Experience Innovation

We engage our entire process from discovering opportunities, to designing experiences, to listening to users. Using a wide range of our techniques, we provide thought leadership and facilitate thoughtful collaboration among users, stakeholders, and technical teams to create intuitive and effective customer experiences.

ALLO Customer Acquisition Project

The ALLO Subscriber Acquisition project gave us an opportunity to fully engage our process, and utilize many of our key capabilities. The primary goal was to increase customer acquisition through the buy flow. Solid research and design was vital in achieving that goal.

Discover

• Survey - With the survey, we wanted to learn the answer stories some fundamental questions. Questions such as, how do customers shoe for internet service, and what channels do they use, were key to shaping our target demographic.
• Persona Development - It was important to take on the midst of a potential subscriber, so we developed our Debra persona. She came to fruition as a result of in-depth demographics research. Debra is an educated 55 year-old empty-nester. "Since we do not use the internet for games or work, price and customer service are very important to us. We want something that is always working and not a lot of down time."

Design

• User Flow - Capturing an accurate user flow for the subscribe flow was critical. Ensuring everyone was in agreement with the flow and key decision points along their subscribing journey.

• Wireframes - From there we were able to start creating rough wireframes of the steps. Starting with marker boards, then moving into digital wireframes.

• Prototypes - Now it was time to bring the experience to life. Using higher-fidelity mockups, we could create interactive prototypes that would be used for testing.

Listen

• Usability Testing - Using the Userlytics platform, we performed remote, unmoderated summative usability testing. Users were shown the high-fidelity prototype, and asked to perform a number of tasks while being audio/video recorded. The prototype performed very well, and testers were able to provide key insights into areas for improvement. Suggestions were made around address entry, and shopping cart organization. Vital feedback that allowed our team to make adjustments before development began.