In particular they wanted to be sure this new area supported user goals, enabling their users to benefit from their SME marketing services to develop their own customer base.

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It is fundamental that the videos and related community tools are easy to find and use, and that the video content is relevant and engaging so that users watch the whole video and get the most out of the resources. Teachers TV found it needed to improve the video player landing page, in particular the presentation of videos and related tools.

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Alfred Dunhill, the mens luxury retailer identified that their online channel is increasingly important not just as a direct sales channel but also as way to create more engagement with its customers.

As part of their ongoing development of their site, Alfred Dunhill commissioned Foviance to undertake some independent research of its online audience to gather quantitative data on what visitors thought of the current customer experience. This would help them identify strengths and weaknesses of their main site and start to build a much richer idea of what their online audience wanted from an Alfred Dunhill site.

Methodology

Foviance developed an opt-in survey from the Alfred Dunhill homepage that recruited visitors with specific objectives for visiting the site. They then completed their journey and were asked a series of questions once they had completed their intended goal.

The survey was launched during the busy run-up to Christmas and was live throughout the festive period itself to capitalise on the increased traffic rates. In addition the exposure rate of the survey was controlled so that is was unlikely someone returning to the site that had declined to participate in the past would be shown the participation message again on the homepage.

Results

Over 200 responses were gained throughout the duration that the survey was live. Overall over 84% respondents said they would visit the site again and a net promoter score benchmark was captured. The survey captured user feedback on the look and feel of the site and allowed Alfred Dunhill to see if these were inline with its brand guidelines. In addition it highlighted several areas where the site could be improved. This has helped develop the business case for additional development work. Alfred Dunhill intend to use this methodology again at regular intervals to help measure site performance and get regular customer feedback as the site develops and grows.

With the impending UK General Election, BBC News developed a separate content area as part of its main site. There was an internal discussion to decide whether this should follow the index approach of the main BBC News website, or whether it should be a micro-site with additional, user-driven functionality. The team wanted to deliver a great election experience to two very different types of target users – Novices and Super Users – by including additional features, while ensuring the Election micro-site was as accessible and usable as the main News site.

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lowcostholidays.com’s successful relationship with Customer Experience consultancy Foviance, led them to engage in their services again. Foviance replicated test setup for lowcostholidays.com’s website and used the previous findings as a basis for a new usability evaluation. This proved to be a perfect example of the benefits of interactive testing.

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Sky have had a successful relationship with Customer Experience consultancy Foviance since 2001 and turned to them again to benchmark and quantify the difference in performance of the new prototype against the existing site.

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Rapid wireframing was used to meet the needs of Clearlybusiness as they were looking to deliver some quick wins in a very short space of time, from the first day of discussing requirements to the delivery of wireframes within 6 days. The final deliverables included a set of 11 wireframes that formed the basis of the developed site.

Conrad Ford, Head of Existing Businesses, was extremely pleased with the designs produced.

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Our research provided Nokia with a deeper understanding of its global audience and supported its strategy of building long-term customer relationships, which has underpinned Nokia’s growth in the market.

Phase 1 – Simplification. We reduced booking times by 40 percent by reducing the number of steps needed to book, enhancing the search process and redesigning the quotation process.

Phase 2 – Improvement. We introduced a series of navigation and design changes, making the site more intuitive and allowing the optimisation of user journeys based on individual requirements.

Phase 3 – Next generation. The seamless integration of Web2.0 content to provide a richer customer experience.

The results are compelling – over 20% of MyTravel’s business is now conducted online, and support calls have fallen by 200%.

We worked closely with the Tesco design team to help them understand the buying process – from the moment the catalogue was received by any of its two million customers to the point of ordering online or by telephone.

This multi-channel project demonstrated the benefits of integrated thinking, revealing how traditional direct marketing can be used to support e-commerce, and vice versa.