| Our process mentoring ensures that your fundamental development process addresses the most important requirements: the needs of the user. During initial visits, the Nielsen Norman Group identifies and analyzes the systemic issues that reduce user experience in your entire range of products and services. Our assessment provides a unique evaluation of a company's products and services, from the dual examination of cause and effect. The cause is rooted in the company's product process, management style, and corporate culture. The effect is the impact upon users and customers, both actual and potential. Through this dual analysis, NN Group is able to trace the root causes of design deficiencies and provide a sound basis for process improvement. The result of the engagement is a comprehensive review of your competitive stance with respect to the total user experience with your products and services. |
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Method |
We start with an evaluation of your products and services, examines your product process, and talk to product managers and product division management. Then, we interview customers and observe the way they use your product. We evaluate your help lines, both for effectiveness, but more importantly, to see how the products could be redesigned to minimize help calls. Help calls should be positive customer interactions that turn satisfied customers into repeat customers. They should not be complaint lines. Finally, we evaluate the competition, both in terms of product usability and in terms of user satisfaction and experience. Since we are not privy to the competition's internal development processes, we can only assess their outcome, but this is still valuable for product comparison. In contrast to traditional competitive studies, this part of the audit is not based on features checklists or financial nor market share data: rather, it is based on assessing the competition's design and user experience. At the end, Nielsen Norman Group makes whatever recommendations are required to move the products closer to true fulfillment of customer needs, increasing customer satisfaction while reducing complaint and service lines. |
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Who Should Purchase? |
Companies who want to ensure that their product development process is responsive to the needs of their customers and end-users. | |
Schedule |
The full process typically takes 1-2 months. | |
Deliverables |
We provide a written report documenting recommendations that are required to move the products closer to true fulfillment of customer needs, increasing customer satisfaction while reducing complaint and service lines. | |
How to OrderPlease contact Nielsen Norman Group at info@nngroup.com if you would like more information or are interested in this service. |
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How to Order