convinceMe

Services

Customer Experience Strategy
The ‘Customer Experience’ is the way your customers interact and exchange with you, your business, your brand and your online product offering. Optimising this requires an understanding of the target audience, and how to improve the online product and the business processes that support it in line with industry metrics and standards.
This involves getting to know your business and your customers, aligning business objectives with customer expectations and to deliver sound recommendations for delivering a quality experience for customers with all available touch-points: in-store, traditional (offline – TV, radio, print), online, mobile and supporting digital channels. This is normally done via face to face workshops where a prescribed set of questions are delivered either one-on-one or to a group. The information gathered will help to determine the beliefs, thoughts and values that customers have constructed around your business.

Research
1. Expert usability reviews (websites, mobiles & handhelds, applications)
What is it?
Usability testing can be completed on prototype designs or websites by expert analysis against a set of usability standards that identify issues and their severity, with individual recommendations for improvement. The first usability test process (on existing sites or developed designs) can normally be completed in two weeks elapsed time.

Why should it be done?

What are the benefits?

2. Competitor reviews (websites, a mobiles & handhelds, applications)
What is it?
A competitor review is similar to an ‘expert review’. By checking the relative ranking of your website or software system compared with the known competition, it is easy to determine which elements of each are most liked by users, and which follow best practice.

Why should it be done?

3. Content audit
What is it?
A content audit is used to gather information on current site or applications content, before mapping out the information architecture.
This analysis (often a spreadsheet), will include recommendations as to which content elements require review, re-writing or replacing – and will also map the target user tasks to the correct section of the site.

Why should it be done?

What are the benefits?
The content audit will help clarify the importance and need for the items as outlined in the Scope of work/functional specifications document.