USER EXPERIENCE

Driving consistent customer experience through a variety of sales and service channels is a huge challenge for many companies. Are you trying to bridge the experience gap between in-person and electronic channels? Are your customer-facing employees equipped with as much information as your internet-savvy shopper? Are your call centre CSRs able to drive revenues through appropriate product add-on suggestions?

T4G can take your company to the “Next Generation of Customer Care” because we understand the complexities in “connecting all the dots.” From assessments and strategy to building the necessary technology bridges, T4G can help you reach the highest levels of customer satisfaction.

 
  • Who? What? When? Where? Why? How?

    A good news story answers these questions; so should a good online strategy. And like journalism, it's necessary to do some investigating to get the real scoop.

    The purpose of research and planning is to develop a strategy that will achieve not only your company's objectives, but objectives of the user as well. T4G believes that by taking a user-centric approach, we can meet the audience's expectations and your business goals. Our process includes asking:

    • Who is your user; what are their characteristics and information needs?
    • What are your online objectives and your users' online objectives?
    • Why are you not currently meeting these objectives?
    • Where do you fit in with the competitive marketplace?
    • When do you put your strategy into place?
    • How do you integrate your online strategy with larger business plans and activities?

    These questions provide a comprehensive understanding of your users' online expectations and desires allowing your company to deliver the required content and functionality that will appeal to your target and provide results.

    Conducting research and analysis ensures that the voice of the user is a key element in any online project. Knowing what the user requires is the critical signpost that will guide further development of your project.

  • Usability testing is becoming widely recognized as an integral part of all website and web application design projects as more and more users turn away from sites that are difficult to navigate and hard to use. With testing, any roadblocks users may encounter are identified early on and resolved quickly. This provides a significant cost-savings when compared to the time and resources one would have to spend to fix the problems after the website or application has been launched.

    Other benefits of usability testing include:

    • Increased user productivity
    • Increased pre-sales and lead generation
    • Growth in online revenues
    • Superior customer satisfaction
    • Reduction in development time and costs

    With expertise in a number of areas of usability testing, the T4G team can discover potential issues even before one line of code is written. Our methods include developing qualitative test plans, conducting 1-on-1 testing with selected end users, completing task-based research and generating comprehensive usability reports. And all this can be done quickly and inexpensively.

  • Thinking about how your website will look? Stop!

    Consider this: would you build a house without a blueprint? Then why create a website, portal or any browser-based application without a plan? Your audience goes online with a task in mind and your goal should be to provide them with a quick, intuitive web-based experience.

    At T4G, focusing on the intended user and their needs is the cornerstone of our design approach. For all our interface design projects, we create a specific strategy for each client and follow a proven process that results in a well architected and easy-to-navigate site or application.

    The Foundation

    It starts by taking what we've learned about a client's requirements, plus the user's needs and expectations, and building an Information Architecture. This is the foundation of any successful website as it is a road map of the site's information and shows how a user may move through the site.

    The next step is to create skeleton pages or Wireframes; these indicate unique page templates as well as identify the basic elements that will appear on each page such as navigation, content and functional notes. Only once these elements have been tested and approved, does the creative design phase - translating the brand into the digital medium-begin.

    The Look

    Yes, the part everyone is waiting for-how will the interface look? In order to deliver a memorable user experience, the creative must reflect the client's brand and its qualities, as well as match existing online and offline collateral. Our design team takes this information and the research from the architecture, usability and technology to bring the user experience to life. This process ensures that the client receives a user interface design that makes users feel comfortable, in control and that they've accomplished their online tasks. This is integral to achieving a successful user and brand experience.

  • T4G offers a complete, turnkey e-marketing portfolio that can implement marketing campaigns in weeks, not months. We gather customer information through surveys and contests to provide marketing analytics on specific customer preferences, which in turn can be used to create targeted campaigns through e-mails, newsletters, personalized web pages and/or coupons.

    Our e-marketing portfolio contains:

    • Permission-based Database Marketing
    • Contests
    • Surveys
    • E-Newsletters
    • Personalized Web Pages
    • Electronic Coupons
    • Creative Services
    • Analytics
    • Event/Loyalty Program Registration

 

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