David Housman

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Feedback Done Right

Feedback Done Right

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It’s a delicate balance to make feedback forms short and sweet, while still getting the information you need. In my previous post [link to first post] I talked about what not to do when gathering feedback. In this article I’ll cover the basics of what should go into a feedback form. Read More
Feedback done Wrong

Feedback done Wrong

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When website visitors leave feedback, they’re giving you gold nuggets in the form of opportunities to improve. You can return the favor by going out of your way to make the feedback process as painless as possible. Short and Sweet To collect as much feedback from as many people as possible, you should make your feedback form or intercept short an... Read More
Light That MVP up Like a Christmas Tree

Light That MVP up Like a Christmas Tree

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I like my data fast, cheap, and easy to use. Feedback should be the cherry, chocolate syrup, and spoon for your MVP sundae. When you’re setting up your data collection, consider: Use tools that are easy to set up and maintain. Start small and grow with your product. Validation Interviews In validation interviews we tap flesh and blood users for f... Read More
Survey Deployment at Ludicrous Speed

Survey Deployment at Ludicrous Speed

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A long time ago in a galaxy far, far away, a stakeholder wanted to know about the people that entered the site on a specific page, so that he could customize the page and lower the bounce rate. The job called for an entry popup, but there were potential issues with that, so we played it safe and embedded a survey link into the page. It took a few h... Read More
Incident: Critical

Incident: Critical

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A Critical Incident means that something good or bad happened during a usability study. Usability tests are not the only forum where the concept applies. They are not trivial: thousands of users may be affected by a problem before someone complains. Critical Incident centric analysis within a visit is something you can totally do. First, select Cri... Read More
5 Things Intercept Surveys Do that Other Surveys Don’t

5 Things Intercept Surveys Do that Other Surveys Don’t

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A website intercept survey is a survey that pops up while you’re using a website. The approach has the potential to work around some limitations of usability testing. For example, exit surveys are great for trending Sentiment Performance Indicators (SPIs). Some good questions to ask about in an exit survey include: Satisfaction Retention Net... Read More
Recruiting: Multivariate Research vs. Usability Testing

Recruiting: Multivariate Research vs. Usability Testing

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The first lesson of User Research is that you get out what you put in. Before every usability test, the User Experience Team makes decisions about who they want to test their idea out on, which usually means finding people that are representative of people that might actually visit your website. Multivariate Research shares this step, but executio... Read More
Multivariate <strike>Testing</strike> Research

Multivariate Testing Research

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Let’s say a product manager has an idea, but they’re not sure if it will work or not. One alternative to the magic 8-ball is a multivariate experiment. In a multivariate experiment, someone takes that idea, puts it on the site under controlled conditions. We then measure what happens after people see it. The “Test” is a statistical test tha... Read More
I feel the need… The need for Feed(back)!

I feel the need… The need for Feed(back)!

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Customer feedback is about more than giving customers a forum to complain. A strong connection between product owners and customers is necessary for the growth and development of an internet business. Each contact with a customer is an opportunity to learn something. Customer feedback channels like a simple feedback card form a connection between P... Read More
Take it to the Next Level with Customer Feedback

Take it to the Next Level with Customer Feedback

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Let’s say you’ve got your SiteCatalyst data collection in place. You’ve got your KPIs all set up, your interface customized, and you’ve got fabulous dashboards distributed to your stakeholders every 30 seconds. Then what? I can’t remember how many times I’ve heard the phrase “I want to take our Analytics to the next level.... Read More