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
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