Using quantitative and qualitative insight to create a more customer-centred service for the UK's leading online print retailer.
Qualitative Insights
User Experience
Project Overview
Printed.com was keen to gain a clearer picture of its customers, their motivations, priorities and purchasing behaviours. With a more granular understanding of the customer, Printed.com felt they could place their needs at the heart of the business. SUS was engaged to deliver greater insight into customer needs and behaviours to the business through a series of workshops and focus groups. The project began with cross-functional stakeholder workshops to define expectations and the research plan. Since the user base was so varied, across a number of industry verticals, SUS created Proto Personas from insight gathered from the business in order to build consensus for the focus of the customer research. These Proto Personas were used to support the appropriate engagement of 20 individuals from 8 industry verticals and across 4 sectors. The ensuing customer workshops enabled us to build a mental model of print buying behaviour. The insight generated was analysed, distilled into customer personas and delivered back to the company to support their redesign of their websites and core services.Client
Printed.comTags
user research
ux
user experience
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