On Tuesday 26th March 2019, UserZoom had the pleasure of presenting our biggest and best BetterUX event yet, in the beautiful King’s Place, London.
Our theme this year was on the democratisation of UX, with our speakers discussing how they spread user research education and insights throughout their organisations, and all the successes and challenges they’ve encountered.
Among the industry leaders featured throughout the day, we heard from Brooke Baldwin, UX Research Lead at Facebook, Louise Rowlands, Senior UX Researcher at MoneySupermarket and Paul Boag, Leader in Digital Strategy and User Experience Design. These and many more experts shared their UX journeys and insights into how they are leading the experience revolution, in a genuinely enlightening and inspirational day.
Over the coming weeks, we’ll publish more in-depth overviews of the presentations, but for now here’s a round-up of some of the most compelling insights from our speakers, that captured our audience’s attention.
Alfonso de la Nuez, Co-founder and Co-CEO, UserZoom
Providing insights alongside an Agile process. Remote UXR allowing to keep up with the pace of Digital delivery. Love it. #betterux @betterux_ pic.twitter.com/q4wODX91n0
— Paul Humphrey (@PaulHumpo) March 26, 2019
.@delanuez23: bad data can be worse than no data. The more tools we have to do research, the more people (&roles) are doing research. This is great, but it’s important to give them the appropriate training to ensure we get quality data.
Proud to say we do this @ZavaMed! #betterux— Rosie Webster (@DrRosieW) March 26, 2019
“UX research is a must! Not a nice to have” – Alfonso de la Nunez. #BetterUX pic.twitter.com/g5vw2MwLf9
— Mary Eusse (@Mary_Eusse) March 26, 2019
#betterux democratise ux insights ‘coz user information is gold…timely information is invaluable! pic.twitter.com/cLnSgFEkIR
— Soma Ray (@iamsoma) March 26, 2019
Providing insights alongside an Agile process. Remote UXR allowing to keep up with the pace of Digital delivery. Love it. #betterux @betterux_ pic.twitter.com/q4wODX91n0
— Paul Humphrey (@PaulHumpo) March 26, 2019
Combine research, design & strategy. Collaborate and share. Because: #betterux @betterux_ @UserZoom pic.twitter.com/X34cdDGxqp
— Julia Mullinger (@JulieMulli) March 26, 2019
James Barley, Head of UX Research, Auto Trader
Using evidences from research for design decisions translate into much higher chance to have success @jamesbarley #betterux @UserZoom
— Gianluca Cherubin (@gcherubin) March 26, 2019
.@jamesbarley: before any study, work as a team to ensure addressing the right themes & questions.
Totally agree – always start with refining research questions. Often what people think they want to do/know might not be what they actually need to solve the problem. #betterux— Rosie Webster (@DrRosieW) March 26, 2019
Quick formula to inspire,
engage, and empower a user research culture, from @jamesbarley @AutoTrader_UK #betterux #userzoom pic.twitter.com/7yrLVdf02V— BetterUX (@betterux_) March 26, 2019
.@jamesbarley: use a framework to analyse together – classify right/wrong assumptions, new questions & ideas. Researchers don’t make recommendations, let the team decide.
I’ve seen a lot of debate lately suggesting researchers shouldn’t make recommendations. Thoughts?#betterux
— Rosie Webster (@DrRosieW) March 26, 2019
@jamesbarley “Everyone in the team has a role” – Observers, note takers, researchers. Bring the team with you through the UXR process. This is sooooo key #BetterUX @betterux_ @UserZoom
— Paul Humphrey (@PaulHumpo) March 26, 2019
Why democratising research is important. @betterux_ #betterux pic.twitter.com/RnQKNuh4b6
— Rachel (@RachelL1812) March 26, 2019
Tangible impacts from democratising UXR @AutoTrader_UK @jamesbarley #betterux #ux #userzoom pic.twitter.com/wLDqbTdnYI
— Alex Wingfield (@APWingfield) March 26, 2019
Brooke Baldwin, UX Research Lead, Facebook
Baldwin: @UserZoom helps product teams get discrete research done fast, in multiple languages, to inform design decisions. This allows the researcher to plan & conduct big foundational discovery research #betterux
— Rosie Webster (@DrRosieW) March 26, 2019
Brooke Baldwin from @Facebook shares why she uses UserZoom in her user research. #betterux #uxlondon pic.twitter.com/JQlbvXxW0V
— UserZoom Inc. (@UserZoom) March 26, 2019
Baldwin: Super important to get clear goals out of people before proceeding with research. Helpful question is “what are you going to do with the results?”
Yes, yes, yes. #betterux
— Rosie Webster (@DrRosieW) March 26, 2019
Do you care about people and what they have to say? Can you be nosey with purpose? Listen well in a lot of different ways. Is what you say what you mean? Some traits of a good user researcher. From Brooke Baldwin @facebook @betterux_ @UserZoom #betterux #userresearch pic.twitter.com/0Z86N5QyLc
— Julia Mullinger (@JulieMulli) March 26, 2019
“A really good researcher is curious, knows when to say no and listens very well, literally to what people say and what they actually mean” – Brooke Baldwin #betterUX
— Mary Eusse (@Mary_Eusse) March 26, 2019
Louise Rowlands, Senior UX Researcher, MoneySupermarket
Louise Rowlands from Money SuperMarket ‘we’re not doing this alone’ on theme of the conference. So often we work in small teams in our daily role, it’s reassuring to see that we’re not so different from others. we’re ON the track. we’re all experiencing the same issues. #BetterUX
— helen odoherty (@helen_odoherty) March 26, 2019
User research isn’t a trend @MoneySupermkt @betterux_ #betterux @UserZoom pic.twitter.com/2yvyC9tQ28
— Julia Mullinger (@JulieMulli) March 26, 2019
Move away from ‘doing’ and towards coaching to spread UX insights #betterux pic.twitter.com/e94o8PGeSY
— Tom Lloyd (@therealtomlloyd) March 26, 2019
Money Supermarket UXR next steps… Democratising UX to allow researchers more time for “discovery research”. #betterUX pic.twitter.com/qMbAJsRshp
— Paul Humphrey (@PaulHumpo) March 26, 2019
Loved Louise Rowlands example of a remote test participant trying to buy insurance with @MoneySupermkt while holding a crying baby in her arms – that’s the sort of real life chaos you can’t recreate in the lab #betterux
— Katherine Vaughan (@VaughanKat) March 26, 2019
.@lourowlands99 shares how they’re democratising user research across @MoneySupermkt – adopt a coach mentality too. #betterux #uxlondon pic.twitter.com/SOQvjjR4v0
— BetterUX (@betterux_) March 26, 2019
Love the story from MSM on how real the moderated study function is on UserZoom, promoting empathy in the user and their lifestyles. That face-to-face engagement is so important. #BetterUX
— Paul Humphrey (@PaulHumpo) March 26, 2019
Soma Ray, User Researcher & Stephanie Agotborde, UX Researcher, Booking.com
Over 80 people trained this year in UX @bookingcom learning and sharing best practice #betterux @betterux_ @UserZoom pic.twitter.com/cPyU61I30C
— Julia Mullinger (@JulieMulli) March 26, 2019
Once research has been completed, you need to apply the findings to make the research useful and get future buy in for research projects. @betterux_
#betterux pic.twitter.com/acbFLiLAeK— Rachel (@RachelL1812) March 26, 2019
.@bookingcom on using a systems approach to democratising research within the company #betterux pic.twitter.com/uhMuH0nazj
— Rosie Webster (@DrRosieW) March 26, 2019
Some of the benefits of getting more people trained and involved with your research projects. @betterux_
#betterux pic.twitter.com/RBH7Km5s1f— Rachel (@RachelL1812) March 26, 2019
Lee Duddell, UX Director, UserZoom
.@LDuddell: “Matt the designer” is motivated to test because he doesn’t want to have to debate his designs – he wants answers from users#betterux pic.twitter.com/eAoEbxd35r
— Rosie Webster (@DrRosieW) March 26, 2019
Five mistakes to avoid when doing usability studies #betterUX @UserZoom pic.twitter.com/hKAO3WbjFj
— Gianluca Cherubin (@gcherubin) March 26, 2019
.@LDuddell: untrained researchers might ask leading questions in screeners, miss out scenarios or include irrelevant details, ask about preferences rather than observe behaviour, and fail to write tasks properly#betterux pic.twitter.com/eTrRxL1K9t
— Rosie Webster (@DrRosieW) March 26, 2019
.@LDuddell: How do you prevent these errors? Provide training, work together, and include guardrails (eg start them off with straightforward tests) #betterux pic.twitter.com/npxh8nYmzz
— Rosie Webster (@DrRosieW) March 26, 2019
Katja Borchert, Senior Product Owner & UX Researcher and Pietro Romeo, UX Researcher, Flixbus
I like the idea of a UX Research mission. This one from FlixBus is great. #betterUX pic.twitter.com/8JJb84LrLR
— Paul Humphrey (@PaulHumpo) March 26, 2019
.@FlixBus approach to getting the organisation more user centred. 10 months on awareness shows the importance of this step! #betterux pic.twitter.com/bh1XyENDKw
— Rosie Webster (@DrRosieW) March 26, 2019
Using different levels of engagement for different stakeholders to be #transparent in #userresearch this is really useful for me at the introduction of #ux and #betterUX @betterux_ @UserZoom pic.twitter.com/vhKk0HtT7W
— Julia Mullinger (@JulieMulli) March 26, 2019
#uxcroissant quick research breakfast sessions @FlixBus #betterux @betterux_ pic.twitter.com/ZOCu2gbQcO
— Julia Mullinger (@JulieMulli) March 26, 2019
Love @FlixBus testing using a fake bus – very imaginative! 😂 #betterux pic.twitter.com/GiWv18qF8G
— Rosie Webster (@DrRosieW) March 26, 2019
“talk to your customers, otherwise you can’t be the voice of them” – obvious but often forgotten rule of UX #BetterUX
— Tom Adcock (@tomadcockdesign) March 26, 2019
Paul Boag, Leader in Digital Strategy and User Experience Design, Boagworld
Stakeholders are less likely to reject a solution they were involved in creating – and also more likely to defend it when criticised! #BetterUX
— Tom Adcock (@tomadcockdesign) March 26, 2019
The benefits of a collaborative UX approach. @betterux_
#betterux pic.twitter.com/asMFjZTwg5— Rachel (@RachelL1812) March 26, 2019
.@boagworld argues that getting stakeholders involved in customer journey mapping *with no evidence behind it* is valuable because it encourages empathy. Still makes me uncomfortable!! #betterux
— Rosie Webster (@DrRosieW) March 26, 2019
“Sneak in a user when they’re not looking” Including a few users in the room helps stakeholders walk through a customer journey in a more real way @boagworld #betterux
— Katherine Vaughan (@VaughanKat) March 26, 2019
.@boagworld advises project prioritisation criteria. Balancing business objectives with user needs – assign points and list in priority order. Helps you to ensure initiatives are based on user needs. #betterux pic.twitter.com/pI7uAyh217
— Rosie Webster (@DrRosieW) March 26, 2019
@boagworld tells us to THINK BIG! Get everyone in your company to think and care about the user #BetterUX @UserZoom pic.twitter.com/Vt0NvG9Ev6
— Gianluca Cherubin (@gcherubin) March 26, 2019
A huge thank you to all of our awesome speakers and attendees for making this the very best BetterUX yet.
– – – – –
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