User Experience and Customer Experience

The digital universe has matured at lightspeed over the past decade. In fact, it’s no longer acceptable to be online or to have an unprofessional e-commerce storefront; having a simple online presence is as obsolete — and irrelevant — as an abacus.

To succeed in today’s digital environment, companies must consider their users and their customers. Rebel’s User Experience services help our customers develop digital interfaces and end-to-end, omni-channel marketing strategies that meet the customer where they already are.

We take into account your user’s goals and needs, because allowing your own objectives to drive user experience and customer experience won’t succeed unless you do the following: use your customer’s objectives and environment to inform the design of your systems.

From the outset, developing a system with an appropriate degree of user experience or customer experience strategy can appear more complicated than a simple web launch. The good news? Long term return on that investment is high; your company will meet or exceed the peer-set quality bar, which immediately elevates your brand.

Additionally, your digital strategies and tactics will be more successful because they are based on real-world users with real-world goals and needs. That’s when marketing successfully finds its mark more often, especially if we engage in an ongoing test and learn cycles because will gain a broad set of invaluable learnings about your customer.

Rebel’s user- and customer-centered process is comprised of four key components, which are more or less involved and complex depending on the project:

Research: We develop fast, inexpensive prototypes for early testing and user experience strategy, including:

  • Stakeholder interviews
  • User interviews
  • User personas
  • Touchpoint and journey mapping
  • Paper prototyping

Analysis and Strategy:  Applying learnings developed in the research phase, we document findings, develop recommendations, and build out necessary plans, including:

  • Top-level project recommendations
  • Use cases
  • Project planning
  • Information architecture
  • Business analysis

User Experience Design: Design and implementation of the user experience can involve various individual tasks and segments, which might include:

  • Content mapping
  • Rapid prototyping
  • Wireframes
  • Concept design
  • Interaction design
  • Establishing KPIs

Ongoing Optimization and Functional Enhancements: Our process helps us arrive at the best possible initial product, but that product is usually a dynamic, living thing. Whether we are developing further functionality that will enhance an MVP, creating marketing and lead generation campaigns to drive traffic, or building complementary products such as apps and services, we will not abandon the user experience once it is built.

We employ myriad tools to ensure we optimize and enhance in an ongoing fashion, including:

  • Reporting and analytics
  • Heat mapping
  • Ongoing usability testing
  • Customer surveys
  • Focus groups and outreach

There’s no better way to increase your bottom line than to continuously delight core customers. From helping your company design a new user experience to overhauling an existing one to meet both strategic and financial obligations, Rebel strives to keep your brand above — and beyond — your competition.