Comments on User Research When You Can’t Talk to Your Users

17 Reader Comments

Back to the Article
  1. I was in the same situation, working on an ipad-based Assistive and Augmentative Communication app, without access to users. I scoured app reviews of similar products, which not only helped me gain insight into valued features, but even to create rough personas because parent’s reviewing the apps quite often went into detail on their particular child’s abilities, deficits, and reactions to other apps they tried.

    Copy & paste the code below to embed this comment.
  2. I used to work on landing pages with contact forms. We got the back end developer to set up a little system to track form engagement. Basically, for each user, we tracked which form fields they filled out. Not the values, or any identifiable information—just whether or not they entered a value. If they filled out the form, we discarded the data. We only held onto it if the user abandoned the form. We soon found out what form fields users were most apprehensive about filling out and how field placement affected conversion rate. Great info, and we didn’t have to bother the users at all.

    Copy & paste the code below to embed this comment.
  3. Great article Jon, though you’re missing one important fact. With tools out there today you can create an entire feedback cycle with your users in minutes and for free. We use gotcha.io for all of our MVPs

    Copy & paste the code below to embed this comment.
  4. Great article Jon.

    Copy & paste the code below to embed this comment.
  5. Excellent article and one we will be sharing with our UX students. Another method is to go into specific groups in Facebook and (if the group allows) post a poll. This has been very useful for us as we are able to then look at the profile and validate they are target persona.

    Copy & paste the code below to embed this comment.
  6. App reviews are highly overrated specially when anyone can spam as well as submit fake reviews.
    Contact forms and customer service logs are more reliable compared to app reviews.

    Copy & paste the code below to embed this comment.
  7. My students did a homework about this and one of the best idea they got is to use “promotional codes” with prizes, then many consumers (any type of them) will surely want to answer the online survey.

    But the differents ideas you wrote are very interesting too. Good job.

    Copy & paste the code below to embed this comment.
  8. Good article. I would only add one thing - if you can’t talk directly to your users, talk with people who can. In the past, when working for e-commerce company, I have interviewed delivery van drivers, who had direct contact with customers. Its not ideal, but you can get a bit more insightful data than log analysis :)

    Best,

    Copy & paste the code below to embed this comment.
  9. Very Inspirational

    Copy & paste the code below to embed this comment.
  10. I’ve had great results using demographic surveys and google analytics to create personas. I write the surveys in HTML and distribute them with Amazon Mechanical Turk.

    Copy & paste the code below to embed this comment.
  11. great job

    Copy & paste the code below to embed this comment.
  12. great article! a very cheap and instant way to check usability of an app or a website in the target group is by doing Unmoderated Remote Usability Testing online. Platforms like http://www.rocketmonkeys.io offer this service.

    Copy & paste the code below to embed this comment.
  13. very intersting topic admin thanks for this

    Copy & paste the code below to embed this comment.
  14. Good one. As technology is getting advanced everyday, and so are the users thoughts. I believe in giving my customers the best UX design as I can. Its important to think from their point of view. For affordable Web designing and development please contact me.

    Copy & paste the code below to embed this comment.
  15. Great ideas here. I’d like to add one.
    When we are doing user discovery, and don’t have access to actual users, we like to include what we call a “user proxy” in the room. This could be a customer service rep, a product person, etc. It just needs to be someone who understands the customer / user, and who also understands the product well. They can speak on behalf of their user better than anyone else on the team, and are the next best option to getting the users themselves in the room.

    Copy & paste the code below to embed this comment.
  16. Sorry, commenting is closed on this article.