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Spotlight on Jarrett Knyal, Web User Experience Manager, Quicken Loans

“Since Quicken Loans originates loans in all 50 states, we require national representation for tests – that's why the remote testing aspect is so important to us.”

- Jarrett Knyal,
Quicken Loans

“Being able to conduct remote user tests fills a big need for us,” said Jarrett Knyal, Web user experience manager at Quicken Loans in Livonia, MI. They use UserVue to test participants as they navigate through their Web site and applications.

Knyal, who's been using Morae for almost two years, said, “UserVue works great for capturing the participant's comments. I can then bring those audio comments into Morae Manager.”

For instance, he recently used UserVue to run tests on the Quicken Loans About Us page, the home affordability calculator page, and the preapproval and loan qualification flow of the site.

“As I go through the site with participants, I'm finding out about parts of our site that are important to them,” he said. “For instance, I didn't plan on testing the About Us page, but I've found through the testing process that people get a lot of the information they find useful from it.” As a result, he's now added that page to the test plan.

“The participant was going through it, looking at it and talking about what he found useful and what he didn't. I pulled out a clip of that and shared it with my team. It was easy,” he said.

UserVue and Morae – Working Together

Knyal sees the biggest value in UserVue's and Morae's compatibility. For instance, he now can access all his test results in one place.

“Since Quicken Loans originates loans in all 50 states, we require national representation for tests – that's why the remote testing aspect is so important to us,” he said. “I'm doing local tests with Morae Recorder, and I'm doing remote tests with UserVue. Since they work together, I can get all the data together in one project. That way, it's easy to organize.”

He continued, “Being able to use UserVue and Morae together is the big plus. UserVue's ability to generate the RDG file with Markers and bring it into Morae Manager is very important to me.”

Features to Simplify the Process

Knyal also appreciates that observers can not only watch the test, but communicate with him at the same time.

“A lot of times even though I'm performing the test, I'm not necessarily a stakeholder. With the observers watching, they can tell me what questions they want me to ask with the chat function. This way, I can get the project teams directly involved in the sessions,” he said.

Knyal uses UserVue as a way to immediately give feedback to his team members. He records the session, makes marker notes, and also makes notes into a Word file. The project team members add their notes. He clips out parts as AVI files, and posts them on the internal Internet right after the session is completed.

“I do a presentation and show the top five issues – for instance, I show clips of people having the same issues. Showing multiple people having the same issue in different clips is key,” he said.

Getting the Data That Matters

User testing gives Knyal and the Quicken Loans team valuable answers they wouldn't have access to otherwise.

“We have reams of quantitative data…but until you see the qualitative video proof, it doesn't have impact,” he said.

“User testing gives us the why,” he continued. “We see in Web metrics that people come to the site but don't submit their information. Observing users and capturing their opinions and comments to know the ‘why’ is why we do the tests.”

For example, when participants got to the Quicken Loans homepage and wanted information, they commonly went to the About Us page to find out more. “However, the page was skewed toward recruiting, not to learning about the company. We needed this kind of test to show that to us,” he said. “As a result, we're learning how to structure this page to tell potential customers why they want to work with us.”

“We're happy to be using UserVue for our remote testing purposes. It's filled a gap for us. We test our site, and we test our competitor's sites. Even using this on our internal applications will be useful,” he said.

He finished, “I own SnagIt, Camtasia Studio, Morae, and now UserVue. I love TechSmith's applications, and I can't wait to see what you come up with next.”

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