Caroline Jarrett is an independent usability consultant. After 13 years as a project manager of computer systems integration projects, she founded Effortmark Limited in order to concentrate on ‘what systems are for’ instead of ‘how the system is put together’.
Through her work with the United Kingdom tax authorities, she became fascinated with forms and now specialises in making forms easier to fill in and deal with, and tuning up the content of large-scale web sites that include forms. She is co-author of “Forms that work: Designing web forms for usability”.
Her clients for tax forms advice and training include (UK) HM Revenue and Customs, (USA) the Internal Revenue Service and the Australian Tax Office.
Surveys seem easy: anyone can throw together a few questions, send them out, and hope that they are rewarded with a decent response. But we’ve all seen examples of poorly conceived surveys that couldn’t possibly deliver real insights for the organisation that sponsored them.
Caroline has been working with surveys for a long time, and researching the best practices that turn them from ‘any old questions’ into ‘real, useful data’.
The first part of the course focuses on better questions, covering topics such as:
The psychology of answering questions
The rating scale and grids
How to handle ‘don’t know’ and ‘other’
We then look at the specifics of surveys about user experience and satisfaction, covering topics such as:
The challenge of usability and surveys
The pros and cons of using standard UX questionnaires
What is satisfaction, and how can you assess it with a survey
How to use survey methods to learn about user experience
If you’re hoping to do a survey that delivers valuable data for decision-making, this is the course for you.