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Recruiting Non-Users for Usability Tests

[fa icon="calendar'] Mar 24, 2014 7:30:00 AM / by Molly Wolfberg posted in Usability Testing, ux, Recruiting

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One of the most important aspects of conducting successful usability tests is having the best users possible. At HubSpot, we have a database of 300+ customers who are eager and willing to help us at the drop of a hat. However, there are plenty of situations where testing current users of our software would not be helpful, so we begin a search for non-customers.

Recruiting non-users for usability studies is much harder than the process of finding people who use your product. Some of the main issues I’ve encountered are:

  • They don’t owe you anything - you’re not helping them at the moment
  • If they don’t show for the test, it’s no loss to them
  • They are solely speaking with you for the gift at the end of the test

I’ve had my fair share of duds when recruiting for non-user testing, so I’ve adapted and created a process that works best for me here at HubSpot. I learned a lot from Google Venture’s Michael Margolis in his blog post on recruiting, and have created a flow that works best for me when finding participants for a non-user test.

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Recruiting Customers for Usability Testing

[fa icon="calendar'] Mar 5, 2014 10:44:41 AM / by Rachel Decker posted in Usability Testing, Recruiting

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One of the biggest (and best) parts of my job is talking to and gathering feedback from HubSpot customers. Luckily for me, many of our customers are passionate users of the software and they genuinely care about what our product team working on. Between working on the HubSpot Support and UX teams in the last 2.5 years, I’ve talked to thousands of customers. But when I’m looking to run usability testing with customers, I have to be choosey.

How do I know which customers to talk to about new pieces of software? And how do I continue to grow my customer usability testing database?

At HubSpot, we have a few different avenues we use to grow our database:

  • Promoting our landing pages

  • Internal referrals

  • Previous feedback

Let's dive in...

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