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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...

Journey mapping

We map the end to end “as is” customer journey in the initial engagement phase so that we can understand what the service is there to provide and how customers interact with it. Mapping the service early on is really useful for identifying what steps are...

Interviews

Interviews with users are essential.  The Design stage relies on unearthing the needs of users by getting deep into their world and by hearing about their expereinces and feelings in their own words. Whenever possible, conduct your interviews in the interviewee’s...

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...

Diary studies

Diary studies can be used to record experiences, thoughts and activities over a period of time. It brings you as close as possible to your participants, without you actually being there. Diary studies can be paper or electronic. Mobile and online tools have the...