As part of a strategic rethink regarding CRU’s online products and services, we needed to understand what could make them more engaging and how we could maximise membership sales. So we conducted a program of research that focused on:
The outcomes have been transformative for our client. The research work uncovered user needs across the entire customer journey while also revealing how their customers were measuring value. This in turn is currently guiding the prioritisation of the product roadmap and brought a unified and informed view within the organisation. Ultimately, the research effort helped the client to progress their user centred processes, working more closely with their customers to enhance their services.
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