Customer Journey Mapping

The story of your customer's experience with your brand, product, service, or website. Journey maps help you identify opportunities to improve what your customers go through when interacting with your business.

Ethnography

The study of groups of people, including customers and employees of specific companies. Ethnography is great for answering broad questions like "Who is my customer and how do they think, act, and feel?" 

Usability Research

A collection of methods used to see how well your customers can interact with your website or product. Usability is particularly important to asses in order to create something that people enjoy and will continue to use.

Heuristic Evaluation

A specific usability method based on recognized usability principles, like user control and freedom. This is a standardized way to evaluate how usable your website or product is designed. 

Focus Groups

A group based interview about your product, service, or website. This is particularly suited for uncovering complaints and opportunities to improve. 

Unmoderated Research

A subset of usability research, unmoderated sessions help you quickly answer very specific questions you have about designs without a lot of overhead and participant recruiting resources.

Field Research

Research that happens at your business or where your customers are when they interact with your product, service, or website. This method helps understand the full context that wouldn't necessarily come through remote conversational-based research.

Card Sorting

A way for your customer to express how they would organize your product or website or store. This helps understand whether your organization structure is intuitive or causes confusion.

Surveys

A way to gather a large number of responses to questions that usually already have common responses. This is a great option for understanding how prevalent certain perspectives are within your customers or employees.

Task analysis

Asking your customers to perform a specific set of actions to understand whether your store, product, or website enables or hinders those actions. 

CUSTOMER & MARKET

Who is my current or potential customer?

What does my customer need and want?

What will my customer pay for and how much?

What are my competitors doing well or missing the mark on?

WEBSITES

How can I create a website that results in more revenue, conversions, or sign-ups?

Do people understand what my website should communicate?

How do people respond to my website?

How do people interpret my brand based on my website?

Do people know what to do when they visit my website?

PRODUCTS & SERVICES

Where are there opportunities to expand what I offer?

How well does our current product or service meet customer needs?

How can we meet customer needs more effectively with our current offering?

What is the experience our customers have with our product or service?

SALES, SUPPORT, ACCOUNT MANAGEMENT EXPERIENCE

Are my customers experiencing the level of service I want to provide?

What do my customers take away after a touchpoint with my team?

What are the most common scenarios or questions that my team need to be equipped for?

BRICK & MORTAR

How can I improve customer experience in my store that leads to more purchases?

How does my current or potential customer feel about being in my store?

INTERNAL OPERATIONS

How can I standardize my processes across the company?

How can we work more efficiently and effectively?

How can I learn more about my customers via channels like sales, support, and account management?

How do I organize and manage my work and projects?

Are there tools that can help me organize and track my work?