Services to Engage Customers
At CX Insights, we do one thing really well:
Understand your customers to make their experience with your product or Web site a great one.
One that will keep them coming back. One that creates brand insistence, not just brand loyalty. We talk with your customers, and if we can't talk with them, we put on their hat and think like they will. What better way to know whether they'll use your product?
We offer several services to give you better insight into your customers' experience and design engaging experiences.
User Experience & Interaction Design
Designing interactions including transactions, workflow, and forms in a user-friendly way that makes sense to customers can seem daunting. Add to that the product or Web site needs to be visually appealing, and experience and understanding of customer behavior and user experience design become essential for success.
CX Insights designers have an average of over 10+ years designing and building content Web sites and complex transaction-based applications that engage customers and promote conversion and success completing tasks. Our approach involves:
- Defining personas that represent the customer and their expected demographics and behavior
- Defining all key tasks and success factors that tie back to mission objectives
- Designing wireframes, a bare-bones concept car to demonstrate the layout, flow, and ideas for prioritizing content and functionality
- Gathering feedback from customers or representative users in a quick and cost-efficient way
- Overlaying branding and visual elements on the final layout and concepts
This approach has served our customers well as the organized approach helps us cover all bases and assumptions that can otherwise wreak havoc and disaster on a new or redesigned product.
Customer Research & Usability Testing
Getting meaningful answers from your customers or stakeholders means asking the right questions. Questions that tie into your goals and objectives and help assess what your customers think about you. When we can, we talk directly with your customers and users, interviewing them and getting feedback about how they would use your product to complete a task or find information. We value their time as much as you do, so we keep it short - we've asked the right questions during sessions as short as 15-minute coffee breaks during conferences to 1-hour sessions where they sit down and use your Web site or software.
When we can't talk with your customers, we:
- Look at what other sites they visit
- Assess their demographics
- Explore keywords they use to search your site and related topics
- Study other analytics from your own site as well as your competitors' sites
- We also use social media and related analytics to help us understand what your customers will want.
In the end, we give you a clear set of actionable recommendations based on what we've learned.
Content Strategy & Search Engine Optimization
Your Web site, including your content and how it's organized, reflect and reinforce your brand. Web site visitors don't stay long, so you have just a few moments to grab their attention and convince them that you're the right organization for what they want and then tell them what they need in layman's terms.
Your home page along with the menus and links you provide to move through your site tell a visitor about you. If you use jargon, get them lost, or are just too hard to work with, they'll abandon you and move on.
CX Insights will help you:
- Link your Web site goals and content to your brand and objectives
- Describe what you do to someone who's never met you
- Boost your search engine rankings by using keywords and thinking like customers will when they search for your site
Web 2.0, Government 2.0 & Social Media
Still wondering what the fuss about Facebook, Twitter, and Second Life are? Wondering what Web 2.0 and Government 2.0 are all about? CX Insights's Principal Consultant, Kate Walser, has been working with organizations for the past 3 years to explore how social media can help their organizations. She will work with you to understand your brand and vision and help you navigate the social media landscape, to select and invest in only the tools that will help you promote your brand and engage your customers.
When it comes to Web 2.0 and Social Media, CX Insights:
- Offers 1-on-1 training and discussions with you, to help you understand social media and ask questions freely and openly without your competitors listening
- Identifies and recommends strategic social media options for you given your goals and customer audience
- Creates a strategy and roadmap, complete with logistics and resources you'll need to embark on a new social media path
Accessibility & Section 508
At CX Insights, we think accessibility is critical for all our customers, not just those who must comply with legislation. Why bother? Besides opening your site up to additional customers, accessibility also promotes usability on mobile devices and helps boost your site's findability among search engines.
Our Principal Consultant, Kate Walser, has 11 years experience designing accessible software and Web products, dating back to before the Section 508 accessibility standards were published. She's worked with large enterprises to create Section 508 policies and standards. As a member of the federal advisory committee tasked with recommending changes to the Section 508 standards, Kate has tremendous insight into how to make accessibility routine in your organization.
With our experience and track record in accessibility, we
- Teach our customers about accessibility, including how assistive technologies like screen readers work, common pitfalls, and relevant standards
- Check your Web site or software products to see what's accessible and what should be fixed
- Use a combination of manual and automated testing
- Offer workshops and custom training to teach your employees and partners about accessibility
Technology Strategy & Planning
Want to modernize your enterprise IT infrastructure and minimize the impact on your workforce and customers? Or maybe you just want to stay ahead of the game and map out future investments to promote productivity and customer relationships.
CX Insights will work with you to identify customer and employee touchpoints with enterprise IT and then define what's needed for any additions or replacements in your technical architecture. We have experience defining user scenarios and requirements to help you select products that your customers and employees can use without needing a manual. Our Principal Consultant, Kate Walser, has experience with vendor evaluations and acquisition planning to know what questions to ask vendors to find the best match for your own experience as a customer.
CX Insights will:
- Define personas and user scenarios that represent how your customers and employees will use new technologies
- Ask vendors about features and ask questions to discover the usability and accessibility of their products
- Pay attention during vendor demos to features (good or bad) that will impact your customers' and employees' experience using the products
- Give you a recommendation on which product is the best fit and any implementation logistics needed to smooth change management
Workshops & Mentoring
CX Insights consultants have many years experience teaching organizations like you about usability, accessibility, and design. It's one of the things we're passionate about and it shows as we've mentored many individuals who now are successful user experience and usability professionals. We offer several types of workshops:
- Training workshops
- Brainstorming workshops
- User walkthrough and task analysis workshops
- Accessibility workshops
- Strategic triage workshops
- Social media workshops
We believe in teaching others to fish, so each workshop and mentoring program we offer is very interactive and engaging, with clear and memorable examples.