Lecture Notes: Config Design Conference Presentation by Mike McDow

Introduction

• Speaker: Mike McDow, Principal Solution Marketing Manager at User Testing
• Event: Config, largest design conference
• Focus: Importance of leveraging User Testing for smarter design and faster feedback

Key Concepts of Exceptional Experience

• Audience Interaction: Asked audience what makes an experience exceptional
• Common Responses:
  • Engagement
  • Ease of use
  • Intuitiveness
• Speaker's Additions:
  • Service
  • Luxury
  • Speed
  • Freshness
  • Comfort
• Subjectivity: Experience is subjective, varies per individual

Designing for Varied Expectations

• Challenge: Balancing different user expectations simultaneously
• Example:
  • Luxury vs. Reliability in car rental experiences

Importance of Feedback

• Issue: Many companies lack a proper feedback loop
• Common Misconceptions:
  • Relying solely on customer care or analytics is insufficient
  • Surveys and focus groups have limitations
  • Need for qualitative insights

Proactive Feedback Approach

• Integration of AI and Human Insights:
  • AI for analytics and insights
  • Human feedback for personal insights
• Embedding Feedback: Directly into tools like Figma

User Testing's Mission

• Objective: Craft exceptional customer experiences by integrating customer feedback
• Recognition:
  • User Testing is a recognized leader in experience research
  • Awards from Forrester Wave, G2, etc.

Case Study: Threadline Company

• Scenario: UX Designer at Threadline improving product page
• Process:
  1. Create three prototypes (A, B, C) in Figma
  2. Use User Testing widget for feedback
  3. Analyze feedback with AI-generated insights
  4. Collaborate in Fig Jam for improvement
  5. Iterate and test again
• Outcome: Improved QX score from 77 to 85

Benefits of Integrating User Testing

• Efficiency: Faster feedback directly in design tools
• Data Security: No need for password sharing
• Quality Assurance: Use of LinkedIn verification for panelists

Conclusion and Next Steps

• Invitation: Visit User Testing booth for more insights
• Acknowledgments: Thanks to audience and tech team
• Engagement Encouragement: Explore further capabilities of User Testing