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1 UX INDUSTRY SURVEY REPORT 2015

2 We re in the midst of an emerging movement around building products, campaigns, and experiences based on continuous feedback from customers. 7,725 survey participants 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 on the important changes we ve noticed from previous years. 1. WHAT IS YOUR GENDER? 44% 55% 1% 2. WHAT IS YOUR COUNTRY OF RESIDENCE? United States 64.83% United Kingdom 7.7% Australia 2.29% New Zealand 0.62% Other 17.9% Canada 5.33% South Africa 0.71% Ireland 0.61% INDUSTRY SURVEY REPORT INSIGHTS

3 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?) OTHER INCLUDES: Education IT Design 6. WHICH OF THESE CHOICES BEST DESCRIBES YOUR ROLE? 80% 56.4% 60% 40% 20% 13.14% 20.27% 10.18% 0% In-house Consultant at an agency Independent consultant / freelance Business owner INDUSTRY SURVEY REPORT INSIGHTS

4 7. WHICH OF THE FOLLOWING BEST DESCRIBES THE PRINCIPAL INDUSTRY OF YOUR ORGANIZATION? TOP 5 PRINCIPAL INDUSTRIES: 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 INDUSTRY SURVEY REPORT INSIGHTS

5 Compared with previous years, there was a much more even distribution between Marketing, Product, and UX teams in WHICH TEAM IN YOUR COMPANY FINDS THE MOST VALUE IN UX 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 ONLINE TRENDS 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, INDUSTRY SURVEY REPORT INSIGHTS

6 10. ON AVERAGE, WHAT IS YOUR COMPANY S MONTHLY BUDGET 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 OF THE FOLLOWING METHODOLOGIES DO YOU INVEST IN? In 2014, the largest segment was the $1 to $500 budget range. This year, the largest was $1,001 to $5,500. There were increases in all ranges above $500, and decreases in all ranges below $500. *Excluding participants who selected We don t have a fixed budget and I m not sure. INDUSTRY SURVEY REPORT INSIGHTS

7 12. HOW WOULD YOU COMPARE YOUR COMPANY S UX RESEARCH BUDGET IN 2015 TO 2014? 13. WHAT WAS THE REASON FOR THE CHANGE IN YOUR COMPANY S UX RESEARCH BUDGET? Increase or decrease in projects 13.17% Change in attitude towards usability testing 20.72% Increase or decrease in personnel 8.43% N/A (no change) 51.66% Other 6.03% 14. WHAT PERCENT OF YOUR TIME IS SPENT CONDUCTING USABILITY TESTS? 80% 60% 62.70% 40% 20% 0% 15.48% 14.85% 5.03% 1.94% 0% 1-25% 26-50% 51-75% % 15. WHAT PERCENTAGE OF YOUR COMPANY S USABILITY TESTING IS DONE IN-PERSON? 60% 40% 20% 23.26% 36.84% 15.30% 10.94% 13.66% 0% 0% 1-25% 26-50% 51-75% % INDUSTRY SURVEY REPORT INSIGHTS

8 16. WHAT PERCENTAGE OF YOUR COMPANY S USABILITY TESTING IS DONE REMOTELY? 60% 40% 20% 23.18% 29.53% 17.13% 13.22% 16.95% 0% 0% 1-25% 26-50% 51-75% % 17. WHAT PERCENTAGE OF YOUR COMPANY S REMOTE USABILITY TESTING IS MODERATED? 60% 40% 34.11% 28.38% 20% 13.65% 8.69% 15.16% 0% 0% 1-25% 26-50% 51-75% % 18. HOW DOES YOUR COMPANY RECRUIT PARTICIPANTS FOR YOUR USABILITY TESTING? INDUSTRY SURVEY REPORT INSIGHTS

9 19. ON AVERAGE, HOW MANY USERS DOES YOUR COMPANY RECRUIT PER USABILITY STUDY? 20. HOW OFTEN DOES YOUR COMPANY RUN USABILITY TESTS? The percentage of respondents who ran tests daily doubled from 2014 to This year, we saw a rise in more frequent testing. The percentage of respondents who ran tests daily doubled from 2014 to 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 TESTING IN 2015 COMPARE TO 2014? 22. WHAT WAS THE REASON FOR THE CHANGE IN YOUR COMPANY S TESTING FREQUENCY? INDUSTRY SURVEY REPORT INSIGHTS

10 In 2016, more than half (59.94%) of respondents say their company will test more frequently. 23. LOOKING AHEAD INTO 2016, HOW DO YOU THINK THE FREQUENCY OF YOUR COMPANY S TESTING WILL CHANGE? Increase significantly 18.77% Increase moderately 40.77% About the same 36.84% Decrease moderately 2.54% Decrease significantly 1.08% 24. WHAT SOURCES DO YOU USE TO IMPROVE YOUR USABILITY KNOWLEDGE? INDUSTRY SURVEY REPORT INSIGHTS

11 25. HOW MANY PEOPLE ARE EMPLOYED AT YOUR COMPANY? 24.24% 21.60% 8.27% 10.74% 17.72% 17.44% 26. DOES YOUR COMPANY HAVE A DEDICATED TEAM FOR UX RESEARCH? 13.17% 35.47% 51.36% 27. HOW MANY PEOPLE IN YOUR COMPANY, PART-TIME AND FULL-TIME, WORK ON USER EXPERIENCE? INDUSTRY SURVEY REPORT INSIGHTS

12 28. WHAT DOES YOUR COMPANY CURRENTLY RUN USABILITY TESTING ON? INDUSTRY SURVEY REPORT INSIGHTS

13 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 a priority for executives, but for the first time this survey reveals that companies of all sizes are finally making significant investments in CX. Chris Hicken, UserTesting President INDUSTRY SURVEY REPORT INSIGHTS

14 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 Bayshore Parkway, Mountain View, CA A GUIDE TO BUYING THE RIGHT USER RESEARCH PLATFORM 10

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