Customer-centered product and service innovation
Direct
Perception offers the expertise and design research tools
to give you a direct
view of the customers for your interactive
product or service. What
should you build to meet their needs?
How should you position your message? What don’t you need to offer?
The
outcome for your customers is a direct view of you. Your
product or service will be useful, clear, on-message and easy to
use. For
example...
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How do customers currently experience their
touch-points with you?
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How should your web site evolve to meet customer needs?
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What
information is critical for your web-based CRM system?
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Will
employees be able to use that PDA in place of their laptops?
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How
many customers will be unable to complete the transaction
using your new interactive voice-response system?
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Will
users be able to register for and use your new security system?
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What
features will customers demand from your new web site?
Benefits
to you include lower
development costs, higher
retention/conversion rates, lower training costs, lower support
costs, more targeted messaging, higher customer and end-user
satisfaction.
Our objective is to provide your customers
with a seat at the
design table. There are three critical points where customer
input
will determine the success of your new product or service:
-During conception, when features are being
determined
-During design, when ease and clarity of
use are being determined
-After deployment, when customer feedback
can be used to
improve concept or design
We provide the expertise to ensure that you
get it right the first
time by using a variety of techniques to suite
your budget and
schedule. These techniques range from expert reviews to
multi-city user research in a national network of test facilities.
We can also assess your current development
processes and
recommend changes to instill a customer-centric methodology.
Take some time to educate yourself about the importance of
customer-centered design. Your competitors already get it...
 Direct
Perception methodology
Interaction
Design Links
User
Experience Research Links
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