How To Craft User Goals For Expert Evaluations

April 10th, 2012

Adele Sage

With contributors:

Ron Rogowski , Allison Stone , Belle Bocal

Summary

Expert evaluations test user scenarios and then evaluate the experience based on a set of heuristics. To get the best results from these evaluations, customer experience professionals need to craft realistic user goals that test the most mission-critical parts of the experience. Ideally, user and goal descriptions should be derived from design personas and the qualitative research they are based on. When qualitative user research doesn't exist, other sources like operational data or in-context surveys can contribute to useful and realistic user goals and descriptions.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.