Good usability ensures that customers focus on your message, not the interaction. From a practical standpoint, it reduces mistakes, which means fewer help- and complaint-related calls and less time spent on costly support.

Market Strategies International helps you optimize user experience because we understand human interaction with computers, automated phone systems and products. Our usability consulting group combines customized testing methods with qualitative research and industry knowledge to help you pinpoint issues that improve how your company interacts with customers.

Challenging Questions

At its core, the purpose of user experience research is to gain an in-depth understanding of how well people can use your website, IVR or product. Our market research analysts help you answer these questions:

• Relevance and Satisfaction

  Are product options and required actions clear and relevant to users? What customer needs and expectations have not been satisfied?

• Reaction

  What are customer and prospect responses to your current features and functionality? Which words resonate best with users so they can find what they need easily? Where and why are your customers confused, frustrated or delighted by your product?

Customized Answers

Market Strategies provides human interaction best practices and cross-sector experience to deliver a best-in-class interface that increases satisfaction, decreases errors and improves brand perception. Our custom methodologies include:

• Website Evaluation

  To accelerate the design process, fix flaws early in development, identify wording and navigation problems, decrease technical support requests, benchmark your web marketing strategy and track customer satisfaction.

• IVR Evaluation

  To drive calls away from your phone system and toward the web, increase self-service utilization rates, reduce average handling time and minimize errors and misdirected transactions.

• Product Evaluation

  To assess how your product stacks up against the competition so you have the market intelligence needed to guide development and effective messaging.

Ultimately, understanding how your customers think and knowing what they need are the only ways to be sure they'll embrace your website, phone system and product. When you consider that customers' growing intolerance of ill-designed interfaces forges a straight path to the competition, the decision to conduct user experience market research becomes crystal clear.