Customer Experience Design Services
- Audience Analysis
- Creative Design
- Information Architecture
- Web Site Accessibility
- Software Interface Design
Case Studies
— Jim B., NSC
Customer Experience Design
Customer Experience Design Makes the Relationship
A single experience can bring a customer into the fold, or turn that customer away from doing business with you forever.
Brook Group Advantage:
- Experienceware approach
- Information Architects on staff
- Web Marketing skills
- Usability Experts on staff
- Site Accessibility expertise
- Learn More...
Customer experience design at Brook Group focuses on making sure that the experience of using your software or visiting your Web site brings customers back again and again.
Together with you, we get to know your customers, to anticipate their needs and expectations, to frame their experience online in a way that provides you with measurable results.
Design for the Customer Experience
To build effective online experiences, you must first know what your customers need and expect from you; how you effectively serve your customers, how you differentiate yourself from competitors, how you stay current to meet growing and new customer needs.
Marketing dollars can effectively bring customers to visit your site. That’s your one chance to capture them. Customer loyalty is vital to success, and derives directly from positive user experiences. Keep your customers happy, and you keep them coming back for more.
Brook Group’s customer experience design process considers:
- Product marketing
- Retail environment marketing
- Digital brand consistency
- Structural organization
- Navigational scheme
- Behavior forecasting
- Search engine optimization
Our process integrates software functionality, accessibility, graphic design, brand identity, search engine optimization, and information architecture, resulting in customer experience design that will meet or exceed your expectations and those of your customers.
The Customer Experience Design Process
Discovery
Customer experience design begins when we get to know you through an extensive questionnaire and live interviews. We analyze how your customer currently experiences your business, online and offline. We work with you from day one to establish exactly the sales and awareness approach that will resonate with your audience and translate your “wish list” into detailed technical specifications.
Audience Analysis
We engage directly with customers to understand the details of a user’s experience. We gather customer feedback by observing the way they navigate and utilize the functional options at their disposal. We look to discern a customer’s order of actions, interests, intuitive interactions and behaviors. We ask open-ended questions regarding intent and comprehension. This research identifies navigational and functional obstacles, communication gaps and business opportunities.
Design and Develop
This is the stage where we begin our design process and begin developing the interface design. Our designs are focused around your customer and their expectations and anticipated experiences. During our design process we are considering the best navigational schemes, the best layouts and formats for content, optimum natural search engine optimization techniques and best Web accessibility techniques, but most of all we are integrating your brand and making certain that the customer experience design is in line with the brand attributes.
Test
We test our sites and customer experiences to ensure maximum usability and flawless design. Testing is done on several levels. We do one on one informal testing with sample audience users. We ask the user to accomplish specific tasks and watch how long certain actions take. We then modify the design as necessary. After launch we test page effectiveness through the use of specific software tools. As we learn click-through rates and ROI, we change designs as necessary to improve performance. Effective customer experience design is the result of a lot of testing.
