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Customer Experience

Customers are now digitally empowered.

They are equipped with more ways to meet their needs than ever before, the only way to keep up with them is meet them on their terms, to serve their fundamental needs more fully than before

To become a digital disruptor you have to become obsessed with finding more ways to meet these needs more quickly than before. Human beings are the same as they have always been, they have not changed, but what has changed is their ability to get what they want.

This has led them to expect that their demands can and will be met, more often and more completely than ever before.

Understanding Customers.

DigitalFirst uses a variety of techniques to help you truly understand the perspective and human needs of the customer, including:

Customer research studies. Conducting customer research to ensure you know with confidence what your customer needs and issues are and identify any gaps.

Developing customer personas. Focusing on understanding the different customer groups and developing personas that can be used to test new concepts as they are developed.

Extended analysis. Understanding customer behaviours in the context of everyday use.

Testing with users. Gathering feedback and highlighting usability issues with products and services, either in their environment or within a controlled environment.

Customer workshops. Keeping close to the customer and bringing them into the cycle of improvement.

Tracking & analytics. Looking at real behaviours and key patterns of use or related experiences.

For more information on our service please contact Stephen Gray via [email protected] or 07801 038155 or Andrew Rogers via [email protected] or 07768 478611.

Mosscare St Vincent’s – Developing a Digital Strategy

Digital First worked with Mosscare St Vincent’s Housing Association to support the organisation increase its digital presence and service delivery, help develop a strategy and delivery roadmap.  Through a technology review,  staff engagement and outcome based workshops we assessed the baseline position and created the digital transformation roadmap and project priorities for MSV.

Our collaborative style of working with MSV helped secure a cross organisational buy-in to the transformation roadmap and now forms a key strand of its Back to Basic transformation programme.

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