Customer Relevance Services

Usability Studies

Eyetracking

Traditional Focus Groups

Online Focus Groups

Contextual Interviews

Customer Relevance™ Usability Testing

Discovering Your Usability Issues So Your Customers Don’t Have To

Customer Relevance uses advanced technology to capture and document each participant’s verbal and nonverbal behavior during a series of online tasks. Results are compiled, analyzed and translated into behavioral patterns that provide invaluable insight on how to improve your website's information architecture, navigation, and page design/layout.

Usability Studies result in bottom line advantages such as:

Decreased operating costs, i.e. fewer calls to support representatives/help lines
Increased traffic and sales through improved findability
Improved customer satisfaction and loyalty
Heightened brand awareness

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Customer Relevance™ Eyetracking

If your customers don’t see it, it doesn’t exist!

Simply put, our eyetracking methodology allows you to see exactly where your customers are looking and most importantly, where they are not.

Customer Relevance eyetracking studies will show you what parts of your web pages are actually viewed by your customers. Internal creative teams often have much debate about how customers will view a page or a given feature. If the customer doesn’t see it on the page, then it doesn’t exist. Eye-tracking can provide objective quantitative data into a subjective design process. Our eye-tracking studies will help give your creative and product development teams better insight into how your pages are viewed by customers. And this allows your teams to design a more effective page layout that better meets your customers’ needs.

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Customer Relevance™ Traditional Focus Groups

Insights Through Deep Conversations

Customer Relevance traditional focus groups allow us to deliver deep insights about a particular audience. When you really need to encourage a thoughtful and emotional conversation with your customers, what better way than to observe your customers talking about you! Well, actually talking about your products and/or services.

Customer Relevance uses traditional focus groups to connect you with your target audience in a face to face setting, giving you the capacity to:

Explore deep level emotional values, drivers, and needs
Assess taste or tactile elements
Conduct creative brainstorming sessions

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Customer Relevance™ Online Bulletin Board Focus Groups

Bringing Market Research Online

When timelines simply do not allow for in-person focus groups, our online methodology allows you to gain worldwide customer representation through a quick and efficient online experience. While our moderators probe to uncover clear insights on your product or service, you can watch all conversations from our “virtual” client backroom.
Since the online discussions occur over time (typically 2-3 days), the topics and content are truly flexible throughout a given project. Our online platform allows us to show images, live websites, static comps, audio/video file and a variety of other stimuli. Customer Relevance uses the power of the Internet to connect you with your target audience, giving you the capacity to:

Evaluate new product concepts or design compositions prior to development of the site, application or product
Test prototypes in both early and late stages
Test existing web sites and online applications
Test your competitors’ web sites and online applications

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Customer Relevance™ Contextual Interviews

It’s Time to Visit Your Customers

Contextual Interviews are interviews that occur on your customers “own turf,” typically their office or home. Customer Relevance contextual interviews allow you to closely observe how customers interact with your online experience in an authentic setting.

This interview provides a more intimate setting where we are able to observe many details, from the screen resolution they typically view sites on, to the size of the monitor and overall setup of the office.

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