Learning from User Insights

& Customer Experiences

{ USING A 3-TIERED APPROACH }

Learning from User Insights & Customer Experiences

{ USING A 3-TIERED APPROACH }

Learning from User Insights & Customer Experiences

USING A 3-TIERED APPROACH

OUR DETAILED APPROACH TO GAINING USER INSIGHTS & Customer Experiences

Our extensive 3-tiered ‘User Insight research’, explores the ‘Users search criteria’, your customers ‘actual experiences’ and how best to ‘prioritise & implement’ these important findings. Businesses that aim to better ‘support’ their existing customers need to gain these necessary ‘user’ insights.

This 3-tiered approach aims to leave no stone unturned. We learn how customers find you. If they investigate further into your content, or whether they leave abruptly. We learn what your customers are searching for and we use this customer ‘search criteria’ to inform our content strategies. We also learn from actual customer experiences. Asking key internal subject matter experts and exisiting clients how they feel your

business can improve its processes or services. Finally, we prioritise and implement these important customer findings into actionable recommendations that are shared using the latest digital platforms. This customer-centric approach, improves prospective user engagement as well as lead-generation results.

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Learning the ‘users search criteria’ 

Google Analytics

We learn how customers find you. If they investigate further into your content, or whether they leave abruptly. Learning the current levels of your ‘user’ engagement can be quite telling about the relevance of your brand and its offer.

Google Keywords

We learn what your customer segments are searching for and we use these customer search criteria to inform better-aligned content strategies. Understanding the customers’ search criteria helps to align your brand with the interests of your audience.

Are you findable?

When you learn what your customers are searching for, the first question we need to ask is, ‘are you findable?’ Can your prospective customers simply search for their ‘subject of interest’ and find a link to your brand, ready and waiting? 

– 1 –

Learning the ‘users search criteria’

Google Analytics

We learn how customers find you. If they investigate further into your content, or whether they leave abruptly. Learning the current levels of your ‘user’ engagement can be quite telling about the relevance of your brand and its offer.

Google Keywords

We learn what your customer segments are searching for and we use these customer search criteria to inform better-aligned content strategies. Understanding the customers’ search criteria helps to align your brand with the interests of your audience.

Are you findable?

When you learn what your customers are searching for, the first question we need to ask is, ‘are you findable?’ Can your prospective customers simply search for their ‘subject of interest’ and find a link to your brand, ready and waiting? 

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Learning from ‘actual customer experiences’

Customer surveys

Surveying your database is a great way to get informed through customer feedback. Learning the products they prefer and the services they most value. Customers are surprisingly willing to help the companies they work with, to improve their offer.

One-on-one feedback

Subject matter experts and key clients are valuable resources of experience to learn from. In fact, there is no better way to improve business processes and to understand customer pains than from the very source. Our interviews achieve insightful results.

Survey & feedback results

All of our results are provided on sharable digital platforms. The results  can be viewed in % bar graphs, pie-charts as well as comments tabled in spreadsheets. In short – the information we gather is easy to engage with and easy to use moving forward.

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Learning from ‘Actual customer experiences’

Customer surveys

Surveying your database is a great way to get informed through customer feedback. Learning the products they prefer and the services they most value. Customers are surprisingly willing to help the companies they work with, to improve their offer.

One-on-one feedback

Subject matter experts and key clients are valuable resources of experience to learn from. In fact, there is no better way to improve business processes and to understand customer pains than from the very source. Our interviews achieve insightful results.

Survey & feedback results

All of our results are provided on sharable digital platforms. The results  can be viewed in % bar graphs, pie-charts as well as comments tabled in spreadsheets. In short – the information we gather is easy to engage with and easy to use moving forward.

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Prioritising & implementing our findings

Improving user-journeys

We outline the type of Content Design needed to facilitate better user-journeys and to help you promote services and products that will be of customer interest. Informed Content Design helps to create a more intuitive navigation experience.

Content requirements

The customers we survey and interview in person, are very clear about the content they require to support their needs. We table these results as well as the customers Google search criteria to inform your exact Content requirements moving forward.

Actionable results

Some of the findings from our User & Customer research can be actioned quite quickly. We look to implement what we can as efficiently as possible, to improve user engagement and enhance find-ability. 

– 3 –

Prioritising & implementing our findings

Improving user-journeys

We outline the type of Content Design needed to facilitate better user-journeys and to help you promote services and products that will be of customer interest. Informed Content Design helps to create a more intuitive navigation experience.

Content requirements

The customers we survey and interview in person, are very clear about the content they require to support their needs. We table these results as well as the customers Google search criteria to inform your exact Content requirements moving forward.

Actionable results

Some of the findings from our User & Customer research can be actioned quite quickly. We look to implement what we can as efficiently as possible, to improve user engagement and enhance find-ability. 

NEWS:

Spire has been appointed an All-of-Government web panel supplier for;

Information Architecture, User Insight, Content Design, Visual Design, Front-end Development and SEO & Analytics.

Let’s discuss your requirements

Let’s discuss your requirements