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

@awirtanen

100 clients/year

Photo credit: lamont_cranston (flickr)

http://www.flickr.com/photos/theshadowknows/4211036452/

20 hours/client

Photo credit: Nati Devalle (flickr)

http://www.flickr.com/photos/taly/3304156525/

The client worksheet

Atlanticbt.com

http://atlanticbt.com/

Prepare good questions

Photo credit: Nicola Jones (flickr)

http://www.flickr.com/photos/photomequickbooth/3531951972/

The client kickoff

Photo credit: M.V. Jantzen (flickr)

http://www.flickr.com/photos/mvjantzen/2888264507/

Set up analytics!

Photo credit: Ian Muttoo (flickr)

http://www.flickr.com/photos/imuttoo/3591260146/

Where are your users from?

Google.com/Analytics

http://google.com/analytics

How did they find your site?



How are they looking at your site?



What are they clicking on?



What are they looking at?

Clicktale.com

Attention vs. Scrolling

http://www.mouseflow.com/

Do they know the purpose of your site?

FiveSecondTest.com

http://www.fivesecondtest.com/

Do they know where to click?

NavFlow.com

http://www.navflow.com/

Is there previous research?

Photo credit: Mike Bonnet Jr. (flickr)

http://www.flickr.com/photos/michaelbonnettjr/1386361867/

Look at Facebook

Photo credit: Ian Muttoo (flickr)

http://www.flickr.com/photos/imuttoo/3591260146/

Look at Twitter

Photo credit: Fumi Yamazki (flickr)

http://www.flickr.com/photos/fumi/2668956097/

Look at Pinterest

Look at customer support emails

Photo credit: Duane Hess (flickr)

http://www.flickr.com/photos/legozilla/3553485856/in/set-72157594163765978/

Then build your personas/profiles!

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

Design

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