No Excuse, User Research
summary
Three concrete methods with times and thresholds: tag bug reports to surface recurring usability issues (three similar reports from 300 users flags investigation; <30 minutes to review small sets), add transactional audits — a one‑question yes/no with optional text via a survey tool like Polldaddy (≈30 minutes to deploy, optional responses act as red flags), and run search log analysis (top‑20 comparison to sitemap or analytics, ≈1 hour) to find missing content, language mismatches and IA problems; combined effort under eight hours/month yields actionable fixes and fewer support tickets.
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chapters (6)
- 0:00Start
- 7:18Bug reports, where no functional bug can be identified, are a potential source of user feedback.
- 17:07A transaction audit allows us to capture feedback from users at the point of success, or failure.
- 17:17Transaction audits are usually single questions or short forms that we ask users to fill in at the end of their journey.
- 27:03Internal search logs are a rich, often untapped, source of insights about user behaviour and needs.
- 39:15User research is the cure for opinion-driven design.
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