How a UX researcher collected data from hard-to-recruit users and proved the value of UX

Leading healthcare IT provider: how they prove the value of UX as part of the PDLC

Find out how you can also get timely and actionable insights on your users!

Tech giant invests $3million in attitudes and usage testing (A&U)

Customer Experience Management (CEM) has become a critical differentiator in today’s global marketplace. This case study examines how a leading Bio-Tech used UserZoom to launch its re-designed website with a focus on improving customer experience in global markets.

Bio-Tech uses insight to deliver a better global website experience

This leading Healthcare Benefit provider reorganized several disparate units into a single digital practices team consisting of UX researchers, UX designers, general graphic designers, and a usability team including a lab at the company’s headquarters. They needed a solution to turn around usability testing around quickly, that could help test on targeted segments of users.

Fortune 50 Healthcare Benefits provider transitions to Agile UX testing

This Fortune 100 IT Company uses UserZoom to manage the experience design and strategy for its web-conferencing solution’s marketing website.

Fortune 100 IT company effectively designs with quick iterative testing

Recently, UserZoom had the pleasure of speaking with Pablo Sanchez Martin, long-time UserZoom customer and former VP, Mobile Design and UX architecture at JPMorgan CHASE, the largest bank in the United States by assets. Pablo has also worked collaboratively with UserZoom, while being a part of organizations such as U.S. Bank, Hewlett-Packard, and Monster.com.

UX Director interview:  you always want UserZoom by your side

As an organization that cares about customer experience, the e-commerce company wanted to make it easier for people to serve themselves online instead of having to call the call center.

International Ecommerce company: reducing customer support calls

The company featured in this case study is a national leader of health benefits offering a broad range of health insurance products and related services. 

Fortune 100 Healthcare company: meeting complex user needs

This Fortune 500 financial organization is committed to optimizing the user experience by informing the design of new sites and apps.

Fortune 500 Financial organization: gathering data in a fraction of the time

The company featured in this case study is a global e-commerce company that offers an online platform to help individuals and merchants around the globe engage in online and mobile commerce.

Global Ecommerce company: benchmarking its mobile experience

Our customer is a Fortune 100 scientific solutions company with billions in sales and customers all around the world.

Fortune 100 Science Solutions manufacturer: insights from hard to reach participants

RS Components (RS), the trading brand of Electrocomponents plc, the world’s leading high service distributor of electronics and maintenance products, uses UserZoom to undertake UX research on its customers’ purchasing experience.

RS Components: increasing conversions through rich customer insight

Shop Direct is the UK’s leading multi-brand digital retailer, with annual sales of £1.7 billion. Its digital department store brands include Very.co.uk, Littlewoods.com, and isme.com and receive an average of 880,000 website visits every day.

Shop Direct: aligning UX metrics with business goals

Bupa is a leading international healthcare group that serves over 22 million customers in more than 190 countries.

Bupa plans ahead using quantitative & qualitative data

UserZoom provides a one-person UX team with the scalable insights they need. 

Yodlee: How UserZoom empowers a UX team of one

ING Spain recognized users struggled to self-serve, driving higher costs reduced profitability, and poor customer satisfaction.

ING Spain - rapidly researching to improve the digital experience

Discover how the BGL team used a mix of UserZoom methods to optimize the customer experience

BGL: How UserZoom helps gather information for better informed decisions

Discover how we enabled RB to skip the manual work and get instant results.

Reckitt Benckiser: boosts conversion rate by 20% with UserZoom

Marie Pitcherella and Victoria Walters on building a UX research practice at Frontline Education

Frontline Education: "We need to empower people to make good decisions"

FlixBus is Europe’s largest intercity bus network, helping over 100 million people reach their destinations.

Flixbus: how they boosted mobile app install rates across the globe

With UserZoom, Lenovo was able to get a holistic view of their customer journey from researching a product to post-purchase support. By using the video data and open data, UserZoom uncovered not only what happened during the journey but also why.

Lenovo: evaluating the end-to-end customer journey

As the leading online employment solution, Monster needed to perform usability tests on its new global website to deliver an unrivalled digital experience.

Monster: evaluating the strengths and weaknesses of a new user experience

During one of our webinars, Deborah Torres, Sr. UX Research and Ops Manager at Paypal, shared how UX research is done at PayPal.

PayPal: increasing credibility & confidence with multiple research methods

MoneySuperMarket Group is the largest price comparison website in the UK. Operating via three brands, MoneySuperMarket’s business is dependent on offering consumers compelling choices that save them money.

How MoneySuperMarket used insights to drive change across an industry

How to accelerate out of 2020 as fast as possible while learning from the challenges it presented

Out of the flames: Seven digital experience lessons to inform your 2021 strategy

Make pop-ups that convert, but DON’T drive your visitors away.

How to create pop-ups that don’t suck

In the digital-assistant war, the winner will be the device that is compatible with the most.

The UX of IoT: why compatibility is essential to user experience

How news websites can increase engagement through the user experience.

Hook smart: seven UX lessons on reader retention for news websites

Your UX research tasks are works of art – use the best frame possible!

The importance of proper ‘framing’ in UX research

Handling the sheer volume of requests from multiple teams asking for your UX expertise.

How to manage user research priorities when you have limited resources

Recommendations for building an intranet that employees actually find useful.

Improving the employee experience: how to build a usable internal web portal

Mobile first, but what should you design for second?

We asked our community of UX experts for their favorite resources.

24 expert recommended UX content, courses and communities

The benefits of integrating the user experience into everything.

Paul Boag on ‘How to Work Collaboratively on the User Experience’

Joachim Farncombe, Digital Product Owner at Friends of the Earth talks GDPR.

Interview: How Friends of the Earth is UX testing for GDPR

Quantify the impact of UX research efforts on the business KPIs.

Great UX leaders measure experience consistently and quantitatively

How to maximize user research when the clock is ticking.

Four senior UX leaders on how to optimize research under time constraints

Senior researchers offer their tips on recruiting hard-to-find participants.

How to recruit niche or hard-to-reach demographics for user research

Understand visitor behaviour in the small details. 

What are micro conversions and why should you be tracking them?

Other reasons to run benchmarking studies that will help you raise the profile of UX 

Three reasons to run competitor benchmarks that have nothing to do with UX

Alfonso de la Nuez on ‘Why and How to Democratize UX Research’

How to remain user-centered while balancing competing voices.

28 expert opinions on user-centered product management

There’s a great opportunity right now to produce copy that really immerses your users.

Longform in lockdown: why short content isn’t always best

User research consultant and author, Steve Portigal, discusses 15 years on the research frontline.

Interview: Steve Portigal on user research war stories in the field

Katja Borchert & Pietro Romeo from FlixBus reveal their user research successes

Claire Dracott, Deputy Head of User Experience at News UK reveals what they've learned about Agile.

Six things News UK learnt about running user research in Agile

Lee Duddell, UserZoom’s Senior Director of UX Research, is here to help. 

Common mistakes rookies make when testing (and how to overcome them)

Optimising conversions can also be about the smaller details.

How microcopy can help you optimise conversions

The modern gaming industry is a force to be reckoned with.

What makes gamification a powerful tool in user experience?

Investigating the number of statistical analyses to run and how we should then adjust the p-value accordingly.

Demystifying Statistics: Why and how we adjust the p-value for number of tests run

The results of our 2018 State of UX survey are in! 

Securing resources and budget is the top challenge facing UX teams in 2018

Emails need to work hard to catch the user’s attention and communicate messages effectively.

Nine tips for improving UX in marketing emails

Go deeper into research. Focus more on the problem than the solution.

Career advice for UX designers, from Aarron Walter

You may know your users, but do you know your stakeholders as well?

Great UX leaders engage their stakeholders

Get organized and ease your customers' frustrations.

How to optimize Interactive Voice Response (IVR) design with user research

'Mobile first’ is reaching its zenith, so we’ll soon need to start thinking ‘mobile only’.

Mobile first: Where UX designers are still going wrong with dynamic sites

Can we always guarantee that our users are the people we’re actually targeting? 

What are anti-personas and why are they important?

How to integrate the ability to halt an experience before it gets any worse.

Andon Cord: How to deal with the failure of UX

UX Insights are supercharging A/B Testing programs!

How to improve A/B testing with UX insights

The importance of webform UX: five brilliant user-friendly examples

The results of our 2019 State of UX survey are in! 

70% of enterprise CEOs see UX as a competitive differentiator

Can change management help your company survive users’ negativity to changes in your digital product?

Fighting the nope: How to overcome users’ resistance to changes in your UI

Why you shouldn’t adopt a design trend just because everyone else is doing it.

The trouble with mega drop-down menus and what you can do differently

You can’t make a decision if you don’t know what your options are.

A product manager’s guide to making design decisions

How gaming can be a major digital inspiration for UX design.

Gaming the system: Five things UX designers can learn from video games

How healthcare organizations are using UX research to rapidly adapt and hit business goals.

Four ways the healthcare industry is transforming digital experiences

Let’s explore the challenges of punctuation in digital interfaces and offer some recommendations.

To punctuate or not punctuate? That is the UX writing question

How can brands pinpoint what to change when selling on eBay or Amazon?

How brands can optimise their Marketplace presence with UX insight

Discussing the difference between actual AI and high-tech probability algorithms.

The ‘Mass Effect’ effect: why you shouldn’t oversell the capabilities of AI

Bridge the gap between online and in-store retail.

How online retailers can use AR to improve UX

Business success depends on CX and UX working together to create consistently exceptional experiences.

Grubhub and Round Table Pizza: Why CX and UX must work together

The pros, cons and alternatives to describing humans as ‘users’.

In defence of the term ‘users’

The five stages of Design Thinking and the ROI metrics that can be collected.

How to get executive buy-in for Design Thinking

Our Senior UX Director Lee Duddell discusses the importance of democratizing UX.

UX LIVE 2019: Lee Duddell, Senior UX Director, on ‘Democratizing UX’

How James made UX more visible and understandable at Auto Trader.

James Barley, Head of UX Research, on ‘UX Research for the Masses’

Yes sticky-notes, obvs, but what about the other 21?

22 very useful UX tools as recommended by the experts

Presenting a digital strategy that optimizes profitability and puts the user first.

The digital strategy imperative for healthcare leaders

A more efficient model for extracting and handling insights?

How will blockchain affect the research industry?

The art of effecting business change with user research.

How to translate UX insights into business improvements

Louise Rowlands, Senior UX Researcher, showcases how she opened up user research to everyone.

How MoneySupermarket democratized user research

How to make the browsing and buying process so much easier.

12 features that make an ecommerce site more user friendly

It doesn’t matter what you do, as long as you do it consistently.

Why consistency is vital in UX design

Two-factor authentication. Three words guaranteed to drive fear into any UX specialist.

Two-factor authentication: How Security and UX can work together on the user journey

As the easing of lockdown restrictions barrels ahead, businesses are keen to get things back to normal, but how can you safely get your employees back into the workplace… and do you even need to?

The UX of office social distancing: getting back to work safely

Keep their attention and ensure future investment in UX.

Five experts on communicating user research results rapidly and effectively

A look at choice paralysis in ecommerce. 

How too much choice can be a problem for online retailers

How they created the ultimate UX super-team at Booking.com.

Soma Ray & Stephanie Agotborde from Booking.com on making UX research a team sport

A simple way to track your chosen metrics year after year.

Great UX leaders know their own UX data using scorecards

Simply guessing what people want isn’t designing for your customers.

What we talk about when we talk about UX

Ensure the speed and efficiency of unmoderated user research is met with quality.

How to ensure quality unmoderated test data

Shift the odds of a successful redesign or relaunch in your favour!

How to make your website redesign a success

How to create a UX research ‘community of ambassadors’ in your company.

Great UX leaders influence and create drastic movement in organizations

A few validation methods that we can use by ourselves or with the help of our colleagues.

What are internal evaluations and are they useful for product validation?

Ways to improve UX without breaking the bank.

How to provide great user experience on a limited budget

Get everyone to stay within a set of boundaries and follow a UX plan. 

How to standardize user research in your organization

Maximise conversion rates from all those extra shoppers.

Black Friday UX tips: give your customers the gift of usability this holiday season

Put your UX hat on and consider how you can make your webinar a really great digital experience.

How to optimize the UX of webinars

It’s no great leap to say the future will be filled with AI applications designed for conversation.

How we designed personality traits for an AI application

Let’s look at the bigger picture, and see how UX professionals are changing the game.

The demise and rebirth of UX Research and how to survive it

Didn’t we move past awful pop-ups on the web a decade ago?

Why is mobile web UX still so poor and what can we do about it?

Poor site search results that return irrelevant results is just a bad user experience.

UX library

Out of the flames: Seven digital experience lessons to inform your 2021 strategy

How UX professionals can plan for AI as it shapes the future of the industry

The Human Touch: how your digital interfaces can help users feel connected

We need your help with our State of UX 2020 survey

How to get insights when you can’t talk to your users

Announcing: UserZoom GO and our brand evolution

What is remote moderated research and what do I need to prepare?

Accessibility for digital experiences 101

What metrics and KPIs do the experts use to measure UX effectiveness?

Build the right thing

Interview: Amy Johansson on UX Writing at IKEA

Six remote ways to UX test your digital content

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