Enhancing the

digital

experience

1

Richard Smith

(BDRC)

@BDRCContinental

Magda Orpel

(HSBC)

@HSBCUKBusiness

2

The Business Issue

Magda Orpel, HSBC

3

Customer expectations are changing

4

The competitive landscape is changing

5

Improving the business banking experience

6

The business landscape is changing

7

Flexible solutions needed!

8

9

The research solution

Richard Smith, BDRC

What we do…

10

How not to do user testing – in our view

11

Digital user testing is fundamentally about people!

12

What we do!

Aggressively

prime respondentsForensically

explore context

Build relationships

with respondents

What do we aim to deliver?

• Inductive feedback

• Deductive feedback

15

Benefits to the business

Magda Orpel HSBC

Ensuring the voice of the customer is there at every stage of the process

Collaboration Lateral thinkingSolutions customers

will want to use

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