In her 4 years at Citi FinTech, Rachel has taken a team of one to a team of 25, becoming a nimble function widely requested across North America and APAC to solve some of the company’s most challenging problems. She was able to command that scale for one reason: reinventing the user research service model. During her keynote, Rachel will share proven strategies and approaches to get your voice heard on behalf of the customers you represent, shape product and design decisions, and communicate business impact.
presented by Rachel Carpenter
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UX professionals have begun to focus on the how to deliver a highly engaging customer experience. One of the key challenges is to accurately measure a wide range of customer emotions including engagement, joy, frustration, trust, confidence, surprise, and disgust.
In my presentation I will share the results from a case study that focused on measuring customer emotions while using different virtual dressing rooms on three e-commerce websites. I will present biometric data from users, including eye tracking, facial expressions, and galvanic skin response (GSR) to show a more complete picture of the emotional user experience which would otherwise be difficult to detect using analytics, market research, or traditional user research methods.
presented by Bill Albert, Jessica Marriott
Our Zebra research team is applying service design methodology to better understand the dynamics of enterprise operations. But, instead of focusing on a single consumer’s journey - we are studying the many interconnected enterprise employees capturing data and making critical real-time decisions in a rapidly moving and complex logistics process.
presented by Graham Marshall
Doing awesome user research and uncovering useful insights about our customers is only effective if we get people to act on those findings. In this talk I'll discuss the exact framework and set up I've used successfully at every company I've worked for to help them turn user research insights into action.
presented by Zack Naylor
How do we make it easier for users to differentiate between key market-moving indicator colors, like reds and greens, to successfully use the Bloomberg Terminal to trade and analyze securities? In this talk, we will be showcasing a real-world case study re-imagining the way accessibility UX research is accomplished - through a quantitative and qualitative lens focused from the perspective of color vision deficiencies from within the financial industry. We will share highlights and lessons learned from our experiences in researching, designing, and implementing our insights at Bloomberg, and will also provide advice to other researchers and designers who are seeking to advance accessibility initiatives in their own firms.
presented by Jaris Oshiro, Hala Shih
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Often when user researchers join a new company, new team, or a new project we want to go full speed ahead and triage all the research issues and start “researching”. However, it’s not always the best idea to jump into user research headfirst, even when stakeholders express enthusiasm for user research. In fact, sometimes jumping in headfirst will lead to all efforts backfiring. In this talk, I’ll share some learnings and takeaways from working with product managers and designers at CBRE Build, including some instances when it’s better to take a step back, assess the current landscape and not engage in user research.
presented by Kathy Liu
Are you tired on working on vision blue sky research and then nothing gets built? Or are you forever doing usability testing on tiny changes that don’t move the needle? We present some practical ways in which can help turn this around: from alternative org structures, to 8-week research sprints, to outcome-focused KPI’s. There’s something for everyone!
presented by Natalie Connors, Tiffany Walker
