How we work
When to use what method?
In each step of the Visma Value Loop there are different methods and activities you can use depending on the needs, time, scope and your team. When you choose what methods to use we strongly recommend a mix of both qualitative and quantitative methods.
Quantitative methods
Are used to get indirect data / information about the users or the situation. For example statistical measurements what’s happening or larger scale surveys. You get answers to questions such as “What is happening, how often and by whom?”
Qualitativemethods
Are used to get direct insights into behaviours and attitudes to your service. You will get a deeper understanding about “Why” things are happening, what the problem is and how to fix and improve things.
Methods overview
Time allocated:
1-4 hours
A/B testing
A/B testing is a great method for comparing different versions of a design with a clear goal.
Time allocated:
25-55 minutes
Card sorting
Card sorting is a great way to uncover users’ mental models in regards to how they believe and expect processes should work.
Time allocated:
Continuous
Customer Effort Score (CES)
Customer Effort Score measures the ease of use for the users. Typically this is narrowed down to a single work process, e.g. handling sales invoices, doing payroll etc.
Time allocated:
Continuous
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) surveys ask a customer or end-user how satisfied they are with a recent interaction. CSAT is a very flexible survey format.
Time allocated:
Customer journey mapping
Journey mapping is a well-known tool used to visualize the customer’s experience, by illustrating the touchpoints customers go through when they interact with Visma, either online or offline.
Time allocated:
4 days
Design Sprint 2.0
Research shows that Design Sprints enables teams to save 7x the time and 2x the budget compared to their normal way of working. Success stories include companies winning tenders without writing a single line of code, drastically improving their customer satisfaction metrics and increasing their UX and innovation maturity as a result of sprints.
Time allocated:
1 – 2 hours
Design studio
A Design Studio is a collaborative brainstorming method used to generate as many ideas and/or solutions to a problem as possible in a short period of time.
Time allocated:
4 – 8 weeks
Minimum Viable Product (MVP)
A Minimum Viable Product (MVP) is a version of a new product which allows a product team to collect the maximum amount of validated insights about the customers and the design solution with the least effort.
Time allocated:
1-4 hours
Prioritisation Canvas
A prioritisation canvas is a 2D-visual that shows the relative importance of a set of items based on two weighted criteria.
Time allocated:
Continuous
Product Net Promoter System (pNPS)
Product NPS, also known as pNPS, is used to measure and follow up on the customer experience related to a specific customer-facing product or service.
Time allocated:
2 hours - 2 days
Prototyping
A prototype is an early for a product or feature, used to user feedback and test ideas.
Time allocated:
1 – 4 hours
Surveys
While we always recommend meeting and talking to users, sometimes surveys can be a great tool to get a bigger amount of user feedback and a good tool for unmoderated usability tests.
Time allocated:
1-2 hours
Thematic analysis
Thematic analysis is a systematic method of breaking down and organising data from qualitative research by grouping similar findings and providing them with appropriate names with the goal of identifying themes.
Time allocated:
45 - 55 minutes
Usability testing
Usability testing is the quickest and easiest way to validate ideas with customers and end-users, measuring the usability of a prototype or product.
Time allocated:
25-55 minutes
User interview
User interviews are one of the most fundamental research methods we have and are often part of larger design processes in some shape or form.
Tool recommendations
Below you will find some tool recommendations, but please note that you are free to choose whatever tool you prefer. For some tools we have group wide licenses, in which case access can be requested via licenses@visma.com. Remember that you always need cost approval from your immediate manager.
Balsamiq
Balsamiq is a small graphical tool to sketch out user interfaces, for websites and web / desktop / mobile applications.
Google Analytics
Google Analytics is a web analytics service offered by Google that tracks and reports traffic.
Google Meet
Real-time meetings using your browser, share your video, desktop, and presentations with teammates and customers.
Maze
Maze powers your product research workflow with continuous user insights, fueling better product decision-making and business growth.
Mural
Mural offers both a shared workspace and training, a practical way to collaborate that anyone can learn and apply.
The purpose of this
recommendation
The goal with this “map” is to make sense and structure UX methods in this constantly expanding pool of different methods and tools. The goal is also for it to work inspiration for you to get familiar with methods that you may never have heard of before.
We will continuously update descriptions and “how-to” instructions for all methods. In the meantime you can search on the name of the method and get different templates and guides how to use them and what are the benefits.
