Developing innovative qualitative research techniques for effective digital marketing strategy
-
Upload
merlien-institute -
Category
Education
-
view
6 -
download
4
description
Transcript of Developing innovative qualitative research techniques for effective digital marketing strategy
By Stanislav & Preslav Bondjakov, DirectorsConsumerVisions
Developing innovative qualitative researchtechniques for effective digital marketing strategy
ConsumerVisionsDigital Media Research+Strategy
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
2
Who we are...
ConsumerVisions – specialised digital media research agency, owned by Preslav & Stanislav
Focusing on building digital strategies based on consumer insights & helping organisations offer successful digital media
Prior to establishing ConsumerVisions, we have worked at leading global market/social research agencies
Building on many years of research experience, including in digital media research
Have consulted to a wide range of commercial and government organisations in Australia and New Zealand
Regular speakers at conferences and forums
Partner with specialised research recruitment agencies to recruit top quality participants
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
3
The Internet Evolution...
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
4
The internet evolution
[INSERT 2 minute VIDEO HERE] ...[FILE TOO LARGE TO BE EMBEDDED – TO BE PLAYED SEPARATELY]
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
5
Some promising stats...
Some key statistics in Asia show that: Out of a total population of 3,834,792,852, there is 825,094,396
internet users (nearly 22%);
42% of world internet users are in China alone;
Internet user growth in Asia between the year 2000 and 2010 was 622%;
Half of all internet users in Asia are from China.
While Oceania / Australia accounts only for 1% of world internet users, internet penetration is 61% In 2010, internet user growth in Oceania / Australia was 179%
With the proposed new National Broadband Network, internet penetration is forecasted to increase to 98% of all Australian households
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
6
But be wary of savvy consumers...
Digital consumers are becoming very savvy in their website selection and the way they use websites - “Now, when people go online they know what they want and how to do it” says Dr. Jakob Nielsen, global usability guru
Websites are selected on the basis of good design, intuitive navigation, high level of user empowerment, engagement, and relevance
Websites are more likely to succeed if they are designed according to how humans think and behave
Users read web pages in an "F" pattern. They're more inclined to read longer sentences at the top of a page and less and less as they scroll down. That makes the first two words of a sentence very important
Users are extremely good at screening out things and focusing in on a small number of salient page elements
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
7
Users connect well with images of people looking directly at them - professional images are not appealing, people relate easier to more realistic images
According to Dr. Nielsen, only 25% of people travel via a homepage to reach to where they want to go on a website, the rest search and get straight to the destination page
People are spending less time on websites – there is a greater need to present them with highly relevant, well organised information
Hence, the need to develop highly usable, well organised websites and applications which are developed with users.
But be wary of savvy consumers...
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
8
From Web 1.0 to 3.0...
4 minute video - illustrating the social media revolution...[FILE TOO LARGE TO BE EMBEDDED – TO BE PLAYED SEPARATELY]
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
9
From Web 1.0 to 3.0...
Web 1.0 is the internet before 1999, experts call it the ‘Read-Only’ era Users were only able to read static information
No active communication flow from consumer to producer of information, no real interaction, low levels of user engagement and empowerment
Web 2.0: The year 1999 marked the beginning of a Read-Write-Publish era Higher levels of user empowerment & interactivity, incl. blogging, social
media & live video streaming
Publishing of user content is only a few clicks away
Few remarkable developments of Web 2.0 are Twitter, Facebook, YouTube, LinkedIn, Flickr and MySpace.
Web 3.0: The era of personalisation, semantic web, intelligent search, and behavioural targeting and advertising
Web 4.0: ...under development...leave it for next conference!!!
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
10
Where to from now?
Although the internet usage is booming and users are savvier than ever...
...digital media is still catching up
Organisations need to understand their digital customers & respond to their needs
Perceived value of digital media research is increasing
Just as it took a while for advertising research to take off, following the TV boom (50’s-60’s), digital media is at its peak of development now and consumer research is starting to become an integral part of it...
The sites of the (near) future will be developed with consumers, using innovative research solutions
We are here to enlighten you on cutting edge qualitative research techniques for building effective digital marketing strategies...
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
11
From research to application
Through our innovative qualitative research methods we help clients: Develop a consumer-centric strategy which also recognises the
business requirements and limitations
Develop sustainable digital offering through in-depth understanding of digital consumer’s needs and expectations
Ensure digital offer is relevant, up-to-date, and usable
Improve e-commerce and m-commerce presence and sales, by developing highly impactful and relevant ‘shop fronts’ or homepages, as well as seamless shopping experiences
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
12
Research methodologies...
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
13
Consumer driven strategy
Motivations
Brand attitudes
Digital lives
Competitive environment
Brand challenges
Insights & foresights
Needs & preferences
Digital strategy
Market-driven web offer
Platforms
Interaction
Technology/ trends
Business requirements
Multi-channel
DigitalConsumers Qualitative research
User experience optimisation
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
14
Methodology model
1. Situation analysis
2. User needs research
3. User experience research
4. Web development
Digital strategy
development
Prototypedevelopment
Overall goal: Assisting organisations in formulating market-driven digital strategies, leading to optimal digital offers, e.g. websites, apps, etc.
User experience
optimisation
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
Purpose: Understanding market environment, business context & goals, current digital offer, and existing research & data
15
Overview of methodologies
Step 1: Situation analysis
Methods: Expert site review & web assets audit
Market/Competitor analysis
Site analytics review
Business requirements & KPIs – interviews with key internal stakeholders
Workshops with web design & development team
Key outcome: Input into digital strategy & user needs research design
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
Purpose: Deep understanding of digital consumers’ lives. Exploring user needs, preferences, motivations, brand attitudes & behaviours, with a view to developing a consumer-centric digital strategy.
16
Overview of methodologies
Step 2: User needs research
Methods: Exploratory focus groups – incl. persona development, card sorts
In-depth interviews
User workshops – incl. usability testing, task completion, observations
Key outcomes: Digital strategy
Prototypes
Specs brief to designers
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
Purpose: Discovering issues with usability, design and branding, with a view to recommending optimised user experience.
17
Overview of methodologies
Step 3: User experience research
Methods: Expert review - to identify key problem areas prior to user testing
User workshops/interviews – incl. usability testing, task completion, observations To identify usability problems with navigation, labelling, content, page layout. Involves task
completion and provides suggestions to improve user experience
Key outcomes: Recommendations for optimised user experience
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
18
Focus on research methods
Focus groups Exploratory discussions:
Number of groups depends on audience groups/segment types
6-8 participants per group, recruited & screened professionally
Exploratory funnel approach – group members participate in a spontaneous discussion. General topics are explored first, followed by more specific topics.
Used for: Understanding digital consumers’ needs, attitudes, motivations & behaviours
Brainstorming ideas; uncovering marketing insights; developing hypothesis
Outcomes: Data is qualitative & directional, not conclusive. Views are analysed & then
summarised. No attempt is made to quantify the findings.
Findings feed directly into digital strategy development.
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
19
Focus on research methods
In-depth interviews Interviews follow the same general principles as focus group, in the context of
informal and unstructured discussions.
User workshops 3 phased session:
Involves ‘real’ users or potential users of the website
4-5 participants per session, recruited & screened professionally
– Phase 1: Unpolluted initial group discussion of people’s needs and expectations of the site, marketing mix elements – begin to form an idea of consumer motivations and behaviours
– Phase 2: Each participant completes a set of tasks on the site on a PC – ‘think aloud’ method or recording in a workbook is used. Each participant is observed by a senior researcher. Key site usability issues are uncovered.
– Phase 3: Follow-up group discussion - focus website projected on data projector. Discussion of experiences with the site, stumbling blocks, opportunities for enhancements and optimisation of user experience. This discussion provides specific suggestions for improvement of site’s navigation, design, and content.
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
20
Focus on research methods
User workshops cont’d... Used for:
Usability testing, marketing mix evaluation
Understanding a site’s next level from users’ perspective
Outcomes: Actionable recommendations for optimised user experience & web
performance. Aided by visual outputs such as interactive prototypes, marked-up pages, and implementation workshops.
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
21
Case study...
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
22
Case study
Redevelopment of a key Australian Government website Australian Department of Broadband, Communications & the Digital
Economy is one of Australian Government’s key departments
It has a public website with over 5,000 web pages and over 3,000 downloadable documents
The website’s main audience is the general public, as well as businesses
Website was designed around business areas, rather than being user-centric
It was difficult for users to achieve their tasks on the site, and there were low levels of satisfaction
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
23
Case study
A continuous website improvement program implemented:
1. Overall strategy for the Department’s digital offering;
2. Two consecutive qualitative research studies on the Department’s site;
3. Expert and usability reviews of a Web 2.0 mapping application;
4. An annual web performance monitoring project, tracking website KPIs on a quarterly basis.
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
24
Case study
Qualitative studies: First study comprised of 8 workshops with website users – total of 53
participants. Second study involved 9 workshops, with a total of 67 participants
Studies focussed on exploring the needs and preferences of users for the site
Iterative development of the site with prototypes tested at each stage
Each workshop lasted 2 hours, and it was divided in 3 parts The first part explored users’ needs and expectations of the site, its navigation,
design, and content. Also, key perceptions of the Department and its online communication tools.
The second part consisted of an individual workbook completion, covering a set of tasks on the old and new sites, and a set of website ratings.
This was followed by an in-depth discussion about users’ experience with both sites, encountered issues and suggested improvements to the current site. Suggestions included improvements to the site’s navigation, design and content.
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
25
Case study
Usability reviews & web performance monitoring: Expert and usability reviews of the Web 2.0 application were concurrently
run with the second qualitative study.
Web performance monitoring program focuses on tracking website KPIs to identify areas of poor performance and provide actionable recommendations for improvement in navigation, design and content.
KPIs were developed in close consultation with the Department’s executives who own the content on the site. Included business requirements gathering and confirmation.
As a result of the qualitative research and the web performance monitoring program, the Department has started to implement recommendations such as improving the page design, layout, and Web 2.0 technologies.
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
26
Case study
Original homepage
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
27
Case study
2nd iteration of homepage - based on research
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
28
Case study
Prototype of new homepage - based on research
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
29
Case study
Latest homepage - based on recommended prototype
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
30
Case study
Examples of some Web 2.0 tools embedded in the Department’s sites
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
31
Case study
Web 2.0 application example – initiatives map
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
32
Key outcomes for client
Digital strategy with recommendations on key areas to focus, according to user and business requirements – transformation of business-centric to more user-centric
In-depth understanding of key segment needs and behaviours, leading to development of a more usable and relevant website
Actionable recommendations for key website improvements including navigation, design and content
Implementation of Web 2.0 technologies
Implications for the re-design of the Department’s Intranet to being more user-centric
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
33
E-commerce example...
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
34
E-commerce example...
A multi-channel international retailer with offline retail stores as well as an online store
Client identified declining online sales over a year, but did not know the reasons behind this decline
Research program included:
1. Site analytics review - identified where most drop-outs were coming from;
2. Expert review - identified some major site flaws;
3. User experience workshops – identified reasons behind poor sales, e.g. product selection & bundling, shopping process, poor synchronisation with offline product stock, registration, and payment page
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
35
E-commerce example...
Following all research, it was recommended that: Homepage design is improved to include a centre page moving-images
panel which show cases the uniqueness of the brand and products, with ability to start shopping straight from this panel;
The shopping experience is improved, including simpler site navigation, easier product selection, better integration with social media tools, and full offline and online product stock synchronisation
Client has implemented key recommendations and has already started to see improvements in sales.
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
36
More successful stories...
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
37
Some of our key clients...
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
38
More of our work...
Background: Kraft Foods embarked on a major global website redevelopment project which involved redeveloping and redesigning their websites in all of their main markets
Key objectives: To identify the optimal content, look and user flow for the Kraft Foods Australia website, and drive up volume via extended usage ideas
Methodology: Qualitative research involving interactive workshops, in-depth interviews, observation, ratings
Outcomes: Kraft Foods have seen marked improvement in visitation rates of the site since its redevelopment, and also indications of increased volume.
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
39
More of our work...
Background: Re-development of Sun Safety website for Queensland Health – market research to develop new IA for, and key design aspects & tools/features
Key objectives: increase site uptake through effective marketing and positive user experience; motivate users to return to the site; and advocate the site to others
Methodology: Conducted consumer workshops, worked with a web designer to develop the new IA, features, design elements
Outcome: Client re-developed the website completely, implementing the new IA and design recommendations
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
40
In conclusion...
Through innovative qualitative research methods clients: Develop a consumer-centric strategy which also recognises the
business requirements and limitations
Develop sustainable digital offering through in-depth understanding of digital consumer’s needs and expectations
Ensure digital offer is relevant, up-to-date, and usable
Improve e-commerce and m-commerce presence and sales, by developing highly impactful and relevant ‘shop fronts’ or homepages, as well as seamless shopping experiences.
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
41
Question time...
Contact: Stanislav Bondjakov, DirectorEmail: [email protected]: www.consumervisions.com.au Phone: +61 425 744 796
Website Evaluation & Usability Testing
© 200
9 C
onsu
mer
Vis
ions
42
Presented at the Asia-Pacific conference on Qualitative Research in Web 2.0 22 & 23 Feb 2011, Macau SAR
For more informationPlease visit: http://www.merlien.org