customer experience services

forums

Our forum service is designed to collect feedback from users, producing a report based upon this feedback that will identify areas of excellence, areas for improvement and help with new proposition development and recommendations for implementation. The input from these users is key when considering how to best monetise content within a website.

site audit

Our site audit is a review of an existing website that will identify areas of excellence as well as areas for improvement, and give recommendations. This review will also benchmark the site against those of its competitors.

An audit is a combination of reviews which include:

• creative
• user experience
• purchase path
• search engine optimisation
• technical

This is followed by recommendations on short-term quick fixes and longer-term solutions.

design review

The build phase is often the most critical and expensive part of a project. Making sure any design work is right before proceeding with build can save a lot of hassle and expense later.

Our design review service is designed to assess current or commissioned third party design elements or projects and benchmark them using design best practice and the project brief. This also includes checking any deliverables such as design guidelines to make sure they will not cause problems in the later build stage.

persona development

An important part of starting a project and writing a brief is to consider the target audience. Getting to really know and understand this audience can make a big difference to the outcome of the whole project.

We can develop personas (profiles of the different user groups that interact with a site). These personas will form the foundations of any future website development process and aid in the development of additional services and propositions.

monetisation

Our monetisation service reviews a site’s content and products to produce a report that will highlight the areas that could be used to generate revenue. The report also provides recommendations for implementing these ideas.

customer champion

The role of our customer champion service is to represent the customer within the business; to ensure their interests are kept at the heart of business planning and service/proposition development (based upon understanding developed during the research stage – forums, persona development etc.)

proposition/service development

This service is designed to work with businesses to overlay business planning and product/service development with customer centric data captured from a variety of sources. Our approach ensures that customers expectations, experiences and needs are always considered when evolving new products and propositions, leading to increased value for the business and customer.