{"id":134,"date":"2018-11-01T21:12:29","date_gmt":"2018-11-01T21:12:29","guid":{"rendered":"http:\/\/www.veritay.co.uk\/?p=134"},"modified":"2018-11-04T23:20:50","modified_gmt":"2018-11-04T23:20:50","slug":"user-experience-the-voice-of-the-customer","status":"publish","type":"post","link":"https:\/\/www.veritay.co.uk\/?p=134","title":{"rendered":"User Experience \u2013 The Voice of the Customer"},"content":{"rendered":"

\"\"<\/a><\/p>\n

Including customers in the process of (re)designing (new) products and services is central to user experience design and what better way than to harness customer voices and perceptions to drive product and service improvement and development.<\/p>\n

But how best to achieve this?\u00a0 It\u2019s all about using the right listening techniques in the right context.<\/p>\n

A whole range of widely-practiced research techniques can capture customer voices, both active and passive.\u00a0 Capturing satisfaction feedback and scores and utilising panels of many colours is the stock in trade of the VoTC.\u00a0 But it is the passive voice that is often overlooked. \u00a0The greatest advocates and detractors typically have the loudest voices, not least on social media.\u00a0 Voices must not be left to be self-selecting \u2013 softer voices need to be paid attention to also.<\/p>\n

By engaging with users collaboratively in panels, workshops and through observational techniques very valuable, meaningful insights can be drawn out, analysed and interpreted and then communicated most appropriately to achieve actionable outcomes.<\/p>\n

It\u2019s vital to avoid findings overload, and therefore, essential to prioritise and<\/em> rank actionable insights that illuminate tactical and strategic imperatives that support the corporate, product and service vision.<\/p>\n

Feedback should be tested iteratively, not least to ensure that the volume of feedback is not inadvertently up-scaled to be representative of \u201ceveryone\u201d, in a variety of contexts over time and across places.<\/p>\n

Empathetic user engagement, feedback and improving customer satisfaction can assume an iteratively virtuous circle of success for any organisation.\u00a0 Good quality research is the foundation of this success.<\/p>\n","protected":false},"excerpt":{"rendered":"

Including customers in the process of (re)designing (new) products and services is central to user experience design and what better way than to harness customer voices and perceptions to drive product and service improvement and development. But how best to achieve this?\u00a0 It\u2019s all about using the right listening techniques in the right context. A … Continue reading User Experience \u2013 The Voice of the Customer<\/span> →<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-134","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"yoast_head":"\nUser Experience \u2013 The Voice of the Customer - Veritay<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.veritay.co.uk\/?p=134\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"User Experience \u2013 The Voice of the Customer - Veritay\" \/>\n<meta property=\"og:description\" content=\"Including customers in the process of (re)designing (new) products and services is central to user experience design and what better way than to harness customer voices and perceptions to drive product and service improvement and development. 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