One Step Removed: Using analytics, unmoderated tools, and client interviews to learn the most about...

@awirtanen

100 clients/year

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20 hours/client

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The client worksheet

Atlanticbt.com

Prepare good questions

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The client kickoff

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Set up analytics!

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Where are your users from?

Google.com/Analytics

How did they find your site?

Google.com/Analytics

How are they looking at your site?

Google.com/Analytics

What are they clicking on?

Google.com/Analytics

What are they looking at?

Clicktale.com

Attention vs. Scrolling

Do they know the purpose of your site?

FiveSecondTest.com

Do they know where to click?

NavFlow.com

Is there previous research?

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Look at Facebook

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Look at Twitter

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Look at Pinterest

Look at customer support emails

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Then build your personas/profiles!

Photo credit: Bearman2007 (flickr) Thanks! - @awirtanen