Not only does user research give you an accurate reflection of how your brand is servicing your customers today, but it also shows areas for improvement, and even opportunities for bringing services currently fulfilled offline into the digital world.
We help you get to the bottom of your customers' needs, goals, and desires through:
- Customer interviews - we hold these face-to-face in person or remotely, or by phone
- Customer shadowing - we physically shadow and watch how a customer interacts with your brand's services under normal circumstances in their daily life, rather than as part of a focus group
- Clickstream analysis - we record and analyse how customers navigate your website, to indicate areas for improvement but also point out what's working really well. We can also repeat this activity after launch of a new website to validate UX decisions
- Customer feedback - we conduct survey and gather NPS score data to help improve services, but also identify bottlenecks, providing you with both quantitative and qualitative analysis and results