[Aly]: Again, that's a really good question. It's difficult to answer because - I'll give you an example. In the first week beginning, starting at Moonpig, we decided to run a project on our home page. How are people's experiences, how could it help with the home page be designed better for people. And even though I'm a UX researcher, I come from a qualitative and quantitative background, so I'll always think about different methodologies you can use. So, when I was briefed by our product team over what we wanted to understand from the home page, I immediately thought of Hotjar as a starting point.
And then, a customer workshop. So get customers in our WeWork office in Manchester, share some stimulus ideas of homepages, and then work together to re-design the home page in their minds, which then will probably give us some different ideas, which we then take forward to user testing. So lots of different approaches, but that was all in the same week as a lockdown.
Of course there are online alternatives, which I've used many times before. Online call focus groups for example, but because it was so fast, and I hate to say, in some ways a little unexpected when locked down, in terms of what are we going to do for research. And we had to think more quickly, because the product team needed answers quick. So that's when Hotjar plays a much bigger role because it's there, everything's subtle and it can take three to five minutes max to run a survey.
So instead of the two interactive approaches, which was Hotjar then the customer group, we scrapped the customer group and just went with Hotjar. And that's probably a good example of what we would normally do if lockdown wasn't happening, We would probably think about all the methods and build in that time, but when something like this happens, you've got to just think what's the best and the quickest approach, and that's Hotjar.