Online communities can help you to put your customers or stakeholders at the very heart of the development process. Our approach enables you to go beyond typical, top-down approaches to experience design. Your development teams can engage directly with end-users to co-create new or enhanced experiences in real-time.
By their very nature, online communities are fluid and organic – there is no one single formula for how they are structured. We apply a unique lens to each engagement and then design the approach to match your objectives and decision-points. A range of innovative tasks are then incorporated into the discussion flow, all designed to spark energy and creativity.
A typical online community engagement might look like this:
- Start with contextual inquiry to learn about your customers’ current behaviour and activities related to the experience idea (e.g. managing a busy family’s financial matters).
- Hold a group discussion among community members to obtain their detailed description of issues and gaps, and prioritize these in terms of their impact.
- Engage the community in brainstorming and crowd-sourcing activities to identify potential solutions to the issues that they have identified.
- Present solution concepts to community members. Refine and test these concepts through discussion boards, trial, image mark-ups and crowdsourcing activities.
You can use the insights gained from an online community discussion to help inform a range of elements that comprise the experience design process, including:
- Customer Journey Mapping
- Service concept design and refinement
- Wireframe and prototype design and revision
- Visual design
Online communities uniquely addresses expectations that your customers and stakeholders have in today’s social environment. We can empower participants to respond from any platform – desktop, laptop, tablet or mobile – which can capture real-time, in situ feedback. We act as independent brokers of research technologies, giving you access to a range of best-of-breed tools, rather than being limited to one proprietary platform.
Drop us a line to see how you can roll up your sleeves and start co-creating experiences with your stakeholders.