Discover Top Posts Tagged with #focus-group

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Tracking is not a dirty word. Understand customers through their actions.

So much emphasis is placed on tracking visitors to websites for advertising purposes that the words 'tracking' and 'cookie' has almost become synonymous with evil ad-spyware stealing your privacy and anonymity on the web. And that's not to say that there aren't some pretty aggressive organizations out there trying to know your every online move. Sometimes though, tracking visitors to a website, or even within a logged-in web app can really add value to their experience. No, really.

The thing is that using focus-groups to understand what a general audience of people likes about your product or service is just plain expensive, and sits squarely in the realm of multinational corporate brands who are pushing millions of units of packaged food gloop to overworked parents. On the web, we can get more information from more people, more cost effectively and more accurately. We are watching the wildlife in its native habitat, rather than dragging some focus-group animals into a zoo to be laughed at by a bunch of children. Tracking users on the web allows us to learn about mass behaviors, completely anonymously for the end user, and still improve our service. And the honesty of people voting with their mouse or finger tap is far higher than calling them up and asking them about their opinion.

Sometimes though, anonymous tracking doesn't offer everything we need. It can lead us to segment our audience and only focus on the largest percentage of actions performed (see a related story by Christopher Penn on A/B testing of email & websites). And the other problem is that it is always based on how fast we can update our service based on historical information.

By tracking the actions of customers in real time, we can start to offer them the information and services they want more rapidly, with fewer clicks and less frustration. What this means is that we aren't just enforcing a single path through our customer service process, we allow them to skip a step here and there, or do everything in reverse if their real-time activity indicates that is the right thing to do. The outcome for a company may be the same, but for the individual customer the experience can be hugely better.

Now, this sounds like nirvana. But it ain't easy. It requires a lot of data, some smart decisions, some actively flexible business rules, and a recognition that some customers just don't want to feel like they are being watched.

Do you despise the thought of being tracked on a company's website? Does your company use tracking data to make customer experience better? Let me know.

#tracking #customers #focus-group #customer service

Smashed by data

Last week was very busy, but extremely productive. My head is full of fresh experiences, and a LOT of data which I am trying to let sink in. I am consciously making an effort not to get bogged down with details at the moment, and keep a fairly high level eye on everything. Here is a short account on what I have been through the last week, adding some thoughts along the way.

Interviews Last week I finished all the planned interviews, managing to speak to 8 students. Luckily I had access to a diverse crowd and the amount of things I managed to uncover is pretty good. My approach here was to have semi-structured discussions, meaning the conversation touched on a number of base topics such as Discovery, Organisation, Actions, Daily life, Technology, Emotions and Social interactions, but was not pre-scripted allowing to organically explore the topics with the participants. Each interview was recorded, so that I will be able to spend more time making notes of them during the analysis phase of the project, and allowing me to spend only a little time after each interview gathering my thoughts and impressions.

The first things which struck me as I went ahead with the interviews is that students are extremely helpful and accommodating when they see how a piece of research can impact their daily life. For me this yet again proves that the student community is more than willing to engage with activities like this, we just simply don't tend to take advantage of this incredible resource often enough. However I made a mistake when planning the project: the amount of time needed to organise the interviews and the physical location of the interviews meant that my library observation had to be constantly interrupted. I vastly underestimated the lead in and out time around the interviews and the amount of time needed just to maintain email correspondence with students. Next time I know that these two activities can not be done in parallel.

Focus group Last Thursday (Dec 1) we held a 2 hour long focus group with 5 students. I had 7 students signed up, but 2 had to drop out due to university commitments. Again this proved to be an excellent way of finding out more about experiences, desires and values. The first part of the focus group was spent on moderated discussion around the base topics mentioned above. Then we split into 2 groups and embarked on a mission to construct a robot and fairy which would serve in a library. The activity was really fun, and the general feedback was very positive. We concluded the session with a short discussion on technology and the students sent messages in a bottle for future students on reading. For this activity I asked my colleague Anne-Sophie to help me out with note taking. She used the wall of the room to take notes on post-it notes and organise them in real-time according to the base topics, and differentiating between who said what. We ended up with an almost full wall (5m) of organised notes, and the standard voice recording of the whole session.

Hangouts On Friday I had my first "hangout" session with a Philosophy/Psychology student at the Trinity library. This was one of the most "data rich" experiences in the project so far, the amount of detail you can capture just spending informal time with a student is astonishing. She gave me a tour of the library and then she went on to do what she would normally do in the library, with me shadowing her in the background and peeking over her shoulder to her screen. During the session she was very helpful and offered clear explanations on why she is doing certain activities. Definitely one of the highlights so far, and one of the best use of the £30 Amazon vouchers so far.

Library observation Besides all the above, I worked at the English Faculty Library when I had time, and observed what's going on. This was quite fragmented, but still managed to make quite a bit of notes and now I can see some patterns/regulars which wouldn't have seen otherwise. As I said earlier, next time I will not plan observation and other major activities on the same week as it is impossible to do them well, however I was somewhat forced considering how close the end of term is (was).

This week I will continue with hangouts, and gradually switch over to focusing more on visiting more libraries and doing more observations. At some point I will also need to start thinking about the things I learnt and start to construct an online validation survey for my assumptions. Luckily there are still students here and the library is still not empty...

#data #interviews #focus-group #hangouts