Ultradata is a top of the line banking technology solution company that delivers legendary software and mobile banking solutions to their clients. We caught up with Justin, UX lead of their innovation team, to check out his best practices and insights on user experience and user testing in his industry.
Ultradata is in a unique position for user testing. Being a B2B company, they don’t always get to directly user test with the end clients. Justin’s solution is that his direct clients are essentially his user testing participants – which is brilliant! Not only does Justin and his team user test, because he is a part of a big organisation internal testing is a great way for feedback.
“Typically UX designers do a few personas because we have such a broad user base we need personas that fit not one but all users, which can be tricky at best!”
To create a product that can fit into almost everything would be incredibly challenging. However, Justin and his team do it remarkably and have created a product that can be distributed and used by almost everyone. His secrets to creating such a great thing?
“My rule of thumb is, don’t be locked down to anyone design or practice! It can completely limit your outcome. Thinking outside the box is great, but come back at some point as it’s where we live after all.”
Being adaptable in any environment is incredibly important to stay above water. Adapting to your user’s needs and their environment is essentially the foundation of UX. Rules and processes should change depending on your situation, so keeping an open mind to changing designs, it’s essential.
“Be open to the results you get and always user test in any way you can.”
Top tips from Justin on running your user test
Don’t overthink it!
To offend UX leads and UX researchers (sorry in advance), but get caught up and bogged down in user research and testing cycles that are influenced by outside stakeholders or company policies! Tell them what they should and shouldn’t test. This can be difficult but trust in your own UX experience and best practices to get stakeholders over the line. Sometimes UX is as much an education piece as it is solution finding.
There has been a recent influx of “12-week UXers” as I like to call them. They sometimes struggle to think outside the box that they’ve learnt their skills in. Too often when testing with “real world” users, you have to test in the typical textbook style. This usually involves structure, timing and more so that you can fit in with the participant’s needs. But that’s ok!
Be open to the change of style and you may actually gather more than you realise.
Data Gathering – Be sneaky!
Use Guerrilla testing, data analytics, interview as many people with customer contact you can. Don’t be afraid to step into other business areas such as Marketing, Social, Business analysts, Development, Client & Product management.
All of these roles can add value to what you’re looking for. Using tools like Lean UX, you can gain access to these areas of extra information. This is often a great way of gathering data when you don’t have end customer access or aren’t allowed to talk to customers, which I’m afraid is too often the case. This method gives enough insights to make basic informed strategic design decisions, and if you can use “Guerrilla Testing” to research it can be squeezed into nearly every timetable or deadline.