Digital Customer Experience Strategy
Recently when talking to a client I was explaining how we’d just completed a piece of work defining requirements of a customer segment, and how the outcomes were of strategic importance to the company, and they said they didn’t know UX Research did that sort of work, thinking of us as doing more ‘nuts and bolts’ usability testing. In fact I’ve been involved in that type of work for many years - nearly all usability work we do has some strategic component, it always considers the business goals of a system, analyses how its users interact with it, and informs management about product positioning and direction as much as the IT staff about detail improvements. So, I thought I had better make it clear, and have added this as a specific service in the Services Section.
We provide strategic advice to organisations on how they can effectively optimise their online product to meet customer expectations. This is known as Digital Customer Experience Strategy. It involves an understanding of your organisation’s business goals, the expectations of the target market, their current interactions with your online product - organisation - brand - (and those of your competitors), and how to improve it in line with best practice.
Friday, April 17th, 2009, 9:36 am, News
