enhancing the digital experience - bva bdrc€¦ · digital experience 1 richard smith (bdrc)...
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Enhancing the
digital
experience
1
Richard Smith
(BDRC)
@BDRCContinental
Magda Orpel
(HSBC)
@HSBCUKBusiness
2
The Business Issue
Magda Orpel, HSBC
3
Customer expectations are changing
4
The competitive landscape is changing
5
Improving the business banking experience
6
The business landscape is changing
7
Flexible solutions needed!
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The research solution
Richard Smith, BDRC
What we do…
10
How not to do user testing – in our view
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Digital user testing is fundamentally about people!
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What we do!
Aggressively
prime respondentsForensically
explore context
Build relationships
with respondents
What do we aim to deliver?
• Inductive feedback
• Deductive feedback
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Benefits to the business
Magda Orpel HSBC
Ensuring the voice of the customer is there at every stage of the process
Collaboration Lateral thinkingSolutions customers
will want to use
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