2017用户体验和用户研究行业调查报告-17页-【未来营销实验室】.docx
TestingUXANDUSERRESEARCHINDUSTRYSURVEYREPORTOur4thannua1.industrysurvey.Thefie1.dsofuserexperienceanduserresearchhavetakenanewshapeoverthepastfewyCari.No1.ongerre1.egatedtoafew1.onechampionsinanygivenorganization,theuserexperiencehasbecometheconcernofeveryoneFromproductdesignerstoseniorexecutives.Intodiiy,shigh1.ycompetitivemarket,customershavecometoexpectexce1.1.entexperiencesfromdigita1.products,andcompaniesthataren'tde1.iveringcanquick1.ybecomeirre1.evant.Organizationsreracingoundersauttheircustomers'behavioranda1.titudesSotheycanmeet(heirneedsandern(heirbusiness.Becauseofgrowingcustomercxpcctutinsandincreasedpressurefromcompetitors,organizationsarcstarting(oinvestinuserresearchear1.yandoftenthroughoutdeve1.opmentandbeyond.InIhiSfourthannua1.UXandUserResearchIndustrySurvey,weasked2.238professiona1.sacrossawidevarietyOfindustricshowtheirorganizationsarcapproachinguserexperienceandconductinguserearch.Herearctheresponses<ndkeyinsightsfromthisyear'ssurvey.1. Whatisyourgender?2. Whatisyourage?46W70+KATHERNOTSAY3. Whatisyourcountryofresidence?57%21%7%UNnEI)STATESOTIUiRUNnTOKINGIX)MCANADA4%2%2%1%1%INDIAGERMANYSPAINA1.?S7KAI.IAFRANCBO4. What,sthehighest1.eve1.ofeducationyou'veachieved?1.ESSTHANHKiHSCH(X)I.HIGHsCHoO1./iGmSomeco1.1.egeI-YfiARCO1.1.KiEBAaifc1.ORSDEGREEMAsTrRSDGREI1DOCTORA1.DSGR11EPROhbSSIONA1.DfcGRH:5. Whichofthefo1.1.owingbestdescribestheprincipa1.industryofyourorganization?19%12%12%7%7%6%6%6%4%3%3%3%2%2%2%2%2%2%BUSINFSSHIGH111JSERVICES&SOFTWARE(EGBOX1.ADVERTISING&MARKETINGCONSUMERHIGHIhCHSERV1.CkS&SOf-IWAW:(EG.GOOGIJiiHNANcE&HNANC1.M-S1.iRXfK1.iSE111.>CAT1OREIAI1.IHiA1.T1.KARIiAPnARMAcKrncAISOTHERMIiIJIAIXAVE1."ESUREJuOSPnA1JTYIh-SinesssiipportanGscsI1.1.ecdmmiinicationsCOXSUMIiRtXX)DSIBRAN!5SNoNPRemVernmentV11JtX)SMoBU上GAM1.NGINSURANCEManufaci1.ring6. Howmanypeop1.eareemp1.oyedatyourcompany?25%7. Whichofthesechoicesbestdescribesyourro1.e?10%INH(XSENSU1.TA11A1.ANAGENCY,I1.1.iBUSINESSOWNER8. What1.eve1.ofseniorityisyourro1.e?54%9. Whatisyourprimaryjobfunction?38%20%12%10%8%4%4%4%D1.S!GNXRESEARcHOTHERPRODUcIMANAGtMfcNTMARKEnNGEXECimvnENGINEERINGSAU-SQuestions10-12targetUXDesign.ProductManagement,andEngineeringrotes.10.Atwhatstagesofdeve1.opmentdoyou(oryourteam)conductuserresearch?Se1.ecta1.1.thatapp1.y.72%76%BRFOREBEGINNINGNYDfcS1.GNOR*VEIrH3MFNTDURiNGTHEDCSKiN.,PROrOTYPtNGPHASF.DURjXGTHEDEtF1.QPMEM7CODINGPHAsfcAFFDEVF1.QPMENTiSCoMPMnKBnH)RE1.AUNCHINGAFTERiunoifngradi(iona1.1.y.productteamsoccasiona1.1.yperformedexp1.oratoryresearchusingmethods1.ikein-personinterviewsandfocusgroupspriortothedesignphase,andthentheyranusabi1.itytestsimncdiate1.ybeforeorafter1.aunch.Thesedays,however,there'sashifttowardgeuinguserinsightsear1.ierandmorefrequent1.yduringdeve1.opmentProductteams*refindingthatcontinuoususerfeedbackduringtheprototypingphasehe1.psthemrefinetheirconceptsquick1.ybeforeinvestingindeve1.opment.Thisu1.timate1.ysavesIhcmthetime.cost,andhass1.eofdoingrework-andithe1.pstoensureproductadoption.Organizationsarea1.sopursuingmorecar1.y-stageresearchbeforetheyevendeve1.opaproductconcept,1.ookingtotheir(argc(users(oidentifyneedsinthemarket.There'sagrowinginterestintestingtounderstandusers'needsandattitudes,notjusttheirabi1.ityiouseaninterface.Inaddition,companiesareincorporatingmorefrequentcomcitivcresearchounderstandcustomerepec(a(ionandbenchmarkingomeasuretheimpactofchanges(o(hecustomerexperience.11.Howdoesyourteamusetheresu1.tsofyouruserresearch?87%72%53%50%42%35%31%23%5%INDIRsTANDCVSTOMI:RNI:mSANDATnnrDES雷MExr()R(J11iERSTAKE1.K)nRS*H1.NIHEIEAMGBSWrn口NSPRzrSRMWRI0Rr117JAJnTESTSEXHjUNTRENDS1.NoUKANA1.YI1.CSTCn'APPSTORE1.ISTINGS12. Howdsyourteamreviewtheresu1.tsofyourusabi1.itytests?IPHmEONTHE1.rAMREVIEWRESEARCHANDREPORTTORESTOFBttTFAMRESEARCHANDSENDSCSARETORTThisquestiontargetsC-1.eve1.orSeniorExecutivero1.es.13. P1.easeindicatehowstrong1.yyoudisagreeoragreewiththefo1.1.owingstatements: 1.SERRESiiARa1.MAKESOURCOMPANYMOREEFHCttNT USERRtSfczKRCHIMPROVEST1.1.EQcIA1.ITYOFOtJRPRoo1.CTSsfcRV1.etS IWANTTOENAB1.hNK)W:FEOT1.£INTHECOMMNYTODOUSERRESEARCH VO)CEOF1.1.iECtCTOMFRISANIMRMnANTFACrORISOURISK)NSSTRONG1.YDISAGREESOMEZ1.iATSoMEwHATAGREEDtSAGREfcDISAGREEAGREEVrRQNG1.YAGREEWhereasuserexperienceusedtobere1.egatedtooneortwodesignerswithinacornpatiy.it'snowbecomingawayof1.ifeforf(xuard*thinkingoraniaions.ExecutivesupportforUX.userresearch,andcnd-(ocndcustomerexperienceisontherise.Business1.eaderswhohaveinvestedinUXircrea1.izingth<ROIoftheiruserresearchdo1.1.ars.BuyinfromtheC-suiecou1.dbeonereasonforthegrowinguserresearchbudgetswe,vcseeninthissurveyoverthe1.astfouryears.Tangib1.echangeinorganizations'approachtouserexperiencecantaketime,especia1.1.yin1.argerandmoreestab1.ishedcompanies.Sti1.1.,thisattitudeindicatesthatbusinessesarcgrowingmorematurefr>maUXstandpoint.ThisquestiontargetsMarketingrotes.14. P1.easeindicatehowstrong1.yyoudisagreeoragreewiththefo1.1.owingstatements:Wmintiiecustom限1.XpnUfNcrisBAsMARK1.mNGTSb1.xmed1.询RtSEARa1.Hk1.PSUSCfttATEFFFEcnYEM,RKE1NGCAMPAiGNSkSTR<)X<i1.YD1.sAGREESOMIWHATSoMEwHATDISAGREEDISAGREEAGREEagreeSikoxcj1.yAGREE15. Howmanypeop1.einyourcompany,part-timeandfu1.1.-time,workonuserexperience?16. DoesyourcompanyhaveadedicatedteamforUXresearch?NOTSUREUXPRODUCTMARKCTINGNOTS1.-RE(H1IERENG1.XEERING18. Whichteamisu1.timate1.yresponsib1.eforthecustomerexperienceatyourcompany?30%25%UXIjROD1.CFMARKEnNGOiH1.KNOTS1.REtXECir11Vt19. P1.easeindicatehowstrong1.yyoudisagreeoragreewiththefo1.1.owingstatements:O1.ROVERA1J.CUSToMEREXPERIENCEISVERYGOOD rr-SEASYN)RUSTOCFnM1.ZEAU.OFTHE1.i1.EMENTS4S?R5:STOMKREXPERIENCE WEUNDERSTANDOURCUSTOMER'XXTRNEYSMR)SSA1.1.Di-VKTSANDEMSTRJB1.mONCHANNE1.S29%28%Thenumberofrespondentswhodouserresearchontheircompetitorsmorethandoub1.edycar-ovcr-ycar.20. Whatdoesyourcompanycurrent1.ydouserresearchon?Se1.ecta1.1.thatapp1.y.IABirrGAMES5%3%21. Howdsyourcompanyrecruitparticipantsforyouruserresearch?Se1.ecta1.1.thatapp1.y.EXisnNGIjSERSUSABIITrYTESTINGSERvICESGUHU1.1.ATESTINGStXIA1.PROMiSSIOhiA1.PANE1.AtED1.ARKRUmNGAGIiNCYSERVICEOTII1.-RJOBBOARDS65%22.Whatpercentofyourtimeisspentconductingusabi1.itytests?23. Whatpercentageofyourcompany'susabi1.itytestingisdoneremote1.y/on1.ine?ismoderated?25. Onaverage,howmanyusersdoesyourcompanyrecruitperusabi1.itystudy?26. Onaverage,whatisyourcompany'smonth1.ybudgetforuserresearch?40%31.%27. Howwou1.dyoucompareyourcompany'suserresearchbudgetin2016to2015?29%22%INCREASEDXKMMRATO.YINCREASEDSKZK1.HCAhni-Y3%1.%IT)口.ME28.Whatwasthereasonfoechangeinyourcompany,suserDECREASEDMCXMRTH.YDECREASEDS1.t,1.HAYI1.YNOTSUREresearchbudget?8%1.1.%Iscreaseordecreaseinprojects0CHANGEINATrrnRET()WRDUXRESEARS1.INCREASEORDECREASEINPERSONNE1.XOCHANCiEQIHER29. Outofthebudgetyoujustindicated,whichofthefo1.1.owingmethodo1.ogiesdoyouinvestin?(SdeC1.a1.1.thatapp1.y.)79%65%59%31%30%28%22%21%18%14%11%8%7%(AR1.)SoRTINGfoc1.sgroupsHRsr<1JCK11K11NGPRHTRrNCi=TISTINGtreejes11ngDIAKYSn1.D侬TABIKPPSISMiITUDtNA1.ST1.'DIESOTHfcRAWe1.hrouiu1.edresearchstrategyinc1.udesavarietyofmehodo1.ogies,inc1.udingqua1.itative,quantitative,attitudina1.,andbehaviora1.research.Organizationsthatdiversifytheirdatasourcesendupwithamorecomp1.etepictureoftheiruserexperiencethan(>rganizahonsthats1.ickwithon1.yOfiemeho1.Thisyear,themajorityofsurveyrespondentsindicatedthattheyinvestinthreeormoreoftheseresearchmethodo1.ogies.Thefac(<ha<somanyrespondentshavehebandwidthandresourcestoinvestinmu1.tip1.emethodo1.ogiesindicatesthatcompaniesarcmaturing(heiruserexperienceandcustomerexperiencepractices.30. Howfrequent1.ydoesyourcompanyrnusabi1.itytests?26%Forthefourthyearinarow,themajorityofoursurveyrespondentsreportedthattheirtestingfrequencyhasincreasedmoderate1.yorsignificant1.y.31. Howdoesthefrequencyofyourcompany'susabi1.itytestingin2016compareto2015?4%-vJ%22%42%1.JfINCREA沏”2FKAKr1.YINCRfcAStDAKjOfcXAIUAABOirTTHESAMEDFRESFDMODERTODficREASHDSKXIFICANT1.YZ1.U滥SE1.XiCREASEinPersonnei.16%IncreasbdeckeaseINProjixts)CHANC(IIANGEINATnT1.D1.IowARDUSABUjIYIgnNGOTHER32. Whatwasthereasonforthechangeinyourcompany,susabi1.itytestingfrequency?INCREASESIGN!HCAK1.YINCRFASEMODfRVTE1.YAbouttheS-KMeDECREASEMODEftATE1.YDkreasesignthcant1.y33. 1.ookingaheadinto2017,howdoyouthinkthefrequencyofyourcompany,susabi1.itytestingwi1.1.change?2%-1.1.%3%31.%,、2%34. When1.aunchinganewdigita1.product(website,mobi1.eapp,feature,etc.),describeyourgreatestconcerns.Whatkeepsyouupatnightasyougetreadyto1.aunch?Note:Thiswasanopenresponsequestion.Be1.owarethetopfivemostcommonresponsesbasedontextana1.ysis. SCTS'UNDERSTANDINGOfT1.tt1.,R01XC KMSANDBIMNHSSMKRK>> N11rHMWGHRESEARCHfn:5T1.NCj PfW1.CTMARKETH35. Whatsourcesdoyouusetoimproveyouruserexperienceknow1.edge?Se1.ecta1.1.thatapp1.y.73%72%57%50%47%45%44%39%38%24%21%17%14%R1.oGSONUNEGUID1.SWBINARSm<OGSRXNG1.ERI1.1.-KAI1.ONPROGRANSIN-MKSONCI.SSFSORUN1.VERSrnES36. Whatdoyouthinkwi1.1.bethemostimportanton1.inetrendsafectinguserexperienceinthenext5years?51%51%47%44%43%42%40%28%27%25%4%RTIH(IIIWI.IJGFNCFV<)ICIINTO?ACTIONVIRTUA1.REA1.rrYAUGMENrEDREMJTYG1.oBA1.UXDES1.GNWEARAB1.ETEeHMjCH1.NIhX卜ASSGESTURERASHDIN11承AcnCNOTHERWhatonceseemed1.ikesciencefictionisnow(op-of>mindfor1.eadingcompanies.Artificia1.inte1.1.igence,vinua1.'augmcntcdrea1.ity,andvoiceinteractionarcthreetoptrends(hatmadehead1.inesinthepastyear,andorgniztion1.1.eadersarerushing(odeterminehowIhUm;techno1.ogieswi1.1.impact(heirbusiness.Meanwhi1.e,thenow-commonp1.ace(rendsof(ouchinterfacesandwearab1.etechno1.ogyhavedroppedinimportanceyear-over-yearamongsurveyrespondents.Notab1.y,muhi-deviccinteractionandomnichanne1.experienceshaveremainedhighon(he1.istoverthe1.asttwoyears.Thisindicates(hutbusinessesarcanticipatingamoreconnectedwor1.dinwhich(heywi1.1.need(omeetheneedsofheircustomers<ndprovideaconsistentexperienceacrossmu1.tip1.echanne1.sif(heywanttorcm<incompetitive.Conc1.usionThisyear,ssurveyresponsesindicateapositive(rendtowardear1.y,frequentresearchthroughoutIhCdesign,deve1.opment,andoptimizationofdigiudproducts.Insteadofre1.yingoninterna1.opinions,organizationsarcbringingthevoiceofthecustomertotheirdecision-makingprocessfromtheear1.ieststagesofproductdeve1.opment.Theresu1.t?Morecustomer-centeredproducts,betteruserexperiencesandanincreasing1.ycompetitivemarketinwhichcompaniesthatdon'tinvestinUXbecomeextinct.CreategreatexperiencesUscrTcstingisthefastcs<andmostadvanceduserexperienceresearchp1.atformonthemarket.Wcenab1.eproductmanagers,UXresearchersanddesigners,anddigita1.executivestocreatebettercustomerexperiences.Morethan35.000companies1.everageUserTestingtodep1.oyactionab1.eCusioinerinsightsthroughout(hedesignanddeve1.opmentofprototypeswebsites,mobi1.eappsandmore.MOUr<A(NVIEWSANFRANCISCOAT1.ANTAWWW.us¢ne*inrx>m1.800.903.9493XaIeY(SUyeKeZi悴Cnm