The key to any project is gathering a deep understanding of the current situation. Investing time in audience, business and industry research at the outset informs and provides confidence in strategic decisions in the long run.
Customer research
Delivering a final product your audience will use and love requires a profound understanding of the audience goals and needs in order to create an experience that delivers. Orange Bus does this by learning from existing research such as analytics, sales data and customer surveys. Coupled with conducting an experience review through listening to your customers with usability testing, surveys, and interviews. Of course we also feed in our own expert knowledge and this creates persona profiles that allow our entire team and stakeholders to see requirements and designs from the customer’s perspective and understand the customer lifecycle. It’s a fascinating process and one our customers value highly.
Business research
A wealth of knowledge and experience lies in your company and we gather this knowledge through stakeholder interviews and hands-on workshops to understand the direction of the project or company as a whole. Through shadowing and observing customer facing staff such as call centre operators, shop assistants and sales agents, Orange Bus collate and understand common complaints, frustrations and how best to promote and sell services or products, which turn into requirements and experience goals. Orange Bus selects the most suitable methods to understand your business priorities and requirements, to maintain the balance between the customer’s needs and the business’ needs.
Industry research
Looking at the industry as it stands maps out the competition to help mould an experience which has potential and a USP to focus on. Thorough direct and similar competitor analysis outside your market-place is carried out to understand their offering, customer expectation and processes to establish where you compete, where you lead and of course, where you do not serve - so we can identify potential gaps and opportunities.
See how we turn this research into an experience strategy to take a project forward >