Getting to know your customer

Believe us when we say you don’t know your customers as well as you think you do. It’s like old friends. You just think you know each other, but what really happens is that you avoid situations that might prove you wrong. You don’t ask awkward questions and you don’t probe.

So, let us ask and probe for you, so you can hear your customers’ voices. Some things may surprise you.

Our customer research methods

• Moderated focus group
• In-depth interviews & surveys
• Creation of personas
• Touchpoint analyses

The result: you’ll be able to base your decision-making on known behaviour. This becomes a robust basis for product or service design and it also drives the UX development.

Understand your customers

Shaping the product

You know your product. In detail. But in the digital realm, every product becomes a service – the service to do xy, the service to get product z in a convenient, convincing way. This is about transforming your knowledge into the best possible service which transports your business interest as well. We can help you with a blank slate and a point of view from the outside – just as your customer has it.

Our service design methods

• Requirement workshops
• Moderated creative meetings and
  brainstorming sessions
• Design sprints
• Customer journey mapping
• Use case analysis

The result: processes and touch-points – user behaviour of your target groups mapped to your business cases. A roadmap for further development.

Developing the surface

Time to get real. A shaped, seamless experience needs preparation. And structure, plus a good dose of reality. This not only improves quality – every mistake that’s identified and fixed at this stage counts tenfold. Sometimes in hard cash. So, it’s best done before implementation and as leanly and as concretely as possible. To let the development breathe.

Our Information Architecture and UX Design Methods

• Card sorting and tree tests
• Wording checks
• Process design (flow charts)
• Navigation concepts
• Wire-framing (page types, components)
• User Interface Design
• Prototyping (clickable prototypes in Axure, Sketch etc.)
• Specification
• UX support within an agile project setup – launch is just the start
• Integration of SEO-data insights and semantic intelligence

The result: processes as flowcharts for implementation as well as page types and navigation. Clickable prototypes to be reviewed, tested and used for senior management validation. And a strong start on the road to implementation.

Start testing today

Never stop asking

If you don’t ask you’ll never know. This is true during the UX development, but also after the go-live. We like to think of it like this: after the launch is always before the launch. It needs to be a process of continuous improvement, triggered by data, user tests and “voice-of-the-customer” input.

• Usability consulting: analyse existing, “zero-measurement” or benchmarks
• Expert evaluation: walkthrough of existing and new applications and websites to uncover potential for improvement and develop hypotheses
• Uselabs: reality check under laboratory conditions with
  real users based on prototypes or real applications
• Panels, UX Surveys: quick feedback on current questions, for example in addition to analytics results
• A/B and multivariate testing
• Conversion Rate Optimisation

The result: a continuous, agile process of improvements ensures that you not only meet the needs of your customers better and better, but also don’t lose touch in this fast-moving environment.

Talk to us about optimisation

SEO & UX: an inseparable pairing

There are two reasons why SEO and UX are increasingly interchangeable disciplines.

1. Good UX is a ranking factor

The days when SEO was all about stuffing pages with keywords are now nothing more than a distant memory. For some time now, Google (and therefore most other search engines, too) value a good user experience above all else. Things like CTR, dwell time and bounce rate are part of Google’s algorithm.

2. Semantic intelligence from SEO data

This is powerful stuff. If you know how (and we do), you can mine the wealth of data about users, the language they use, how keywords relate to one another and so much more. Why? To create killer content that your customers are looking for and which will satisfy their needs. These are the fundamentals of good UX.

Book one of our UX/SEO experts