Consulting Engagements
Use the links below to access the specific
areas of our consulting engagements:• Strategic
Planning and Business Architecture
• User Research
• Expert Evaluation and Assessment
• Content Auditing
• Information Architecture and Interaction Design
• Channel Prototyping
• Channel Implementation: Design, Build and Testing
Before it all starts, your business strategy needs to be distilled into measurable,
actionable elements that tie into your individual channels and processes. Our
Strategic Planning methodology includes:
Strategic Planning (Mission, Visioning
and Execution)
Balanced Scorecard
Design and Implementation
Channel Deployment
Roadmap
Channel/Process
Mix Strategy
Competitive Analysis
Digital Strategy
Maps
User Research
Plan
Business Case
Development
Understanding how your customers interact requires
knowledge and know-how. Many organizations feel that
they instinctually understand their customer behavior,
but are surprised to see the results of our research
which often contradicts the ‘gut’ feel
of management. This is because customers are evolving
in their needs and requirements. Our user research
toolset includes:
Market Research (Surveys, Multivariate Analysis, Primary/Secondary,
etc)
Field Study/Observation Study
Electronic Surveys and Research (Online survey, e-mail,
SMS, etc)
Usability Testing
When you need a rapid solution to your channel management,
but don’t have the time or resources to undertake
interaction testing with actual users, then you need
our expert evaluation team. Our team of channel interaction
experts use heuristics scoring, best practice evaluation
and a variety of assessment tools to give a rapid review
of your channel or process, included in these services
are:
Rapid Website Evaluation
Rapid IVRS Evaluation
Rapid Call Centre Evaluation
Multi-Channel Audit
Industry Comparison Scoring Assessment
Content and Functionality are often key to the success
of your channel, but how do we determine best fit of
content and functionality across multiple channels?
User Strategy has a set of tools to review and prioritize
content and functionality across channels, as well
as reviewing the capability of your organization to
manage and publish content in a timely and effective
manner.
Content Management and Auditing Workshops
Content and Functionality Scoring Matrix
McGovern
Scorecard™
IA refers to the organization of an electronic channel’s
structure and content, the labelling and categorizing
of information and the design of navigation and search
systems. Information Architects/Designers are the librarians
of channel development. The aim is to help users find
information and accomplish their task in the most efficient
manner. User Strategy’s toolset includes mechanisms
to optimize the effectiveness of your channels:
Card Sort and Psychology data structure profiling
IA Mental Modeling
IA Mapping
Use Case/Scenario Development
Interaction Design (Workshops and Design)
In order to test channel effectiveness, we will often
build scaleable, proof-of-concept prototypes that allow
us to measure any improvements in user interaction.
Whether it is web, IVR, Call Centre or other interactions,
we take the strategic direction and user inputs and
use this to design an award winning, profitable channel.
While endeavoring to optimize profitability, we also
understand the need for desirability and brand. We
mix in these core values into our channel design to
make your channels not only effective, but professional
and brand relevant.
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