Experience optimisation

Are you struggling with falling conversion rates? Are your competitors gaining ground or overtaking your digital efforts? Is your digital experience really resonating with your audience?

As the saying goes, 'Rome wasn’t built in a day'. Likewise, providing your customers with exceptional digital experiences takes time, effort and constant attention. Businesses that truly focus on and respond to changing customer needs by adapting and evolving their offering are the clear winners in today’s digital world. 

Having built your digital product, standing still in a rapidly changing marketplace is simply not an option.

Inviqa’s approach is to relentlessly focus on improving the experience your customers have, month in, month out.
 

Inviqa's Nicholas Weber
Nicholas Weber, Business Consultancy Director

Email: getintouch@inviqa.com | Phone: +44 (0)20 3882 8924

Analytics on tablet

Understanding the metrics to measure

The first step in Experience Optimisation is to identify the metrics that matter most to your business and customers.

These typically consist of site speed and capacity, customer value, growth of customer base and other engagement metrics which we measure and use to inform improvement opportunities.

In addition to our standard measurement framework, we’ll also consider specific metrics that reflect the ideal customer experience for each individual client.

Once these are established, we’ll build a dashboard and from this foundation, we can:

  • Understand the current state of play and business aspirations
  • Benchmark your business and identify what matters
  • Plan short, medium and longer term initiatives
  • Help you pivot in line with evolving customer needs

Using these metrics to constantly measure performance, we can quickly identify what needs to be done to optimise the customer experience. 

The framework

Our experience optimisation service is based on a framework that has proven to be highly successful for 13+ years and has delivered significant ROI’s for industry leaders and global brands. The framework itself covers three central areas of optimisation for digital products and services: customer experience, operational efficiency, and digital performance.

Venn diagram showing digital optimisation at the intersection of customer experience, digital performance and operational efficiency

Tools & methods

We use a variety of tools and methods to implement ongoing improvements. Our approach is fundamentally dictated by the unique needs of your business, but typically uses techniques such as:

  • Conversion optimisation
  • Audits: UX, performance, and accessibility
  • Testing: A/B and heuristics
  • User research
  • On page signals/SEO foundations
  • Targetted paid traffic methods
  • User segmentation
  • Personalisation strategies
  • GA configuration, management, and reporting 
  • Business process improvements
  • Platform upgrades
  • Introducing third party technology to enhance experience where appropriate
  • Devops maintenance and enhancements
  • Using monthly progress reporting, quarterly planning sessions, and strategic reviews
Analytics diagram on a tablet

Hitting experience optimisation goals

We are focused on achieving a set of specific, predetermined outcomes for each of our clients that use the experience optimisation service. This includes providing:

  • A holistic and scientific understanding of your customers’ needs and how they are changing 
  • A roadmap for implementing both short and long-term digital initiatives that will resolve digital gaps and problems, serve customer needs and deliver commercial success 
  • A clear presentation and explanation of the priorities that need to be addressed for experience optimisation to ensure customer satisfaction and maximum ROI
  • A detailed and data-driven solution for optimising your conversion rates
  • If necessary, identifying blind spots in your organisation's use of user feedback tools and presenting solutions to rectify those issues

Clients we've helped to thrive

Explore our case studies

Our integrated approach

Here at Inviqa we offer a blended service offering based on the individual needs of our clients. So while we've grouped our capabilities into four central streams, our work is always led by your goals, and delivered by integrated teams of strategists, designers, technologists, and more.

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Strategise

Understand the driving forces behind your products. Clarify the outcomes you want for you and your customers. Define a plan to get you there.

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Design

Test hypotheses. Discover what your customers want. Understand how to meet their changing needs using principled product thinking.

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Develop

Test, learn, and deliver value frequently using modern delivery methods – and scalable platforms and architectures.

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Optimise

Continually evolve your digital products, processes, and systems to ensure they keep working for you and your customers.

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