Customers want the enterprise to provide a comprehensive and personalized experience
Until recently, customers have accepted that services provided to them by suppliers may be standardized and disconnected. However, due to the impact of digital transformation on all aspects of business, the rapid rise of disruptive digital service providers, and the global popularity of intelligent devices, people's expectations have changed dramatically. Enterprises are now expected to provide intelligent forecasting services that include and actively predict customer needs.
For established companies, this transformation can be difficult. Different service combinations, outdated processes, requirements for data privacy, and internal barriers to process innovation may hinder change. In addition, customer expectations are growing and are increasingly being met by new vendors offering native digital operations, which requires C-level executives, user experience officers, and digital teams to act quickly.
User experience management is the key to this transformation. From the definition of user experience strategy to the implementation of user feedback platform and service design, the service and methods in the field of user experience management are diverse and growing to ensure a smooth and user-centered transformation.
Service design ensures user orientation
Today's fast-growing service design methods include multiple rounds of testing and user feedback to evaluate the user experience through reliable research. By bringing together all stakeholders from the larger ecosystem, services can be co created so that they can not only run seamlessly and merge all relevant portfolios, but also proactively predict user needs.
The management platform provides valuable insight for users
The new user feedback method also reduces the response time as much as possible. It is better to integrate feedback, user and operational data into a single user feedback management platform rather than seeing performance indicators decline without understanding the reasons.
For example, qualtrics, medallia, and inmoment can all act quickly and consistently to meet user needs. This will increase the peer recommendation rate of users, reduce customer churn and encourage business growth. In addition, insights from well managed projects provide unlimited ideas for business improvement, whether it's about what's wrong or about new services.
An effective method of service design
In this challenging area, companies need a strategic consultant and transformation promoter who understands many of the strategies and processes available to the enterprise, has close industry partnerships, and knows how to promote innovation. A unique, end-to-end approach is also essential to drive comprehensive and lasting change.
Strategy and co creation
By understanding your current service status, you can identify and plan a set of solutions tailored to your needs and challenges. Recently, Laversons cooperated with a large French railway company facing open market competition to determine the target user experience strategy, using our internal eight dimensional model, which is our intellectual property, to help our customers improve market standards and transform their user oriented behavior into market differences.
Development and optimization
Next, you need a partner who can effectively design, implement and optimize your plan. Adjusting the organizational model and corporate culture is an important part of this, and it is also where our ability to provide international benchmarks, user research and design user experience exceeds customer expectations. For a large international car rental group, we have adopted a new customer-centric governance and platform solution to help customers monitor and exceed their NPs goals, while placing user insight at the core of the organization and culture.
Orientation expert
In the end, we found that working with professional teams can ensure the success of our customers. For example, CX policies or on-site service execution have proven that existing functionality can be optimized and extended, and service design and UX experts are critical when introducing new design services. For large GSP customers who want to merge three high traffic, B2B large trading websites, we simplify this method. We work with businesses and their users to optimize goal setting and user experience to make the vision come true quickly. Laversons' approach combines strategic analysis with an effective understanding of service design solutions that are useful to the enterprise. Working with us, you can create fully optimized services that exceed user needs and support your business goals.