Lorna Kenwright

Senior User Experience Designer

Creating an in-house UX Lab @LornaKen

Creating an in-house UX Lab @LornaKen #NEDev

Creating an in-house UX Lab @LornaKen #NEDev

Integration and

consolidation

Catalogue to

etail capabilities

Vision for world

class digital

Dec ‘13

84%

TRANSFORM A

CATALOGUE BUSINESS

INTO A WORLD CLASS

DIGITAL RETAINER

A User Experience lab is…

A place for Usability testing

It’s a home for the customer

Facilitating user-research

Inspiring world-class design

@LornaKen #NEDev

Why build an in house UX Lab?

@LornaKen #NEDev

The evolution of UX in Shop Direct

2009

No user testing

2010 – 2011

Subcontracted

validation lab study

1-3 times per year

2011 - 2012

Internal user testing

1 per month

No proper facility

2013

Hire facility to

conduct testing

1 per month

2014 - present

State of the art UX Lab at

the core of the business

1 Lab study every

other week

@LornaKen #NEDev

@LornaKen #NEDev

Creating an in-house UX Lab

Copyright & Confidential

@LornaKen

PR & Visits @LornaKen #NEDev

Improved mobile header

A B

@LornaKen #NEDev

Successful lab studies

Error messaging

@LornaKen #NEDev

Successful lab studies

Persuasive messaging

@LornaKen #NEDev

Successful lab studies

Spaces in phone number

@LornaKen #NEDev

Successful lab studies

1st Birthday

Thank you

Questions?

@lornaken