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I need to understand how our customers use our products or services

Our aim: To capture your users’ opinion and analyse the impact.

“If you would like to know what your customers think of your products, pay close attention to what they do, but not to what they say.” It’s one of the principles that we stand behind when we encourage our customers to try a product.

Whether it’s for existing products and services or ones that are being designed, user testing is the best way to understand user behaviour. The benefits speak for themselves: increased satisfaction, better business, reduction in costs, etc.

Bénéfices

Guaranteed to meet the users’ expectations
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Allows you to iron out business-related problems before launch
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Minimal cost: 5 users are all it takes to identify 80% of the problems.

Quand le faire

When you have high dropout rate for key functions (signing up, buying process, etc.)
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A decrease of your KPI’s
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Negative feedback from customers via support functions
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New services with a number of optimisations

How we will work together

Phase 1: Test selection and recruitment

It’s key to outline the objectives of the test first. What are the assumptions or issues that we would like to test? Which user profiles are involved? Which user contexts are you interested in(mobility, office, home, etc.)? All of these points are put together in the test plan and will be signed off by you before users are recruited and sessions start. We will manage user recruitment through our database or through our external partners.

At this point, we’ll send you the test plan, so that you can check it and can make any necessary changes.

Phase 2: Testing your product/service

User testing takes place in the laboratory in our Geneva test centre. Candidates meet individually with a UX consultant who will moderate their session. This generally lasts 1h and can be observed remotely or from our observation room that is fully equipped with one-way glass. Sessions can be recorded by audio or video.

Phase 3: Presenting the test report

We will present a test report to you with observations ranked in terms or importance and/or priority, complete with short to mid-term recommendations.