User Research
Carry out interviews, surveys and tests with users to gather information that will help guide and possibly evolve the design.
Also known as the customer journey, it represents all the interactions a potential or existing customer has with a company, from the first awareness of a need right through to the purchase stage and beyond.
Customer journey analysis is a strategic approach to understanding the needs, expectations and behaviors of customers throughout their experience with a brand.
This user journey, also known as the customer journey, is based on several key elements essential to understanding and optimizing the customer experience.
he potential customer becomes aware of a need or a problem that they wish to solve.
The potential customer seeks out information and evaluates the options available to meet their needs.
After evaluating the various options, the customer makes the decision to buy a product or service, either online or in-store.
The customer enters the customer experience phase, during which they interact with the product or service, as well as with customer support.
The aim is to build long-term customer loyalty and encourage ongoing loyalty towards the brand.
It is therefore essential to understand and optimize each stage of the customer journey, in order to deliver a consistent and satisfying customer experience at every interaction. The goal is also to be present on the right channel, at the right time, with the right message.
The user journey, or customer journey, is not linear, but rather cyclical. Customers may return at different stages, for example when they need to repurchase a product, or when they're looking for recommendations for other similar needs.
Carry out interviews, surveys and tests with users to gather information that will help guide and possibly evolve the design.
Carefully consider the organization, structure, and hierarchy of content and features to facilitate navigation.
Create a clear, attractive, and accessible interface: colors, typography, layout, icons, and graphic elements.
Make interactions intuitive, smooth, and predictable to reduce friction, errors, and obstacles in navigation.
Ensure a user-friendly and easy-to-use interface, that is also accessible for people with disabilities.
Adopt a holistic approach, taking into account aesthetic, functional and psychological aspects of design.
Together, we identify your various customer segments, whether they are current or target. We base this on the interactions they have already had with your company.
To precisely understand their expectations, needs, preferences, and barriers, we create their personas, which we associate with their demographic characteristics.
We visualize the different stages that customers go through when they interact with your company, from awareness to purchase and beyond.
These interactions, also known as key touchpoints, can occur following
How to Create a Customer Journey Map?
We use analysis tools to collect data that can be used to:
All this information enables us to create an optimal user journey, with the aim of converting and retaining potential customers.
Once we have acquired knowledge of our targets' profile and behavior, we can begin to focus on customizing the way we interact with customers at every stage of their journey.
In this respect, we strive to:
Adapted messages and responses based on the customers needs.
Focus on mobile commerce
Every customer is different, as is every path that leads them to your business. With tracking, we can identify the most relevant communication channels to use according to your target audience at each stage of the customer journey.
Aim to deliver a seamless, enjoyable experience across all channels, whether that's website, social media, email, mobile apps, etc.
The concept of the customer journey spans from the initial stages of research to the loyalty phase. This means that your customer will have been in direct or indirect contact with several of your internal departments, be they digital, media or non-media.
Implementing a strategy focused on the customer journey therefore requires close collaboration between the following teams:
The aim is to design harmonious communications, both in terms of content and form, in order to offer a fluid and coherent customer experience at every point of contact.
This involves designing aligned communication, both in terms of content and form, to offer a smooth, consistant and coherant customer experience at every touchpoint.
Together, we define the key performance indicators (KPIs) that will enable us to evaluate the results of each phase. In this way, we can measure the impact of each optimization made at the different conversion stages of the user journey.
By regularly analyzing results, we quickly identify improvement opportunities and make the necessary adjustments to offer an effective customer journey. The aim of this strategy is, of course, conversion, but also to build long-term relationships by focusing on the satisfaction and loyalty of our acquired customers.
With 15 years' experience in the digital field, we fully understand the challenges of designing an effective sales funnel that converts.
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