User Insights for digital business

User research

Some techniques we use are:

• Ethnographic research
• In-depth interviews
• Analysis of impact of usability in contact centers
• Focus groups to analyze the user journey
• Card Sorting
• Online surveys (NPS, drivers and hiring barriers)
• Observing the learning curve with the Think Aloud protocol
• Heatmap Surveys
• Eyetracking
• Online Heatmaps & Scrollmap

Archetypes and how to use them

• Market Data Analysis
• Analysis of motivations, issues and expectations of each archetype
• Usage scenarios, flows and processes
• Designs of interaction scores

User journey mapping

• Multidevice Attribution and logic
• Digital ecosystem mapping
• Motivations and concerns
• Moments and points of contact and interaction
• Emotions and feelings linked
• Internal processes and digital experience
• Critical times and identifying opportunities

Digital analytics

• Measurement strategy and definition of KPIs
• Selection and implementation of digital analytical solutions
• Tag management and data integration (DMPs)
• Customer Profiling
• Campaign analytics and attribution models
• Predictive analytics and customer intelligence

Customer insights

• Analysis of user behavior
• Clickstream Analysis
• Audience Score
• Buying cycle Analysis
• Segmentation and buying patterns
• RFM: Recency, Frequency, Money
• Customer profiling