DIGITAL MARKETING AND RESEARCH SERVICES

LDS.ORG FEEDBACK UPDATE 2015Overview and Highlights

James ValentineManager, Conversion Rate Optimization

A/B and MVT Testing Recommendations

Personalization tools LeanUX methodology

Voice-of-Customer (Feedback)

Digital Marketing and Research Services Group

Background

New Form and Features

Roadmap

Accessible via the global footer.

Allegiance

Response Team

Product Management

User

OBSERVATIONS

Manual process to deliver and derive insight from feedback.

User had task to map feedback to relevant department.

User given a carte blanche without much guidance.

Background

New Form and Features

Roadmap

Improve data collected.GOALS

Create integration with Analytics.

Prepare for future enhancements.

Improve user experience.

User Allegiance Response Team

AnalyticsProduct

Management

Background

New Form and Features

Roadmap

CASE MANAGEMENT

VOICE

Updated Global Form

Analytics Beta

Case Management Beta

Case Management Design/Onboarding

Case Management Mobile App

Feedback Dashboarding/Alerts

Q2 Q3 Q4

Global Form 1.2 (REST API)

Expanded languages

Hosted Form Design

2016…

Retire Voice

THANK YOU

James Valentine

R—— M————

Questions about data collection/program design

Feedback response and reporting