Depth interviews with teenagers and participatory design sessions with parents gave us the insights to help TalkTalk create a simple and compelling service that helped distinguish its brand in the undifferentiated ISP market.
Observing out-of-box set up in 20 customers’ homes revealed problems with the set-up experience that led to a redesign of the support CD, user guide and even the router configuration, resulting in dramatic reductions in propensity to call (PTC).
A service trial with follow-up interviews revealed different types of mobile job seeker and their related needs, allowing Totaljobs to make their new mobile service relevant and compelling.
3’s new app allows customers to make and receive calls to their mobile number even when there’s no mobile coverage. Usability and communications testing helped ensure that the app was easy to use and customers would grasp this concept.
Product trials across multiple countries involving in-home interviews, online diaries, focus groups and video blogs helped Sony rethink the user experience of their mobile handsets, to recapture a leading position in a competitive mobile market.
Contextual interviews with staff in sorting offices helped identify key requirements for ergonomic routing labels that would simplify sorting and reduce errors. Usability testing of a concept design then led to a redesign.
Observation of the out-of-box set up experience revealed misconceptions and faulty mental models about how the service worled, that impeded set up of 3’s mobile broadband
In-home interviews generated insights that allowed us to develop a simplified, multilingual handset user guide for 3
Depth interviews, online diaries, focus groups and video blogs enabled us to model the app shopping experience and create personas. Working with an artist we created posters that helped the Vodafone design team understand their users.