In-depth interviews

Deliverables from in-depth interviews

The outputs from user interviews form the foundation of your customer experience strategy and digital touchpoint designs. Our consultants are highly experienced at user interviews (we've interviewed 1000s of people over the years) so results are always extremely insightful and accurate. User interviews provide:

• A granular level of detail into your customers' goals, needs, behaviours & motivations to develop optimised digital platforms
• A better understanding of your customers for your key stakeholders
• The basis for creating personas and a digital strategy for any - or all - of your digital platforms
• Ideas for content and functionality to achieve your business goals

After the in-depth interviews, we'll have a full understanding of your customers' precise needs and goals. We can then help you develop a comprehensive strategy for your digital platforms.

Success stories

Our work consistently helps our clients meet and exceed their targets. Some of our success stories include:

• 36% increase in made-to-order online revenues for Laura Ashley
• 50% reduction in mobile homepage drop-offs for Macmillan Cancer Support
• 44% conversion improvement and a 168% uplift in leads for Propertywide
• 80% increase in hotel 'look-to-book' conversions for Thomson

Our methodology

1. First, we work very closely with you to thoroughly plan for the in-depth interviews. We'll precisely define the research objectives and who we're going to recruit.
2. Next we recruit participants typical of your target audiences. We work with specialist recruiters that can find us any type of person, no matter how obscure your target market is.
3. We conduct in-depth interviews with your audience groups to fully understand their current behaviour, needs and existing problems.
4. Interviews may be carried out in situ at users' home or work, in a contextual enquiry format. This can be a very powerful user research technique as we can observe users carrying out tasks in their natural environment.
5. Finally, we'll analyse all of the results to deliver robust recommendations and a full strategy. Our recommendations are fully based around solving your customers' problems and fulfilling their needs, as well as achieving your business objectives.

The big picture

In-depth interviews are a fundamental aspect of any user research programme and deliver a fantastic level of detail to shape your customer experience strategy and guide the user experience design for all your digital platforms.

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