Cool Industry – User Experience Research

Amy Buckner

What does your company do?

AnswerLab is a User Experience Research firm based in San Francisco. Our team of talented researchers breaks down the barriers to technology so that humans can achieve more in their daily lives. We bridge the gap between end consumers and engineers, in order to make digital products more effective and delightful. My Co-Founder, Dan Clifford, and I started AnswerLab for one simple reason: the people who build digital products are not the same as the people who use those products. It’s impossible to fully understand the end users without talking with them.

How do you do it?

Researchers in our industry spend time watching what consumers see, do, and think while interacting with digital products. We use cool research techniques like usability testing, surveys, eye tracking and behavioral tracking to understand how our clients’ websites and apps can be better.

Why is it one of the coolest industries?

For  a couple of reasons:  first, researchers in this industry are on the cutting edge of testing new websites, mobile apps, mobile websites, and iPad apps before they become public.  Our clients are leading innovators: Microsoft, PayPal, eBay, Yahoo!, EA, and Cisco to name a few. We see their plans before the rest of the world does. And, our insights help these innovators drive customer acquisition and loyalty, thus improving their bottom line.

Secondly, User Experience Researchers have a breadth of research methods in our toolkits, such that no two studies are the same. Every client challenge is unique, making it nearly impossible to tire of the work.  Also, because digital products change so frequently, our research methods evolve rapidly.  At AnswerLab, our researchers are part of defining innovative new research techniques.

What kind of training and personality does your industry require?

User Experience Researchers often have a degree in Human Computer Interaction, Cognitive Science, Human Factors, or Cognitive Psychology. However, the degree isn’t the largest predictor of someone’s success in this field. (In fact, I have an English degree.) Ultimately, researchers must have excellent communication skills, be active listeners, and have a keen ability to uncover deep insights that lie between what users say and what they actually do.  Additionally, because our research methods involve software and our clients’ products involve complex prototypes, researchers benefit from having a knack for dealing with technology.  But, most importantly of all, you need a passion for research, a natural curiosity about human behavior, and a deep desire to help people achieve more with technology.

About Amy Buckner:

Amy Buckner is Co-Founder & Managing Partner of AnswerLab. For over 12 years, Amy has been providing insights to Fortune 500 companies who need to make critical product development decisions. She is an expert in eye tracking, quantitative user experience testing, remote usability testing, mobile and international research. Amy graduated Phi Beta Kappa and magna cum laude from Vanderbilt University with a degree in English and East Asian Studies. She is fluent in Japanese.

About AnswerLab:

AnswerLab conducts user experience research providing insight and recommendations about how people use websites, mobile and software applications.  AnswerLab partners with clients at any phase of product development, from concept testing through implementation, to ongoing benchmarking and tracking.  The company is a recognized leader in user experience research.  In 2009 AnswerLab was the only research firm named to Inc Magazine’s Inc 500 List of Fastest Growing Privately Held companies in America.  AnswerLab was also the only research firm named to The San Francisco Business Times’ list of 100 Fastest Growing Private companies in the Bay Area.  AnswerLab’s clients include industry-leaders such as FedEx, Yahoo!, eBay, Intuit, PayPal, Genentech, Cisco, Experian, ING direct and Microsoft.  Learn more at www.answerlab.com.

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