User Research : User

Surveys
User Research

• User research is the systematic study of the goals, needs, and

capabilities of users to specify the design, construction, or
improvement of tools to benefit how users work and live.
• User research is an umbrella of tools and methods of knowing who
our users are, what do they want to achieve, what do they think of
your product and more.
• There are various ways of User Research such as User Interview,
Ethnography Research, Personas, A/B testing, UX Surveys and more.
For this activities, we are going to focus on User Survey. 
User Surveys

A form, which people answer on paper or online.

These can genuinely feel anonymous, which is useful.

• A set of questions, sent to a targeted group of users, that probes their

attitudes and preferences.
• Surveys can be a quick , easy and inexpensive way to obtain data questions
designer/ developer asked.
• Crafting questions for survey will depend on what you’re looking to achieve
– there’s no magic list of questions that can be copied and pasted. In order
to form good questions, you must first understand the customer’s pain, and
also know how to form questions that won’t bias your data.
 User Surveys Cont..
• Here are a few tips to help you:
• Understand the customer problem
• When understand the user problem, developer able to decide which question to ask.
• Understand questions types
• When it’s time to form the questions for your customer survey, not all questions are created equal. To avoid
biasing your data, consider the following types of questions.
• Good question types:
• Task-driven feedback questions (e.g., “Tell me about your experience using your current Banking App.”)
• Open-ended questions about expectations or impressions (e.g., “What is your favorite feature?”)
• Follow-up questions (e.g., “How would you rate your experience of the app?”)
• Bad question types:
• Yes or no questions. If they can be answered with a “yes” or “no,” they’re closed questions – meaning you
can’t really probe for more information. These aren’t very helpful when you’re trying to dig deeper into a
customer’s mindset.
• Assumptive questions. Specifically, we mean questions that assume a positive or negative experience, like:
“What did you hate most about this feature?”
• Leading questions. Going back to bias, this is the kind of question that encourages a desired answer. Like,
“If you enjoyed this product, should we create more like it?”
• Funneling questions. These are general questions that drill down to a specific point – kind of like how
detectives question a witness by asking for more and more detail about one specific thing.
 User Surveys Cont..
Example questions
Let’s say a bank’s design team is
looking to redesign the bank’s online
and mobile app, where users access
their banking information, check
their bank balances, make payments
on their cards, etc. Before they start
designing, they want to confirm
areas of improvement on the app.
They start by asking customers what
they think of the current bank app.
Throughout the interview process
they want to get the most honest
answers while avoiding getting false
validations.
•Example 1: "What do you like about the current Banking App?" This is a bad question because it assumes a
positive experience. A better question would be: "Tell me about your experience using your current Banking
App."
•Example 2: "Was using the app for the first time easy?" This is bad because it's a yes or no question and is
assumes a positive experience. A better question would be: "What were your impressions of the on-boarding
experience within the app?"
•Example 3: "Would you rate the usability of the app as good? Why or why not?" Again, this assumes the
customer has had a positive experience. A good alternative would be: "What would you rate the usability of
the app? Why?"
•Example 4: "Do you use (x) feature?" This question asks the user something they can give a yes or no answer
to and is a funning the user. A better question to ask would be: "What features do you use the most on the
app?"
•Example 5: "Was this feature confusing?" This example assumes a negative experience. Try something more
open ended, like: "What does this feature mean to you?"
User surveys cont..

• There are a few platform that can help to design the user
surverys, such as :
• Survey Monkey
• Google Forms
• Survey Gizmo
• Wufoo
• Survey town
• Typeform

THINK PHASE:
phase is about generating ideas and uncovering
qualitative insights, which is a great time to ask
open-ended questions:
Question: If you could improve one thing about this product, what
would it be?
Why it’s useful: Get ideas for improvements and uncover possible user
pain points.
Question: What is one thing you wish this product could do that it
doesn’t do already?
Why it’s useful: Get ideas for new tools or features to add to your
product roadmap.

Question: If you knew that we would make one change to our product
the next time you logged in, what would you want it to be?
• Using LEAN UX Why it’s useful: Get ideas for improvements, uncover possible user
pain points, and prioritize changes.
model in creating UX survey questions

the user surveys

Question: On a scale of 1-10, how would your use of our product be impacted by
[feature/change]?
MAKE PHASE: Why it’s useful: Understand the potential impact of changes from the users'
help you prioritize perspective.
aspects of your product
roadmap: Question: Please state your agreement with the following: "[feature/change] would
make my job easier."
Why it’s useful: Understand how users perceive potential additions or changes to
your product in terms of their goals and objectives

CHECK PHASE:
helps you understand whether
product changes have improved the
user experience. You can use a
mixture of closed- and open-ended
questions during this phase::
Question: Rate your agreement with the following: "[feature/change] has made my job easier."
Why it’s useful: Assess the performance of a new feature or product update in terms of users'
goals and objectives.
Question: How has [feature/change] affected the way you use our product?
Why it’s useful: Get voice of the customer (VoC) feedback that directly relates to a recent
change or update to your product.

Question: Is there anything you would change about how [feature/change] works?
Why it’s useful: Gain product experience insights about new features and changes that can
lead into the next THINK phase of the Lean UX cycle.