Log in or create a free Rosenverse account to watch this video.
Log in Create free account100s of community videos are available to free members. Conference talks are generally available to Gold members.
Integrating Qualitative and Quantitative Research from Discovery to Live
Summary
Over the last three years Southampton University in the UK has been doing a complete website redesign following an Agile process; user research and performance analytics have been an integral part of the Agile process from the very start. The website has a variety of products aimed at potential students and research collaborators. Performance analytics informed the business case and objectives and qualitative research in Discovery uncovered the user needs to improve the user experience. During alpha qualitative research informed the design of the early prototypes and in beta analytics and user research integrated qual and quant in a variety of metrics around performance and the user experience. The same metrics have been taken forward and enhanced in Live to ensure continuous improvement which sits alongside the new product roadmap. The presentation will outline the integration of qual and quant and give examples of what has been done, the metrics, and how they are informing the user experience and business objectives.
Key Insights
-
•
The University of Southampton faced over 4 million URLs due to decentralized content, causing poor user experience and high bounce rates.
-
•
Replacing 1000+ web content authors with a skilled specialist team improved content quality, consistency, and sustainability.
-
•
Integrating quantitative analytics with qualitative user research enabled a comprehensive understanding of user journeys and needs.
-
•
Measuring over 30 distinct user journeys allowed targeted benchmarking and direct evaluation of site performance.
-
•
Adopting user-centered design was a cultural shift from the university’s previous waterfall approach.
-
•
The beta phase attracted over 4,000 users, providing rich data to validate design choices before full launch.
-
•
Heat maps and recordings revealed user behaviors like 'click rage' where users clicked on non-clickable elements.
-
•
Microsoft reaction cards helped capture user sentiment efficiently, complementing free-text feedback.
-
•
Continuous improvement is enabled by automated data analysis using R scripts and a process to triage issues for design sprints or backlog.
-
•
Stakeholder involvement in observing real user sessions is crucial to overcoming resistance and building empathy for user-centered design.
Notable Quotes
"We are not collecting vanity analytics, the data is doing real work on informing design."
"85% of people were leaving after viewing only one page, showing severe bounce issues."
"The new site had a 19% dropout rate compared to 32% on the old site, showing clear improvement."
"User journeys are the bedrock for deciding which data to collect and measure."
"Some stakeholders still prefer their beliefs to data, even in academia."
"Heat maps showed users clicking on areas they thought were clickable but weren’t, resulting in click rage."
"We brought all the user journeys together with UX designers, content designers, product owners — it wasn’t just analytics and research in isolation."
"Having the qualitative and quantitative data together lets us tell a comprehensive story to stakeholders."
"We started analytics at the beginning so we could benchmark and compare old and new site performance."
"Agile can feel like a cult, but the data helps show it’s working and not just a belief system."
Or choose a question:
More Videos
"We should feel empowered to propose research initiatives that stakeholders aren’t explicitly asking for."
Joanna Vodopivec Prabhas PokharelOne Research Team for All - Influence Without Authority
March 9, 2022
"People like us—having a community—is imperative to not feel alone and to sustain in this space."
Louis Rosenfeld Lashanda Hodge Senongo Akpem Chris HodowanecBecoming a Civic Designer: Making the Move from Private to Public Sector
November 17, 2022
"No need to take notes — session notes, sketch notes, resources, videos and decks will be shared after presentations."
Bria AlexanderDay 3 Welcome
September 25, 2024
"Please take advantage of this opportunity to share, ask questions, and learn together even if you are the most introverted person."
Uday Gajendar Louis RosenfeldDay 2 Welcome
June 5, 2024
"Confidence is a higher burden in retail because people are giving real money; inaccessible flows cause quick abandonment."
Sam ProulxOnline Shopping: Designing an Accessible Experience
June 7, 2023
"Day one is a commencement, a graduation from candidate to employee, not a paperwork slog."
Russ UngerOnboarding: The Ecosystem, not the Afterthought
November 7, 2017
"The store mobile device is the indispensable silent partner enabling store employees to balance task productivity and customer engagement."
Catherine DubutBridging Physical and Digital Spaces: Approaches to Retail Service Design
March 18, 2021
"Sentient design is about intelligent interfaces that are aware of context and intent so they can be radically adaptive to user needs in the moment."
Josh Clark Veronika KindredSentient Design: New Postures for AI-Mediated Experiences (2nd of 3 seminars)
January 29, 2025
"Designers who come out of US tech need to pivot quickly toward broader inclusion or risk being outpaced by other markets."
Dantley DavisLeadership & Diversity—A Fireside Chat with Dantley Davis
September 17, 2020
