Optimal user experience for Memoriam Platform
KWF
- Article
- Customer Experience
- Research
KWF is a Dutch charity dedicated to fighting cancer. The organisation was working on the development of a Memoriam Platform. This is a new initiative to create personalised memorial pages for the deceased. On these pages, donations can be made to KWF.
KWF enlisted the help of our Customer Experience Specialists and Researchers to support the setup of the platform and its testing and optimisation.
Approach
We scheduled user tests and created a customer journey to identify pain points. This enabled us to optimise the user experience and identify areas of concern.
For the user tests, we utilised a user testing platform. Here, we prepared the usability tests and scheduled time slots with external participants. Subsequently, we hosted the sessions and guided the participants through the tasks. The participants carried out the following tasks:
- Task 1: Create an account
- Task 2: Create a page
- Task 3: Add content
- Task 4: Post a message
During the sessions, we closely observed the participants and took note of our observations. Additionally, we recorded the sessions and asked the participants to vocalise their thoughts throughout the entire process (according to the think-aloud principle). This provided us with insights into pain points and optimisation opportunities.
After the sessions, we analysed the recordings and the notes taken. We then utilised these insights to create a customer journey map. We categorised the steps involved in the aforementioned four tasks. For each step, we divided the findings into: actions, thoughts, irritations/problems, and opportunities/solutions. We also considered the frequency of the findings.
Based on all the insights, we compiled a prioritisation list. We categorised the solutions and opportunities into 'high priority,' 'medium priority,' and 'low priority.'
Result
We immediately shared the high-priority items with the developers of the KWF Memoriam Platform so that they could address and resolve them. Subsequently, we scheduled a session with the stakeholders of KWF. During this session, we reviewed the entire customer journey and discussed the main challenges and opportunities.
Thanks to the user tests and the optimisation process, the KWF Memoriam Platform has significantly improved. By listening to the needs and feedback of the users, we have ensured a better experience when creating a memorial page.
Want to know more?
Stefan will be happy to talk to you about what we can do for you and your organisation as a data partner.
Business Manager+31(0)20 308 43 90+31(0)6 33 65 99 17stefan.put@digital-power.com
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