Here’s why projekt202 is the top choice for companies that need to improve their customer and employee experiences
projekt202 has a unique, established methodology for understanding people in context — we reveal unmet needs — which drives everything we do. This leads to a crisp, clear understanding of the customer, shaping the design and development of new solutions and experiences.
With over 15 years perfecting our approach, we have the experience, teams, skills and scale to deliver sophisticated software solutions that improve any and all touchpoints across the user journey and meet today's digital transformation challenges.
This short video — narrated by projekt202 CEO David Lancashire — illustrates why projekt202 is the top choice for the world’s most successful companies when it comes to improving customer and employee experiences.
A transcript of the video follows.
Today, as companies look to transform their businesses, many are searching for the right way to go about accomplishing this goal.
Now, improving customer and employee experiences has become the best way to stand out from the competition. Clearly, many of the experiences being delivered today don’t always work that well for the customers and employees that are forced to use them.
At projekt202, we've been fortunate to realize early on that when we design and develop software, what we're delivering is an experience for someone – a real person.
The problem is that, as humans, we are all different. We shop differently – we work differently – we eat differently – we even relax differently.
So, the question is – How do we gain or build an understanding of these differences so that we can design and develop more enjoyable experiences for everyone?
It's clear that in today's modern world, companies have different levels of understanding of their customers. Think of the basic level of understanding as you would this stick figure. As we gain insight, we're gaining more clarity and understanding of this customer. As we spend more time in that person's shoes, we're able to move closer and closer to a high-definition, three-dimensional picture of this individual.
It stands to reason, then, that if we have more insight, our design and development teams can ideate and create far better experiences. So, how do we do this exactly?
First, we need to observe your customers in the context of their moments of experience with your company. We're able to gather a wide variety of insights and data points by using a talented and highly skilled team of experience researchers who are trained in behavioral science. These researchers go out and gather information based on direct observations in the field. They then often ask intelligent, thoughtful questions to understand what's genuinely going on with your customers and users. We're able to really capture the full scope of their unmet needs, motivations, and even their emotional states.
As we start to analyze all the information we've gathered through this work in the field, we start to see like-minded groups of people emerge that are reacting and responding in similar ways. From these sub-groupings emerge what we call “experience-based personas” – real representations of real people.
Now that we've established that there are different types of people represented in your customer base or target market, we can start to really understand the experiences that these different personas are having, at different moments in their day or their journey as they interact with your business.
Armed with this information about the experience enhancements by persona at these different moments in the journey, we're now in a position to provide our design team with guidance on where to focus their ideation time. A key to the success of this phase is the co-location and collaboration of researchers, designers and developers working together as a cohesive team.
So now that we have a repeatable, trustworthy, programmatic way to define what gets designed and developed for a specific experience or a specific moment, we can really start to look at your business as a whole.
We might be focusing on growing revenue in a particular line of business, or defending a market that might be open to disruption, or helping your fastest-growing new line of business to thrive.
For a business that truly wants to transform, how do we decide what to focus on first?
Well, a large business is made up of a series of experiences for their customers and employees. So when you think about experience-driven transformation – what many are calling digital transformation – it's about improving a whole series of these experiences company-wide.
As you look at growing and driving your business forward to the next level, remember this: the key to this transformation is determined by what kind of experiences you're truly delivering to your customers.
All the very best from the team here at projekt202.
Published Oct. 11, 2018
projekt202 is the leader in experience-driven software strategy, design and development. We have a unique and established methodology for understanding people in context — we reveal unmet needs — which drives everything we do. This leads to a crisp, clear understanding of the customer, which shapes the design and development of new solutions and experiences. We have the expertise, teams, skills and scale to deliver sophisticated software solutions that improve any and all touchpoints across the user journey.
projekt202 has spent over 15 years bringing to life and to market compelling experiences through our Experience Strategy & Insight, User Experience, Software Development, Marketing & Analytics, and Program Management practices. Our talented team has delivered emotionally-rich and intuitive solutions for global brands and clients such as 7-Eleven, Allstate, Canon, Capital One, Dell, McKesson, Mercedes-Benz Financial Services, Neiman Marcus, Samsung Electronics, Subway and The Container Store, among many others.