Research User What is and what is

User Research, UX research are two ways to call the same: research on the experience of a user on our website. Ie, their behavior, their motivations and needs.

When we want to increase the conversion of a research website user experience is critical, the User Research it is a key success factor. Thanks to this research we will get to know our user better, we will discover what he expects from our website and we will be able to adapt the navigation, the texts and the structure to what the user is waiting for. This is especially critical in e-commerce.

Converting a trade products a value between 1 and € 100 should be around 3% for products between 100 € 500 between 1% and 3%. For products over 500 € is usually around 0.5%. If this is not the case for your e-commerce and are above, congratulations! You did! I'm really happy! I have clients with 8% and 9% conversion, I know it can be done. If you are below, you should conduct research on user experience, you should know more about user research you are in the right place.

How can you investigate what is the behavior of your users? That is to say,

How to do User research?

These are the main techniques:

Eyetracking: it consists of keeping track of the user's gaze and seeing what he reads, what he does not read, what he looks at, what he clicks, what word makes him decide to continue reading or click the button to take the product to the shopping cart, etc.

You will find more articles I have written about Eyetracking here: Eyetracking.

A/B Testing: It consists of making several copies of different pages of your website and testing which one converts more users. Google has a tool to perform this type of test called Google Optimizer and it's free. Before it was called Google Experiments, perhaps you had heard of it.

Cart sorting: esta técnica sirve para testear cuál es la mejor arquitectura de la información en un sitio web. Consiste en testear a un grupo de usuarios entregándoles una serie de cartas con los productos que deseas vender o las diferentes secciones de tu web. Ellos deberán agruparlos por categorías y deberán ponerle un nombre a la categoría… te quedas de piedra cuando ves las diferencias entre tu forma de organizar las cosas y la suya… Esta técnica te ayudará definir la estructura del sitio web, a decidir qué pondrás en la página de inicio y cómo deberías etiquetar las categorías de navegación de tu web y las de tus productos.

You can also make focus groups ... but it is expensive and the results are not the most reliable ...

There is a technique that I always explain in class and it is very funny for the students, but it is real like life itself and I have used it many times: use your mother as a beta tester.

Sí, como lo oyes. Tu madre te dirá siempre la verdad, no es una heavy user de internet pero sabe navegar y desde que usa Whatsapp y se ha registrado en Facebook, no hay quien la pare. Si tu madre no entiende de qué va tu sitio web… tu sitio web está mal. Si tu madre no consigue encontrar tus datos de contacto… tu sitio web está mal. Si tu madre no consigue realizar una compra o suscribirse a tu boletín, tu sitio web está mal. Y no olvides hacerle probar a tu madre la versión móvil de tu sitio web… si ella no lo entiende, entonces es que esta mal. En una versión móvil no es suficiente pasar el test Google, it is necessary to pass the "mom betatester" test. I tell you with a very serious face. Take my advice ... you'll save yourself a lot of trouble.

When should you apply user research?

You can do this during the 3 stages of website creation.

  1. During the previous investigation: the cart sorting It is ideal to start.
  2. Research in the process: the mockups of the website can be tested with eyetracking and thus only the versions that have been best understood by the user go into production.
  3. Research of real users: when the website is already online, you can make eyetracking and can A/B testing... or what was said ... you let your mother taste it.

What are the differences between User Research and Usability?

They are two sides of the same coin: user research it's going to analyze the user, usability, it's going to analyze the website to see if we get users to do what we want them to do.

I hope this article has been helpful and now know a little more about What is the user research and what is. If you have conversion problems contact me and we will analyze together how we can help you from Quadrant Alfa.

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A hug.

What is eyetracking? and What is?

He Eyetracking It is a technology that allows users to track their gaze to obtain data on things like: what are they looking at? What catches your attention? Do you look at advertising? Does that button really see it? What word makes someone decide to read a text? and to be able to make decisions based on that data. It also has applications in the field of psychology and optics, but above all it is in digital marketing and specifically in usability and user experience where it is most used.

How does an eyetracker work?

Eyetracker - EyetrackingBásicamente es un monitor de ordenador con un emisor de rayos infrarrojos que ilumina la cara del usuario (sin que el usuario note nada) y con una cámara (que el usuario tampoco ve que está allí) en la que el eyetracker puede ver el reflejo de los infrarrojos en las pupilas del usuario, y por lo tanto, triangulando la posición de las pupilas frente a la pantalla, puede saber qué es lo que usuario está mirando.

En este vídeo está muy bien explicado (si no entiendes el francés, activa los subtítulos en castellano o en tu idioma nativo)

También hay eyetrackers incrustados en gafas y en dispositivos portátiles que facilitan los análisis de eyetracking when you're studying something that is not on a screen such as linear products from a supermarket or the dashboard of a car.

Why is a EyeTracker used in Digital Marketing?

Como he comentado en el primer párrafo, es especialmente útil para comprobar la usabilidad de un sitio web. En este vídeo que verás bajo estas líneas estaba yo testeando si los usuarios podían encontrar fácilmente las fichas de los apartamentos que el sitio web deseaba alquilar. Verás como tras más de un minuto, el usuario testeado aún no ha encontrado las fichas de los apartamentos. También es curioso ver en este vídeo como el usuario se distrae cada vez que el slider de la web cambia. Cosa que es normal y está bien porqué los sliders se incluyen en la cabecera de las webs para mostrar la propuesta de valor de la empresa, así que es correcto que hagan que la mirada del usuario vaya hacia allí… aunque una vez dentro del sitio web, ya no deberíamos distraer más al usuario, por esta razón sólo se incluyen en la página de inicio.

How Eyetracking used in Content Marketing?

It can also be used for related topics content marketingFor example, to see what word makes when we read diagonally finally decide it is worthwhile or not read a text. Or on an AdWords ad that will be seen above, what word it draws attention and makes the user read the ad and possibly click on it.

Here I leave 4 links that can help you better understand the use of the eyetracking in this last field:

  • The first is a study I did in 2005 about how reading a news website men and women and whether or banners are not seen: Eyetracking_Media_Espana
  • The second is a study of the words must contain the Adwords to attract attention. The study I did in 2009 but the results are still valid although Adwords are no longer on the right side and now are only at the top of search pages: Eyetracking Search Marketing
  • Here you will find an article I wrote in 2009 on the Eyetracking and Golden Triangle Google in relation to SEO (Article also remains valid today).
  • And here, information eyetracker I use for these analyzes: Tobii Eyetracker

I hope this information will be useful.

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Does Google's Golden Triangle is still valid? The answer is yes

Who else who has less ever see a heat map that runs through the network, Eyetracking done with technology and showing what is called "The Golden Triangle Google”: la zona de oro en la que hay que aparecer si se quiere ser algo en la red… el espacio donde confluyen todas las miradas de los usuarios de Google. Yo misma, lo he usado un gran número de veces en clases y conferencias, para mostrar de forma gráfica la importancia de aparecer en las primeras posiciones de Google, sea en forma de Adword, Whether in the form of natural positioning (SEO).Eyetracking - Triangulo de Oro de Google

But this heat map has its years, and every time I use it I wonder whether it will be really valid now that Google displays results including maps, books, definitions, etc. (The image I show along these lines corresponds to the classical heat map to which I am referring).

Hence one of the things I wanted to test in testing we have been doing during the months of December and January to draw up a study of Search Marketing-oriented tourism, using technology Eyetracking, was whether the Golden Triangle was still valid , or otherwise, now he appeared another geometric figure. This is the study: Eyetracking Search Marketing

Well, after performing the tests (54 individuals by testing 4 different tasks, altogether 216 heat maps results pages Google), we conclude that it remains valid, especially when very specific searches are performed and offer results found in the top positions, although the lateral Adwords are now most watched shows the classical triangle.Eyetracking Hotel Pulitzer Barcelona PCT

Let's look at some of these heat maps:

This I show below is a heat map to search "Hotel Pulitzer Barcelona"(Without quotes) adding the maps of 30 users tested, taken at random and untargeted. The task was to find the URL official Hotel Pulitzer (he was both Google Maps and the first result SEO). I show the map is a map of percentages fixing eyes (the same type the "classic" only that our EyeTracker different).

We can see how the triangle is formed, though somewhat blurred because of the map.

If this same heat map we show by absolute values ​​of fixating, then Eyetracking Hotel Pulitzer Barcelona AbsolutoIf we see the triangle, and we also note that some users have looked at the Adwords side, which is barely visible on the map by percentages. (See attached image)

A curious observation about the side Adwords: If this same search took, heat maps users under 25 will see something very different: not one has looked at the side Adwords and the triangle appears clean but somewhat disfigured, and focused on higher Adwords and natural results.

It seems that those under 25 are very clear that the lateral Adwords are advertising and therefore do not deserve your attention ... (this topic is important and worth analyzing further because it refers to the theories of communication Postmodern well that both the map and the subject I discuss in another post).

The complete study can be downloaded here:

The complete study can be downloaded here: Eyetracking Search Marketing

This study may also be interested in other analyzes gaze on whether users see or not see advertising. Eyetracking_Media_Espana

Certain words stand out. "Luxury" is one of them.

Following analysis Eyetracking tests for the study of Search Marketing-oriented tourism, conducted during the months of December and January, today we will talk about the words that attract attention in the texts.

In the study "Eyetracking Media España"By the AIMC Y Alt64 in which I participated in 2005 when we analyzed the patterns of reading Spanish online press, we noted that before starting the reading of a text, the brain of the user scans the page you're thinking of reading, searching for words to call him attention. When the brain encounters words then you decide whether it is worth making the effort to read or not.

The same have been able to observe in the results pages of Google, and especially with certain Adwords. Let's see:

As I was operator of some of the tests conducted in December 2008 during the recording itself and I noticed that many of the people tested specifically looked some ads. Eye! No clicaban, only looked ... I mean, something caught their attention, but then kept looking. Obviously, some do clicaron on them because most of ads had to do with the search performed by the user.

If we look at the attached recording (see attached video), observaremos que tras revisar la página de resultado, algo llama la atención al usuario mientras mira columna de Adwords de la derecha. Hay un anuncio que llega a mirar hasta 3 veces. La grabación pertenece a un usuario al que se estaba testeando en la búsqueda “hotel Barcelona” y su tarea consistía en indicarnos dónde buscaría un hotel en esta página de resultados (SERP=Search Engine Result Page).

We can see that after reading more or less in depth the SERP, goes to read the ads on the right and after them all, staring at one of them and then return to it. It is the announcement of Splendia. Why is fixed at that ad? You failed to tell us why.

Another user (see this other video attached) In the same SERP it performs the same type of navigation and again is fixed in the notice ... but this time also it click. Why do you look at him? Why do you click? Asked the user, he says that just because they noticed him, liked what it said (and that is) and CLICO in it.

But the action set in this particular ad and not the rest has been something that has made 22% of users (12 persons over 54) who tested this page. Looking at the map of heat generated by these users, we found that really something caught 12 people.
Eyetracking Google Adwords Splendia

(see map attached map showing the addition of the 12 users who set eyes on this point. We can see how it really was for them an important point in the SERP)

In another task in which users tested were looking for a hotel suite in Barcelona from the SERP that appears when searching for "suites hotel Barcelona"He happened exactly the same, but with greater intensity: this time, 37% of users set their sights on a particular ad: Adword second in the right column. And guess what ... it was again Splendia announcement, which appeared on this page in another position.Eyetracking Google Adwords Splendia 2

Again, something caught the attention of users, this time 20 people from a total of 54.

(See image map hot aggregate of the 20 people who watched the announcement of Splendia. In this case we can see that the effect is not as explosive as above, but continues to call attention to the 20 people fix their gaze on this announcement, when they are looking for "Suites" and the ad the word does not even appear)

This "something" that draws attention to many users in different search results pages, is the word “Luxury” that Splendia used at the beginning of the description of your ad.

In the study Eyetracking Search Media You can read more about this and you will discover what else caught the attention of users.

Hotel vs. Intermediary Portal: Portal wins ... and long!

As I mentioned in my previous post, during the months of December and January we have been conducting a study aimed at Tourism Marketing Search using Eyetracking technology. (Read previous post)

Well, we did another test users to testeábamos was to request that they should seek a hotel in Barcelona making Google search "hotel Barcelona" (without quotation marks).


Let's keep going…
Una de las cosas que queríamos averiguar al realizar este test era si los usuarios entrarían en un portal de intermediación hotelera o bien elegirían un hotel determinado. Los resultados fueron concluyentes, el 74% de los usuarios se decidieron por un portal de intermediación y sólo un 26% clicó en un resultado que pertenecía a un hotel. Curiosamente, todos los usuarios que clicaron directamente a un hotel, lo hicieron a través de Google Maps.

So let's see why people CLICO where CLICO:

So let's see why people CLICO where CLICO:

When we asked why users had clicked where they clicked, most of which clicaron on a brokerage site indicated they did on that specifically because they knew him.

People who clicaron about hotels, also said it was because they knew him or because they had heard and knew the hotel was nice, and was well situated, etc ...

In some cases, users indicated that the ad title was what had most caught their attention. Especially the "400 hotels in Barcelona” de Booking.

In other cases, certain words caught their attention, that users did read the title and accompanying text and clicaran. This is the case eg in Splendia Adword 5 position shown on the left ... a place where almost theoretically would not have to receive clicks.

The theme of the words that draw little attention and get people to fix their gaze and click there, deserve special analysis ... so these words will discuss in the next post.

... and another interesting thing related to this research: between the results shown in this first page natural positioning (SEO) only appear 4 hotels. Well, 3 of them are hotels that we have done consulting position to reach on this page: Hotel Pulitzer, the Axel Hotel and the Hotel Royal Ramblas. It is something that all members of GEA Internet we are proud.

Later note: The study has already been published. You can download it here: Eyetracking Search Media .

Google Maps vs SEO: SEO keeps winning

During the months of December and January we have been conducting a battery of tests to develop a study Search Marketing-oriented tourism. The tests for the study were performed using Eyetracking technology and a personal interview after the test is completed, to know where users tested looked and looked there and why not elsewhere.

In total, 54 people aged between 16 and 68 years were tested.

The results have been very interesting and will publish on this blog as we move forward in analyzing the data.

The first of the curious things we've noticed is that While Google Maps appear is important, more important still running first for natural positioning. Especially in specific searches. In general searches such as "hotel in Barcelona"There is no doubt about the importance of appearing on Google Maps. In this post we will analyze the specific searches.

Let's see why we have come to this conclusion:

One of the tasks to be carried out by users was to find the website of the Hotel Pulitzer in Barcelona between all the results that appear on Google by searching for "Hotel Pulitzer Barcelona"(Without the quotes). Apareceían 234,000 results.
Eyetracking Hotel Pulitzer Barcelona
Looking at the heat map image I show along these lines, we can see that the official website of the hotel appears in both Google Maps and in the first place by natural positioning. As well:

  • A 51.85% of users in clicaron first result of natural position.
  • 40.74% of users clicaron on the web that appears on Google Maps.
  • 7.41% of users (4) were wrong and clicaron on Adwords or other natural results, convinced that clicaban the hotel website.

When we asked why they had clicked clicked where the answers were as follows:

  • Those who had clicked on SEO results indicated that rely more of these results. In fact, 22% had not even looked at the area of ​​Google Maps and gone directly to the SEO area. When asked why they did not trust, most indicated that they thought it was instead advertising and knew the results that follow the map are not advertising.
  • Those who clicaron on the map indicated that clicaron on the map that appeared in the middle of the screen and saw that it was directly and the hotel page.

Most people indicated that the URL of the hotel was what I told them it was the hotel's official website (obviously they called the "hotel management" not the URL, I am writing URL to facilitate the writing of this post). 25% also indicated that the title of the result indicates "Official Website" had reaffirmed that they were right and that was the official website.

  • 4 people wrong and clicaron on other outcomes, they were convinced that they were right and had given the correct web (until they saw the web to which arrived after clicking, of course, at which time they realized their mistake). In most cases it was the URL that misled them and made them believe they were on the correct result. URLs that were the type clicaron ""Hence some people confused. Although the titles of the ads also helped confuse "Hotel Pulitzer Barcelona"As the title of a Adword is able to confuse anyone if not take into account other parameters.

As for Adwords in general, almost everyone looked at some point 3 advertisements are highlighted in the upper zone (only 25% not looked), regarding the lateral Adwords, were not so lucky, and only 22% watched them.

In another post again we discuss the issue SEO vs. Google Maps, but using an example in which the results it delivers the page, in both cases are different (the Avanzo ... SEO wins again).

Later note: The study can download it here: Eyetracking Search Media .

A study shows that women and men surf the Internet following different patterns

The Eyetracking Media Spain Alt64 study in collaboration with the IACM concludes that 61% of Internet users look online advertising.
For the navigation pattern of Spanish and effectiveness of Internet advertising, it has analyzed his gaze

technology Eyetracking

Alt64 Digital, the company that distributes in Spain the Eye Tracking technology, in collaboration with the Association for Research of Media (AICM), made for the first time in Spain a study looking at the eyes of Internet users as they read media online communication, the study called Eyetracking Media Spain.

Es la primera vez que se realiza en este país un estudio de esta envergadura utilizando la tecnología Eye Tracking (seguimiento de la mirada) entre las webs y medios de comunicación online de mayor audiencia. Existe un antecedente en Estados Unidos que ha marcado el antes y después en el diseño de las páginas web y, en concreto, de los medios de comunicación online americanos, el Eyetrack Study, que llegó en 2004 a su tercera edición.

To make the Eyetracking Media Spain, analyzed the 6 media online wider audience, whose content is in sight and where no registration is required to read: ABC, newspaper, El Mundo, La Vanguardia, La Verdad and reason.

El análisis del patrón de navegación de los usuarios testeados muestra que las mujeres y los hombres leen la prensa online de forma diferente. Mientras los hombres leen en zigzag y se saltan muchos párrafos, las mujeres lo hacen de arriba abajo y leen, en la mayoría de los casos, los títulos y las entradillas de las noticias de forma completa. Tanto hombres como mujeres escanean las páginas en busca de palabras o de frases clave y en función de ellas, deciden si leer o no los artículos.

The results show, among other things, that 61% of users watch tested containing advertising websites. And after a later interview to navigation, the study indicates that 52.9% of them retains the mark of the announcement.

The study also shows that not include much advertising on a page, users see it more. Instead, with little publicity, but it made in certain advertising formats such as skyscrapers outer side or the top banner, is able to capture the user's gaze and get to see the ad.

Además de estudiar los patrones de navegación, en el estudio se responden preguntas como: ¿Los anuncios se miran realmente? ¿Dónde se ven mejor los anuncios en la web? ¿Qué formatos de anuncio son los más efectivos? ¿Cuáles fueron los anuncios más mirados por los usuarios que participaron en el estudio? ¿Se puede medir la efectividad de la publicidad online? ¿Qué marcas fueron recordadas?

The look of a human being is a good indicator of what is calling attention, and Eyetrack equipment automatically and with high precision is possible (less than 0.5% error) know, for example, what it is the journey of the gaze, how long the user stops at a particular point or area or whether the user is reading or scanning a text.

Data are captured by a small camera that incorporates the monitor from the user navigates. The route of the gaze is videotaped and software so that the sample can be analyzed routes, times fixating, reading patterns, etc.

A level of analysis of the sample, it is possible to obtain aggregated with dark areas information (areas that have not looked at anyone) and hotspots (areas that have looked most users) and make them heat maps pages website or any other medium being studied.

The complete study can be downloaded from the website of the AIMC ( And from the website of Alt64 (

See how it works Google Scholar, Google's new search

At the end of last week Google put online the beta version Google Scholar, Its new search engine to locate technical information among all articles, studies, theses, white papers, case studies, Technical reports, research, documentation research centers and universities, books, etc ... published.

It has not even been a month since Google launched its Google Desktop Search tool that has pleasantly surprised us again throwing Google Scholar.

The initial image is very similar to Web search engine Google, however, we have introduced a search topic and give the button "search"We ordered a results window with no commercial information without ads appear. Sorting criteria take into account the content of the documents, the author, the publication in which the document appears, in a similar way as it does for the Web version with links-inThe number of citations to that article in other documents. Finally, it draws attention to the links shown are not unique, as the same article may be published in different media. Even it has links to documents referenced by studies (even they can not exist on the Web), similar to the concept links-out Web version.

To limit searches by author, allows us to include in the filter box seeker "author:" we can write alone or with the theme or concept we are looking to limit the number of results to be obtained.

Turning to practice, I have dedicated myself to making a few searches in the two versions of Google to see the real differences. The first search I've done is "eye tracking technology". The Web version has given me references and four ads 1,040,000. The first 10 results, 4 are companies that sell such technology-related solutions. The remaining 6 are studies or related technical information. In contrast, the results shown by 13,600 Google Scholar 100% are technical, not commercial references or advertisements appearing ... so perfect!

I have taken a second example, "web metrics". The results have been curiously very similar. Of seven advertisements and 2,050,000 results for the Web version, 40% were technical results and 60% commercial results. For version Google ScholarThey have been 28,000 the results, all technical again.

Finally, mention the authors whose technical documents have not yet been indexed they should ask their school, college or publisher to contact Google Scholar to include such content. Google Scholar moment does not allow direct publication by the author of reports and documents. More information is available in the FAQ.

Definitely a tool that will be talking in the research community from now.