UserTesting 2015 Industry Survey Report

8/16/2019 UserTesting 2015 Industry Survey Report

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UX INDUSTRY SURVEY

REPORT 2015


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Could there possibly be a better time to be involved in UX? Brilliant experiences

have crept from the fringes of business best practices to front-and-center for many

companies throughout the world.

Customer experience has become a growing focus for companies of all sizes,

including all of the interactions the customer has with the brand—not just the

digital ones.

Along with this, organizations are taking a more mature approach to collecting

and utilizing customer feedback. Many companies are realizing it’s no longer

enough to run surveys or user tests a couple of times a year. Instead, they’re

working constantly to build a consistent experience across channels and on all

devices, and customer feedback is the driving force behind that work.

In our third annual UX Industry Survey, we sought to dig deeper into some of these

trends and uncover more insights on how companies approach user experience

(and customer experience). Here are the responses, along with some insights onthe important changes we’ve noticed from previous years.

1. WHAT IS YOUR GENDER?

2. WHAT IS YOUR COUNTRY OF RESIDENCE?

We’re in the midstof an emerging

movement aroundbuilding products,campaigns, andexperiences basedon continuousfeedback fromcustomers.

INDUSTRY SURVEY REPORT INSIGHTS 2015 | 02

7,725survey participants

44% 55% 1%

Australia 2.29%

South Africa 0.71%Canada 5.33%

United Kingdom 7.7%

Ireland 0.61%

United States 64.83% New Zealand 0.62%

Other 17.9%


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3. WHAT IS YOUR AGE?

4. WHAT’S THE HIGHEST LEVEL OF EDUCATION YOU’VE ACHIEVED?

5. WHAT IS YOUR JOB FUNCTION? (What department or team are you a part of?)

6. WHICH OF THESE CHOICES BEST DESCRIBES YOUR ROLE?


In-house Consultant at

an agency

Independent

consultant /

freelance

Business owner

0%

20%

40%

60%

80%

OTHER INCLUDES:

• Education

• IT

• Design

56.4%

13.14%

20.27%

10.18%


4/14INDUSTRY SURVEY REPORT INSIGHTS 2015 | 04

7. WHICH OF THE FOLLOWING BEST DESCRIBES THE PRINCIPALINDUSTRY OF YOUR ORGANIZATION?

TOP 5 PRINCIPALINDUSTRIES:

1. Advertising and Marketing

2. Education

3. Consumer High Tech Services

4. Business High Tech Services

5. Healthcare and Pharmaceuticals

OTHER INCLUDES:

IT and Software



8. WHICH TEAM IN YOUR COMPANY FINDS THE MOST VALUE INUX RESEARCH?

This indicates that while UX research has traditionally been constrained to certain

individuals or teams within a single department in any given company, teams of

all kinds are starting to discover the value of evaluating and measuring the user

experience they provide. It also suggests that marketers and product teams may be

weaving customer feedback into their processes more extensively than in the past.

9. WHAT DO YOU THINK WILL BE THE MOST IMPORTANT ONLINETRENDS AFFECTING UX RESEARCH IN THE NEXT 5 YEARS?

Multi-device interaction has held the lead in this question for the past three

years. It supports the idea that the line between digital and physical experiences

is blurring*, with more and more brand interactions spanning multiple devices

and extending into the real world. Consumer journeys frequently span devices

and channels, yet consumers don’t view these as separate experiences. What

does this tell us? Companies can’t treat digital and physical channels as separate

entities anymore—and it underlines the importance of providing a consistently

excellent experience across all channels.

*Source: Navigating the New Digital Divide: Capitalizing on Digital Influence in Retail, Deloitte Digital, 2015.

Compared withprevious years, there

was a much moreeven distributionbetween Marketing, Product, and UX teams in 2015.


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10. ON AVERAGE, WHAT IS YOUR COMPANY’S MONTHLYBUDGET FOR UX RESEARCH? (Converted to USD)

Year over year, we’ve watched the majority of responses shift away from small

to mid-sized monthly budgets. This suggests companies are allocating more

resources to UX research on a monthly basis, allowing for more ongoing user

feedback, testing of more initiatives, and even benchmarking their UX over time.

11. OUT OF THE BUDGET YOU JUST INDICATED, WHICH OFTHE FOLLOWING METHODOLOGIES DO YOU INVEST IN?


In 2014, the largestsegment was the$1 to $500 budgetrange. This year, thelargest was $1,001to $5,500.

There were increasein all ranges above$500, and decreasein all ranges below$500.

*Excluding participants who select

“We don’t have a fixed budget” an

“I’m not sure.”



12. HOW WOULD YOU COMPARE YOUR COMPANY’S UXRESEARCH BUDGET IN 2015 TO 2014?

13. WHAT WAS THE REASON FOR THE CHANGE IN YOURCOMPANY’S UX RESEARCH BUDGET?

14. WHAT PERCENT OF YOUR TIME IS SPENT CONDUCTINGUSABILITY TESTS?

15. WHAT PERCENTAGE OF YOUR COMPANY’S USABILITYTESTING IS DONE INPERSON?

Increase ordecreasein projects

13.17%

Increase ordecrease

in personnel

8.43%

Other

6.03%

N/A(no change)

51.66%

Change inattitude towardsusability testing

20.72%

0% 1-25% 26-50% 51-75% 76-100%

0%

20%

40%

60%

15.48%

62.70%

14.85%

5.03%1.94%

0% 1-25% 26-50% 51-75% 76-100%

0%

20%

40%

60%

23.26%

36.84%

15.30%10.94%

13.66%



16. WHAT PERCENTAGE OF YOUR COMPANY’S USABILITYTESTING IS DONE REMOTELY?

17. WHAT PERCENTAGE OF YOUR COMPANY’S REMOTEUSABILITY TESTING IS MODERATED?

18. HOW DOES YOUR COMPANY RECRUIT PARTICIPANTS FORYOUR USABILITY TESTING?

0% 1-25% 26-50% 51-75% 76-100%

0%

20%

40%

60%

23.18%

29.53%

17.13%13.22%

16.95%

0% 1-25% 26-50% 51-75% 76-100%

0%

20%

40%

60%

34.11%28.38%

13.65%8.69%

15.16%


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19. ON AVERAGE, HOW MANY USERS DOES YOUR COMPANYRECRUIT PER USABILITY STUDY?

20. HOW OFTEN DOES YOUR COMPANY RUN USABILITY TESTS?

This year, we saw a rise in more frequent testing. The percentage of respondents

who ran tests daily doubled from 2014 to 2015. The number of professionals who

ran tests weekly increased moderately, while those who ran tests monthly or less

frequently decreased.

21. HOW DOES THE FREQUENCY OF YOUR COMPANY’S TESTINGIN 2015 COMPARE TO 2014?

22. WHAT WAS THE REASON FOR THE CHANGE IN YOURCOMPANY’S TESTING FREQUENCY?


The percentageof respondentswho ran tests dailydoubled from2014 to 2015.



23. LOOKING AHEAD INTO 2016, HOW DO YOU THINK THEFREQUENCY OF YOUR COMPANY’S TESTING WILL CHANGE?

24. WHAT SOURCES DO YOU USE TO IMPROVE YOUR USABILITYKNOWLEDGE?

In 2016, more thanhalf (59.94%) of

respondents saytheir company willtest more frequently.

Increasesignificantly

18.77%

Increasemoderately

40.77%

Aboutthe same

36.84%

Decreasemoderately

2.54%

Decreasignifica

1.08%



25. HOW MANY PEOPLE ARE EMPLOYED AT YOUR COMPANY?

26. DOES YOUR COMPANY HAVE A DEDICATED TEAM FORUX RESEARCH?

27. HOW MANY PEOPLE IN YOUR COMPANY, PARTTIME ANDFULLTIME, WORK ON USER EXPERIENCE?

24.24%

8.27%

17.72%

21.60%

10.74%

17.44%

35.47%

51.36%

13.17%



28. WHAT DOES YOUR COMPANY CURRENTLY RUN USABILITYTESTING ON?


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CLOSING THOUGHTS

Given the rise in budgets, the expansion in types of teams doing UX research,

and an even greater focus on improving omni-channel experiences, it’s evident

to us that providing an outstanding experience to customers is at the forefront

for many organizations.

We predict that in the coming years, companies will invest more heavily in

creating products and experiences based on continuous feedback from their

customers, and customer experience will become a shared responsibility among

all teams in an organization.

For years we’ve been hearing that customer experience is apriority for executives, but for the first time this survey revealsthat companies of all sizes are finally making significantinvestments in CX.”

Chris Hicken, UserTesting President


“


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Create great experiences

UserTesting is the fastest and most advanced user experience research platform on the market. We give marketers,product managers, and UX teams on-demand access to people in their target audience who deliver audio, video,

and written feedback on websites, mobile apps, prototypes, and even physical products and locations.

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UserTesting 2015 Industry Survey Report