User interviews
For an analysis of your brand and your projects, it is essential to give your users a voice. To this end, UX Kaliop agency conducts telephone interviews with your end customers to get their feedback on your devices.
User interviews
Why Understand the external feel of your brand
How Call customers and non-customers of your brand
What Define a UX improvement strategy
Why perform user interviews?
Giving your end customers a voice
When building or improving a digital device, it is paramount to put your end customer at the centre of the project. This helps to ensure that the project will be adhered to, and to make the right choices in the user journey very early in your project.
User interviews by phone is a method rich in insights because it is not a closed-choice question, but a genuine exchange that our UX designers conduct with your end customers. From the first question, the exchanges then follow the course of the conversation and allow you to have very open feedback on issues such as brand positioning and pricing policy, but also strong and weak points felt by your customers.
How to perform user interviews?
A proven e-commerce methodology for our large account customers
The UX Kaliop agency proceeds in 6 steps for a telephone interview strategy:
- Work with you to define the themes and questions to be addressed during the interviews.
- Determine with you the customer sampling required for these exchanges.
- We contact your customers to find out their interest and availability for a telephone interview.
- We then conduct these interviews remotely, which last 20 to 40 minutes on average.
- They are guided by the list drawn up with you while maintaining certain freedom of exchange.
- These interviews are recorded if the client agrees.
- We will provide you with a written record of the discussions, including the oral interviews, as well as our recommendations.
We can also keep the contact credentials of interested customers to participate in the UX design more in-depth, through user tests on graphical mock-ups or feedback during production.
Chomette Case Study
For this leader in B2B tableware, we called 10 end customers
Here, for example, is a telephone customer feedback conducted for the Chomette brand, which is aimed at caterers.
“Hello, we are currently conducting a survey for Chomette in order to better meet your needs when you order online on the site, would you have a few minutes to give us?
What are the strong points of the Chomette site?
- You can find everything, and the negotiated prices directly displayed when I’m connected are very convenient.
- Several typologies of brands/products by search
What are the weak points of the Chomette site?
– The search engine is too slow, and does not show many results!
Some products are hard to find: When I look for decorated coffee cups, for example, I don’t get any results!”
This feedback on the use of the search engine is very interesting and should be correlated with the heat maps we had established.
As part of the new project with Chomette, we have prioritised the implementation of a high-performance search engine.
To go further
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