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Customer surveys

To support your benchmarking data, it’s a good idea to create a customer survey. This can be done in Survey Monkey or Google Forms (but remember NCC do not have access to Google). Encourage your product owner to send a survey out at the start of the design...

Identifying priorities

How do you get to the crux of the problem? The one that – if changed – will completely transform things for your users? Do look at areas in the organisation with the highest spend consider areas in the organisation with high levels of dissatisfaction review areas in...

Benchmarking data

Collecting data about your service allows you to measure its performance. You can use data to make sure: the service is meeting user needs the service allows users to easily complete the task it provides there are enough people using the service to make it...

Validate a concept

Often a customer will come to you with a vision. Or you may instinctively think of a solution that would save the day. Either way, it’s essential that you test these concepts, to make sure they a) work and b) there is nothing better. You will need a prototype...

Heat maps

We use a tool called Hotjar, which provides information about where users click a website most. Sometimes our partners have their own heat mapping software and can provide statistics they have gathered over time. If you use this tool, we’d recommend using it...