2017用户体验和用户研究行业调查报告-

2017

UXANDUSERRESEARCH

INDUSTRYSURVEYREPORT

baogaobaxyz独家收集不断更新

Our4thannualindustrysurvey.

Thefieldsofuserexperienceanduserresearchhavetakenanewshapeoverthepastfewyears.Nolongerrelegatedtoafewlonechampionsinanygivenorganization,theuserexperiencehasbecometheconcernofeveryonefromproductdesignerstoseniorexecutives.

Intoday’shighlycompetitivemarket,customershavecometoexpectexcellent

experiencesfromdigitalproducts,andcompaniesthataren’tdeliveringcanquicklybecomeirrelevant.Organizationsareracingtounderstandtheircustomers’behaviorandattitudessotheycanmeettheirneedsandearntheirbusiness.Becauseofgrowingcustomerexpectationsandincreasedpressurefromcompetitors,organizationsarestartingtoinvestinuserresearchearlyandoftenthroughoutdevelopmentandbeyond.

InthisfourthannualUXandUserResearchIndustrySurvey,weasked2,238professionalsacrossawidevarietyofindustrieshowtheirorganizationsare

approachinguserexperienceandconductinguserresearch.

Herearetheresponsesandkeyinsightsfromthisyear’ssurvey.

1.Whatisyourgender?

2.Whatisyourage?

13%

18-25

40%

26-34

29%

35-45

17%

46-69

0.3%

70+

1%

RATHERNOTSAY

48%

MALE

1%

DIDN’TSAY

51%

FEMALE

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3.Whatisyourcountryofresidence?

57%

UNITEDSTATES

21%

OTHER

7%

UNITEDKINGDOM

5%

CANADA

4%

INDIA

2%

GERMANY

2%1%1%

SPAIN

AUSTRALIA

FRANCE

4.What’sthehighestlevelofeducationyou’veachieved?

LESSTHANHIGHSCHOOLHIGHSCHOOL/GED

SOMECOLLEGE

2-YEARCOLLEGE/ASSOCIATE’SDEGREE4-YEARCOLLEGE/BACHELOR’SDEGREE

MASTER’SDEGREEDOCTORALDEGREE

PROFESSIONALDEGREE

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5.Whichofthefollowingbestdescribestheprincipalindustryofyourorganization?

19%12%12%7%7%6%6%6%4%3%3%3%2%2%2%2%2%2%

BUSINESSHIGHTECHSERVICES&SOFTWARE(E.G.BOX)

ADVERTISING&MARKETING

CONSUMERHIGHTECHSERVICES&SOFTWARE(E.G.GOOGLE)

FINANCE&FINANCIALSERVICES

EDUCATION

RETAIL

HEALTHCARE&PHARMACEUTICALS

OTHER

MEDIA

TRAVEL/LEISURE/HOSPITALITY

BUSINESSSUPPORT&LOGISTICS

TELECOMMUNICATIONS

CONSUMERGOODS(BRANDS)

NONPROFIT

GOVERNMENT

VIDEO&MOBILEGAMING

INSURANCE

MANUFACTURING

6.Howmanypeopleareemployedatyourcompany?

18%

1-10

25%

11-100

19%

101-500

7%

501-1000

13%

1001-5000

18%

5001+

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7.Whichofthesechoicesbestdescribesyourrole?

10%

9%

14%

67%

IN-HOUSE

CONSULTANTATANAGENCY

INDEPENDENTCONSULTANT/FREELANCE

BUSINESSOWNER

8.Whatlevelofseniorityisyourrole?

54%

INDIVIDUAL

CONTRIBUTOR

25%

MANAGER

11%

DIRECTOR

2%

VICEPRESIDENT

8%

C-LEVEL/SENIOREXECUTIVE

9.Whatisyourprimaryjobfunction?

38%20%12%10%8%4%

4%4%

DESIGN/UX

RESEARCH

OTHER

PRODUCTMANAGEMENT

MARKETING

EXECUTIVE

ENGINEERING

SALES

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Questions10-12targetUX

Design,ProductManagement,andEngineeringroles.

10.Atwhatstagesofdevelopmentdoyou(oryourteam)conduct

userresearch?Selectallthatapply.

72%

76%

38%

48%

52%

BEFORE

DURING

DURINGTHE

AFTER

AFTER

BEGINNING

THEDESIGN/

DEVELOPMENT/

DEVELOPMENTIS

LAUNCHING

ANYDESIGNORDEVELOPMENT

PROTOTYPINGPHASE

CODINGPHASE

COMPLETE,BEFORELAUNCHING

Traditionally,productteamsoccasionallyperformedexploratoryresearchusingmethodslikein-personinterviewsandfocusgroupspriortothedesignphase,andthentheyranusabilitytestsimmediatelybeforeorafterlaunch.Thesedays,however,there’sashifttowardgettinguserinsightsearlierandmorefrequentlyduringdevelopment.Productteamsarefindingthatcontinuoususerfeedbackduringtheprototypingphasehelpsthemrefinetheirconceptsquicklybeforeinvestingindevelopment.Thisultimately

savesthemthetime,cost,andhassleofdoingrework—andithelpstoensureproductadoption.

Organizationsarealsopursuingmoreearly-stageresearchbeforetheyevendevelopaproductconcept,lookingtotheirtargetuserstoidentifyneedsinthemarket.There’sagrowinginterestintestingtounderstandusers’needsandattitudes,notjusttheirabilitytouseaninterface.Inaddition,companiesareincorporatingmorefrequentcompetitiveresearchtounderstandcustomerexpectationsandbenchmarkingtomeasuretheimpactofchangestothecustomerexperience.

11.Howdoesyourteamusetheresultsofyouruserresearch?

87%72%53%50%42%35%31%23%5%

UNDERSTANDCUSTOMERNEEDSANDATTITUDES

TESTPROTOTYPESORWIREFRAMES

EDUCATEUPPERMANAGEMENTOROTHERSTAKEHOLDERS

TESTSKETCHESORCONCEPTS

SETTLEDISPUTESWITHINTHETEAM

VALIDATECHANGESWITHINSPRINTS

ENHANCEORPRIORITIZEA/BTESTS

EXPLAINTRENDSINOURANALYTICS

TESTAPPSTORELISTINGS

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.

12.Howdoesyourteamreviewtheresultsofyourusabilitytests?

55%

36%

6%

3%

1+PEOPLEONTHETEAM

TEAMREVIEWS

ANOTHERTEAMINTHE

OTHER

REVIEWRESEARCHANDREPORTTORESTOFTHE

RESEARCHTOGETHER

ORGANIZATIONREVIEWSRESEARCHANDSENDS

TEAM

USAREPORT

ThisquestiontargetsC-LevelorSeniorExecutiveroles.

13.Pleaseindicatehowstronglyyoudisagreeoragreewiththefollowingstatements:

USERRESEARCHMAKESOURCOMPANYMOREEFFICIENT

USERRESEARCHIMPROVESTHEQUALITYOFOURPRODUCTS/SERVICES

IWANTTOENABLEMOREPEOPLEINTHECOMPANYTODOUSERRESEARCHVOICEOFTHECUSTOMERISANIMPORTANTFACTORINOURDECISIONS

56%

56%

●

49%

46%

STRONGLYDISAGREE

DISAGREE

SOMEWHATDISAGREE

SOMEWHATAGREE

AGREE

STRONGLYAGREE

Whereasuserexperienceusedtoberelegatedtooneortwodesignerswithina

company,it’snowbecomingawayoflifeforforward-thinkingorganizations.ExecutivesupportforUX,userresearch,andend-to-endcustomerexperienceisontherise.BusinessleaderswhohaveinvestedinUXarerealizingtheROIoftheiruserresearchdollars.Buy-infromtheC-suitecouldbeonereasonforthegrowinguserresearchbudgetswe’veseeninthissurveyoverthelastfouryears.

Tangiblechangeinorganizations’approachtouserexperiencecantaketime,especiallyinlargerandmoreestablishedcompanies.Still,thisattitudeindicatesthatbusinessesaregrowingmorematurefromaUXstandpoint.

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ThisquestiontargetsMarketingroles.

14.Pleaseindicatehowstronglyyoudisagreeoragreewiththefollowingstatements:

WHENTHECUSTOMEREXPERIENCEISBAD,MARKETINGGETSBLAMEDUSERRESEARCHHELPSUSCREATEEFFECTIVEMARKETINGCAMPAIGNS.

48%

29%

STRONGLYDISAGREE

DISAGREE

SOMEWHATDISAGREE

SOMEWHATAGREE

AGREE

STRONGLYAGREE

15.Howmanypeopleinyourcompany,part-timeandfull-time,workonuserexperience?

37%

16%

6%

15%

11%

15%

012-56-1011-25>25

16.DoesyourcompanyhaveadedicatedteamforUXresearch?

40%

8%

52%

YESNONOTSURE

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17.Whichteaminyourcompanyfindsthemostvalueinuserresearch?

35%

UX

26%

PRODUCT

15%

MARKETING

13%

NOTSURE

7%

OTHER

5%

ENGINEERING

18.Whichteamisultimatelyresponsibleforthecustomerexperienceatyourcompany?

30%

UX

25%

PRODUCT

13%

MARKETING

11%

OTHER

11%

NOTSURE

10%

EXECUTIVE

19.Pleaseindicatehowstronglyyoudisagreeoragreewiththefollowingstatements:

OUROVERALLCUSTOMEREXPERIENCEISVERYGOOD

IT’SEASYFORUSTOOPTIMIZEALLOFTHEELEMENTSINOURCUSTOMEREXPERIENCE

WEUNDERSTANDOURCUSTOMERS’JOURNEYSACROSSALLDEVICESANDDISTRIBUTIONCHANNELS

29%28%

24%

STRONGLYDISAGREE

DISAGREE

SOMEWHATDISAGREE

SOMEWHATAGREE

AGREE

STRONGLYAGREE

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Thenumberof

respondentswhodouserresearch

ontheircompetitors

morethandoubledyear-over-year.

20.Whatdoesyourcompanycurrentlydouserresearchon?Selectallthatapply.

WEBSITES

PROTOTYPES

COMPETITORS

MOBILEAPPS

SOFTWARE

MOBILESITES

MARKETINGCAMPAIGNS

EMAIL

IN-THE-WILDEXPERIENCES(INSTORES,ETC.)

SOCIALMEDIAMARKETING

TABLETAPPS

TABLETSITES

OMNICHANNEL

OTHER

MOBILEGAMES

TABLETGAMES

70%54%50%41%38%37%30%27%20%18%17%17%15%9%5%3%

21.Howdoesyourcompanyrecruitparticipantsforyouruserresearch?Selectallthatapply.

65%

40%

23%22%

18%

24%

11%

13%

EXISTINGUSERS

USABILITYTESTINGSERVICES

GUERILLATESTING

SOCIALMEDIA

PROFESSIONAL

RECRUITING

SERVICE

PANELAGENCY

OTHER

JOB

BOARDS

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25%

15%

18%

22.Whatpercentofyourtimeisspentconductingusabilitytests?

10%

0%

67%

1-25%

16%

26-50%

5%

51-75%

2%

76-100%

23.Whatpercentageofyourcompany’susabilitytestingisdoneremotely/online?

16%

0%

1-25%

26-50%

51-75%

26%

76-100%

24.Whatpercentageofyourcompany’sremoteusabilitytestingismoderated?

29%

0%

28%

1-25%

14%

26-50%

10%

51-75%

19%

76-100%

25.Onaverage,howmanyusersdoesyourcompanyrecruitperusabilitystudy?

41%

33%

14%

5%

1-56-1011-2021-50

3%

51-100

1%1%

101-200201-500

2%

500+

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26.Onaverage,whatisyourcompany’smonthlybudgetforuserresearch?

40%

22%

11%

7%5%7%

4%

3%2%

NOFIXEDBUDGET

0$1-$500$501-

$1,000

$1,001-$5,000

$5,001-$10,000

$10,001-$50,001+$50,000

NOTSURE

27.Howwouldyoucompareyourcompany’suserresearchbudgetin2016to2015?

31%

29%

14%

22%

3%

1%

INCREASED

SIGNIFICANTLY

INCREASEDMODERATELY

ABOUT

THESAME

DECREASEDMODERATELY

DECREASEDSIGNIFICANTLY

NOTSURE

28.Whatwasthereasonforthechangeinyourcompany’suserresearchbudget?

8%11%

27%

47%

7%

INCREASEORDECREASEINPROJECTS

CHANGEINATTITUDETOWARDUXRESEARCH

INCREASEORDECREASEINPERSONNEL

NOCHANGE

OTHER

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29.Outofthebudgetyoujustindicated,whichofthefollowing

methodologiesdoyouinvestin?(Selectallthatapply.)

79%65%59%31%30%28%22%21%18%14%11%8%7%

USABILITYTESTING

SURVEYS

INTERVIEWS

CARDSORTING

FIELDSTUDIES

FOCUSGROUPS

FIRSTCLICKTESTING

PREFERENCETESTING

TREETESTING

DIARYSTUDIES

TABLETAPPS

LONGITUDINALSTUDIES

OTHER

Awell-roundedresearchstrategyincludesavarietyofmethodologies,including

qualitative,quantitative,attitudinal,andbehavioralresearch.Organizationsthatdiversifytheirdatasourcesendupwithamorecompletepictureoftheiruserexperiencethanorganizationsthatstickwithonlyonemethod.

Thisyear,themajorityofsurveyrespondentsindicatedthattheyinvestinthreeormoreoftheseresearchmethodologies.Thefactthatsomanyrespondentshavetheband-widthandresourcestoinvestinmultiplemethodologiesindicatesthatcompaniesarematuringtheiruserexperienceandcustomerexperiencepractices.

30.Howfrequentlydoesyourcompanyrunusabilitytests?

5%

DAILY

19%

WEEKLY

26%

MONTHLY

17%

QUARTERLY

5%

SEMI-

ANNUALLY

6%

2%

ANNUALLY<ONCE

AYEAR

20%

AS

NEEDED

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5%

Forthefourthyearinarow,themajorityofoursurvey

respondents

reportedthattheirtestingfrequencyhasincreased

moderatelyorsignificantly.

31.Howdoesthefrequencyofyourcompany’susabilitytestingin2016compareto2015?

4%1%

22%

INCREASEDSIGNIFICANTLYINCREASEDMODERATELYABOUTTHESAME

42%

DECREASEDMODERATELY

DECREASEDSIGNIFICANTLY

31%

32.Whatwasthereasonforthechangeinyourcompany’susabilitytestingfrequency?

BUDGET

16%

INCREASE/DECREASEINPROJECTS

28%

CHANGEINATTITUDE

TOWARDUSABILITYTESTING

10%

INCREASE/DECREASEINPERSONNEL

34%

NOCHANGE

7%

OTHER

33.Lookingaheadinto2017,howdoyouthinkthefrequencyofyourcompany’susabilitytestingwillchange?

INCREASESIGNIFICANTLYINCREASEMODERATELY

ABOUTTHESAME

DECREASEMODERATELY

DECREASESIGNIFICANTLY

1%

23%

31%

42%

2%

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34.Whenlaunchinganewdigitalproduct(website,mobileapp,feature,etc.),describeyourgreatestconcerns.Whatkeepsyouupatnightas

yougetreadytolaunch?

Note:Thiswasanopenresponsequestion.Belowarethetopfivemostcommonresponsesbasedontextanalysis.

USERS’UNDERSTANDINGOFTHEPRODUCTKPISANDBUSINESSMETRICS

NOTENOUGHRESEARCH/TESTING

BUGSANDTECHNICALPERFORMANCEPRODUCT-MARKETFIT

35.Whatsourcesdoyouusetoimproveyouruserexperienceknowledge?Selectallthatapply.

73%72%57%50%47%45%44%39%38%24%21%17%14%

BLOGS

ONLINEGUIDES

WEBINARS

CONFERENCES

SOCIALMEDIA

ONLINECOURSES

BOOKS

VIDEOS

NETWORKINGEVENTS/MEETUPS

IN-HOUSETRAINING

CERTIFICATIONPROGRAMS

MENTORSHIPS

IN-PERSONCLASSESORUNIVERSITIES

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36.Whatdoyouthinkwillbethemostimportantonlinetrendsafectinguserexperienceinthenext5years?

51%51%47%44%43%42%40%28%27%25%4%

ARTIFICIALINTELLIGENCE

MULTI-DEVICEINTERACTION

INTERNETOFTHINGS

VOICEINTERACTION

VIRTUALREALITY/AUGMENTEDREALITY

OMNICHANNELEXPERIENCES

GLOBALUXDESIGN

WEARABLETECH

TOUCHINTERFACES

GESTURE-BASEDINTERACTION

OTHER

Whatonceseemedlikesciencefictionisnowtop-of-mindforleadingcompanies.

Artificialintelligence,virtual/augmentedreality,andvoiceinteractionarethreetoptrendsthatmadeheadlinesinthepastyear,andorganizationalleadersarerushingtodeterminehowthosetechno