Understanding the needs of users and customers
We have over twenty years' experience of analysing needs, using
interviews, focus groups
and
surveys. Needs
analysis is an essential foundation for:
- developing a web site or intranet that will meet the needs of
intended users
- ensuring that services and products meet customer needs
Right people, right approach
First we must identify who the site or product is aimed at, and characterise the different types of users and customers.
We can then decide the most appropriate approach (survey, interview,
focus groups etc) and the size and composition of the sample.
Then we can create a suitable protocol to elicit what needs
matter most to those people, in relation to the particular site, service or product; for example:
- what things they would like to do using it (what is
essential, what is nice-to-have)
- what qualities particularly matter (ease, speed,
convenience, accuracy, security, etc)
- how they would like to feel about the site/service/product
- how they do it at present, what they like about that, and
what it would take to get them to use a new site/service/product
Achievable outcomes
Most needs analysis work is not 'blue sky', but is conducted
with a view to identifying things that can be economically
implemented. Sessions may typically start with a question like
'in an ideal world, what would you like to be able to do...',
then progressively home in on things that are high priority and
achievable. Hence the moderator must have an appropriate
understanding of the constraints, to be able to maximise the
value from sessions.
Our needs analysis services
We can advise on how to analyse user needs for your project,
covering any aspect of approach, conduct and analysis. We can
support organisations in conducting the needs analysis, or undertake
the whole process ourselves, to agreed specification, with whatever
level of stakeholder involvement the client may require.
Find out more
To discuss what you want to achieve and how we
may be able to help, please email
Miles Macleod
or telephone Miles on +44 (0)1932 844449 (UK business hours)
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