to evaluate the impact that UserZoom had on these enterprises. Specifically, it interviewed UserZoom subject matter experts, Forrester analysts, and four enterprise organizations currently using UserZoom and constructed a financial model representative of the interview using the TEI methodology. The objective of the framework was to identify the cost, benefit, flexibility and risk factors that affect the investment decision.
Forrester interviewed Cisco and three other enterprise organizations who understand that user experience is essential to their long-term success, but struggled with several key challenges:
To address these challenges, these organizations searched for an innovative user research solution that could: provide a comprehensive platform with advanced capabilities such as user videos, click tracking, heat maps, surveys, and benchmarking; enable researchers to conduct concurrent studies with less effort and enable non-researchers to conduct studies; automate aspects of quantitative analysis and reporting with visual reports and dashboards; reduce the time required for qualitative analysis with tagging and exporting of user video highlight reels; and a solution that could act as a partner and provide flexible professional services to augment internal resources.
“Our researchers could not handle the volume of research we need without UserZoom,” said the Head of Consumer Analytics at one of the organizations interviewed. “So we would have to turn to expensive outsourcing deals to get the work done.”
The interviews revealed that without UserZoom, researchers could not have completed the quantity or breadth of research their organizations needed. The UserZoom investment led to several key results, including:
FORRESTER TEI of USERZOOM