Challenge
There is a gap between customer expectation and customer experience due to lack of understanding of the customer journey and implementation capability.
User experience – the key to success
The goal
Today, more than ever, the user's individual experience when interacting with a digital touchpoint is crucial to the success of any digital product or service. Use human-centred design (HCD) as a multiplier for your business success – through our experienced UX managers and the use of certified HCD processes and methods.
Challenge
The changes imply an expectation of digital interaction that often does not keep pace with the experience.
Offering
Success stories
No matter whether a new electricity contract is to be concluded digitally, a medicine ordered or a vehicle maintenance organised: The UX experts at KPS focus on the end user, their needs, expectations and requirements for an intuitive digital solution across all industries. And the customer cases in which user experience takes place with KPS are just as diverse.
Customer centricity
To develop effective and efficient solutions, we find the balance between your business, technology and design. At all times and in every step, we take into account that the needs and experiences of the users – i.e. your customers – are central.
The overarching view with a common interface of business, technology and design results in the right solution that focuses on all the needs and experiences of your users.
Certification
The competence of the UX experts at KPS meets internationally recognised standards at the cutting edge. And demonstrably so! This is proven by various certifications with different focuses, including from the Fraunhofer Institute, the UXQB (International Usability and UX Qualification Board), Scrum.org or the Nielsen Norman Group. This is complemented by our active involvement in trade and professional associations such as the German UPA, where we volunteer in the working groups and on the board.
Contact
With currently 12 heads, at least 24 different focal points in addition to the basic UX expertise and a total of around 100 years of experience in the digital industry, the UX team at the Dortmund location is always happy to assist you with consulting approaches, well-founded method set-ups, workshop formats and innovative ideas and concepts. Let us talk about your users – and multiply your business success!
Contact us
Knowledge
None - at least not in the long term. UX saves costs.
User research ensures that the focus is on the right functions. Mockups and prototypes that you can discuss with stakeholders and evaluate with users in early project phases reveal many errors that you would otherwise only have noticed in the course of implementation - or perhaps not at all. Changes to concepts and designs can be implemented faster and thus more cost-effectively in early phases than later in the implementation or via bug fixes during operation. Depending on the source, costs increase by a factor of 10 to 100. In addition, support costs decrease when an application works intuitively and runs stably.
And there is another aspect: UX optimises workflows and user interfaces, thus users become more efficient and reach their goals faster. Especially with applications that are used by many users many times a day, e.g. in call centres, optimisations of a few seconds per run quickly add up to several hours and days - with corresponding savings.
The KPS Optimisation Framework is the central part of the Optimize track and is based on the experience of numerous optimisation projects over the last ten years. It describes a process for the sustainable development of a product through continuous experimentation and learning and includes roles, templates, best practices and operational methods to identify, implement and monitor optimisation measures.
The basis is your business goals, from which we define UX KPIs as key metrics. We then identify the routes that influence these KPIs ("conversion funnel"). Using quantitative and qualitative methods (e.g. web analysis, heuristic evaluation, usability tests), we find usability problems within these routes and develop hypotheses on how we can eliminate these problems. The hypotheses are confirmed or refuted with A/B or multivariate testing: Are there qualitative findings and quantifiable effects on the defined KPIs? If we identify a winning variant, it is implemented, monitored and the optimisation process starts again. In this way, the KPS Optimisation Framework continuously improves the user experience, resulting in more sales and more satisfied and loyal customers.
In order to continuously improve the user experience of products and services, every company needs suitable measures to evaluate and increase its UX competence. The KPS UX maturity model can support this.
The assessment of the current UX maturity level of your company takes place in a workshop together with the employees who are responsible for the topic of UX (or should be in the future). In this workshop, a target image (a UX vision) is also formulated; in other words, not only the question of where you currently stand is answered, but also what UX maturity you are aiming for in the short, medium or long term. As a result of the workshop, you will receive a detailed list of your strengths and challenges in terms of UX processes, methods and management. From the delta between the actual and the target picture, we jointly derive a UX strategy with concrete measures and accompany you in an advisory capacity and with pleasure actively on your way.
If required, we can coach or train your UX staff or help you with the qualification of personnel.
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