UX National Survey
This project was a spin-off of our initial year in user research. Our team had been conducting initial observations and semi-structured interviews with audiologists at a national and international level. After developing several interview protocols and a research field guide, I converted our questions to a survey format focusing specifically on UX and worked with internal marketing professionals to conduct an online survey of more than 7,000 users in the United States. This resulted in a massive influx of data to be evaluated and presented to internal stakeholders. Ultimately, this was one part of our research that fed into our current software redesign efforts.
Client GN ReSound
Skills Survey Development, Customer Relations, Qualitative & Quantitative Data Analysis
The results of the survey literally equated to hundreds of open-text comments as well as more than 2,000 points of quantitative data. I imported the open-text comments to a spreadsheet and conducted a qualitative analysis to trend and make sense of the data. From here, I converted the qualitative data to quantitative measures for presentation purposes as well as to get a sense of what our users liked and disliked about our software. This was all presented to our stakeholders in a formal forum and made available to the company as a whole.
Putting Processes in Place
As the team lead for UX, this was one of my early strategies proposed to our stakeholders. Upon arriving at this position, I discovered what little we knew of our users and quickly determined we needed to develop multiple methods of collecting data on our users. Surveys are inherently weak because they are a self-report measure. However, when coupled with observations, usability testing and semi-structured interviews, they become a very strong measure of comparison and a window into the behavior of our users.
Today, the channels have been opened. We not only have a method in place to routinely survey our users, but also have begun to develop a relationship with them in the process. Following the survey, I contacted each and every respondent who left their contact information (more than 200 audiologists) thanking them for their contribution and asking if they would be willing to participate in future research. This has become a mutually beneficial effort and has allowed us to build on an already great customer service reputation in the industry.