A bridge between two worlds: Where qual and quant meet
In a combined presentation with Telstra, we put a unique, fresh and evidence-based approach to the often-controversial topic – qual or quant? We will definitively demonstrate how linking quantitative with qualitative techniques can significantly improve the ability to understand customers – and consequently design services to meet these needs, improve experiences, and ultimately measure success.
Leveraging business intelligence with service design frameworks
Most companies collect a large amount of data in the form of customer feedback, but due to the structure and size it is often underutilised. Let us show you how we created a service framework using this information for Telstra – one that tests the end-to-end customer experience by aligning both quantitative and qualitative research, the best of both worlds! See the techniques we applied, as well as how the framework for Telstra’s products and services relates to service design and testing.
End benefits of integrating quantitative and qualitative research more effectively
This service framework has provided a better, more holistic service experience for customers. The feedback from our qualitative counterparts has been amazing; it has revolutionised the way they do UX and CX research. Not only do they use it as a tool to understand existing service environments, they can now prioritise findings on key user and customer experiences that have the biggest impact in driving changes and improvements.
Instead of just relying on a small sample of information to make a conclusion about a market or experience, researchers now have the added value of quantitative information to gain further credibility with stakeholders – and ultimately drive better business outcomes.
We hope that after listening to our presentation, you will be able to take away what we have learned, and what strategies we recommend, to maximise outcomes for your business too.
