With high quality UX Research, we help you to understand your customers’ wants
We work closely with our clients to help increase sales and outperform their competition
1. A leading Hospital gains Valuable Insights about their customers
Our client, a leading private Cancer hospital, was concerned that despite a great website, the number of online appointments were below expectations. The marketing department of the hospital approached UXArmy with this concern.
Our UX consultants began the User Research by carefully analyzing the Hospital website, and interviewed several people representative of the Hospital's target audience. That helped identify the key Task Scenarios and Open Questions, which were important to patients and their caregivers when making online appointments.
The Task-based User test recommended by our UX Consultants was designed and conducted in Multiple Languages. Close to 60 respondents from the UXArmy Advocates Panel took the online user test. The results were available within a week.
The results had a number of interesting findings. It turned out that the banners on the Hospital's website were drawing visitors’ attention away from the other information which would enable visitors to quickly approach the hospital. Another very important finding was about the messaging of the website. Based on the feedback from most respondents, the website conveyed professionalism and convinced the visitors of the hospital’s state of the art technology. However, it did put a question in people's minds about the warmth of the care this Hospital and its staff would provide to patients. The patients and their caregivers were looking for a soothing, caring, and comforting experience. They wanted a Hospital that focused on personal care to patients and less on selling its own advancements and professionalism.
Based on the findings from the user research, the Hospital updated it website to modify its messaging so that it conveys more care and warmth towards the patients and their caregivers. The relevant contact information was also rearranged and brought forward on the website.
2. Property website launches a new feature
Our client is a popular online property portal. A new property scoring widget was under consideration to be launched by our client. Prior to market launch, the client engaged UXArmy to validate whether the property buyers would find the widget useful and easy-to-use.
UXArmy designed a User Research plan comprising a Qualitative study based on one-on-one In-depth interviews followed by a Quantitative online study.
For the Qualitative study, the consultants at UXArmy recruited and screened respondents from the target customer group. These respondents went through a customized screener questionnaire and phone interview for selection.
In parallel, a Qualitative User Research design was prepared for client's review and an approval from the client was obtained. The selected respondents were invited to a one-on-one interview. They used the new widget and probing questions were asked to elicit their needs, like / dislikes and wishes about the new widget. Feedback and preferences on the marketing material were also recorded.
The findings from the Qualitative test were validated in the subsequent online Quantitative test.
After consolidating the findings from the Qualitative and Qualitative research, Design improvements to the property scoring widget were made. When launched, the widget was well received that the client began preparing for deployment in another country.
3. Large freight and courier company researches initial Design prototypes
The website of our client company was being redesigned. The Design team of the company was in the initial stages of website design. Designers were unsure whether the new website design would enable its visitors to understand the Home page layout and quickly find information.
The client first reached out to us when the Design was at wireframe stage.
Our UX consultants suggested the client perform online user validation with the Wireframes, before spending money on expensive graphics design. The wireframes were tested with 2 target groups of 20 respondents each from the User Advocates Panel. The Click Heatmaps were captured as respondents performed the task on the wireframes. Follow up questions were asked including some open questions. Based on the User feedback, several design changes were made at the wireframe level.
As the next step, the Designers wanted to compare two options for Home page layouts. A Comparative User test was launched with 50 User Panel Advocates. One of the design options received better responses than the other. The designers were also able to understand why the preference based on responses to a short questionnaire they had embedded in the Comparative User study.
Instead of just relying on opinion of internal stakeholders, the client was able to apply user validated decision making with input from independent group of testers.