Impact Measurement

Watch your customers use a product or new concept. This always produces rich data that turns speculation (“users will probably do this”) into knowledge (“actually, only one did”). Everyone watching the tests develops genuine, deep empathy for your customers. We see very clearly how to improve the design.

Even if you’re leading the market, you’ll want to understand the customer experience your competition’s delivering. What works well? What doesn’t? Armed with this insight, we can create a desirable and valuable experience that exceeds what your customers could get elsewhere.

Our UXA is a structured, scientific study of awareness, adoption, and multiple phases of use. We create experience metrics and insights from data on customers navigating this spectrum. How does experience quality change between versions? Do customers understand the product concept and its value? Will they become loyal or detractors?

Developers are challenged by tools from multiple sources while forming a market-ready solution. Inevitably, they see functional issues, poor contextual information, and missing connective tissue. Manufacturers might assume, “They’ll figure it out.” Not so. We’ve run studies with products and developers of all stripes and know how to close those gaps.

We’ve conducted thousands of hours of testing and research. Our experts can jump into a product or scenario and intuitively see where things will probably go well for the customer and where they won’t. The expert review brings this insight to design and experience definition as a precursor to usability testing.

When launching a product, service, or customer experience that spans modes and time, you don’t want to launch and have critical issues hound you. We’ve designed and managed many complex pilots that test concepts and roll them out in controlled ways. Then when you do launch, you can be confident it will go exceptionally well.