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Enhancing the
digital
experience
1
Richard Smith
(BDRC)
@BDRCContinental
Magda Orpel
(HSBC)
@HSBCUKBusiness
2
The Business Issue
Magda Orpel, HSBC
3
Customer expectations are changing
4
The competitive landscape is changing
5
Improving the business banking experience
6
The business landscape is changing
7
Flexible solutions needed!
8
9
The research solution
Richard Smith, BDRC
What we do…
10
How not to do user testing – in our view
11
Digital user testing is fundamentally about people!
12
What we do!
Aggressively
prime respondentsForensically
explore context
Build relationships
with respondents
What do we aim to deliver?
• Inductive feedback
• Deductive feedback
15
Benefits to the business
Magda Orpel HSBC
Ensuring the voice of the customer is there at every stage of the process
Collaboration Lateral thinkingSolutions customers
will want to use
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17
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