How to Improve Customer Experience
Continuous monitoring and measuring of your customer experience with iterative changes and improvements is the only way to achieve excellence.
Today, smart companies know that customer experience is the most critical consideration of a website or online software application. Whether you create a new site or redesign an existing site, you can discover the intents, attitudes, and behaviors of your customers through research. Start by deploying Attitudinal Analytics®, zero in on specific problem areas, then conduct continuous observations and improvements.
- Assess who is coming to your site today. First determine current state and set measurable business goals. Use Attitudinal Analytics® to determine visitor demographics, attitudinal and behavioral patterns, and establish benchmarks. This solution uncovers current user experience issues and determines business goals for improvements.
- Understand your users and their needs. We recommend adding Behavior-Based Website Personas Development. Along with the user information collected, this program defines key personas to guide test participant recruiting for usability tests and focus groups.
- Review competition and best practices. Use our Comparative or A/B Testing solution to collect competitive data to identify user-preferrred, best-of-breed features and functions. We suggest Panel-Based Competitive Benchmarking to build a SWOT analysis and determine your websites competitive position.
- Design the optimal User Experience. Although Usability Sciences does not offer design capabilities, we will perform a Heuristic Evaluation of your design to ensure that you incorporate insights and recommendations into your website plans.
- Test and evaluate at each phase of development. We offer ongoing solutions throughout each phase of development. Our Design Walk-Through Study evaluates user reactions to initial designs, Usability Test uncovers usability issues and focuses on "success based on intent." Express Usability Test checks the efficacy of final website modifications.
- Monitor by Continuous observation. Finally, redeploy Attitudinal Analytics to quanity the impact of your site's redesign. Continuous observation of the user experience produces key performance indicators (KPIs) that illuminate ongoing site improvements.