Customer Experience

Satisfying the online goals of your customers is the key to achieving your business objectives.

A poor understanding of customers, their context and their goals is the downfall of most websites.

Bienalto combines the science of studying online customer behaviour with the art of information architecture to help you achieve your online objectives.

We take a holistic view of your site’s information architecture (IA), and the language and interaction design of each page on your site, to ensure that you reach your audience and the site fulfils its purpose.

Customer and user experience design services we provide:

• Information architecture
• Expert evaluation
• Competitive research and benchmarking

Information Architecture

Decide how your customers can explore and interact with your site before spending money on design and code.

Thinking through the structure of your site before you start on visual design will save you time and money, and will bring you closer to giving your customers an experience they value.

Direction for the information architecture is provided by your strategic business vision combined with quantitative insights, customer research and competitive research. The optimal information architecture for your site is evolved from the intersection of customer online goals and behaviours, and business value.

Bienalto’s Information Architecture Methodology

Quantitative insights gathered through web analytics can tell us a lot about how your customers are currently using your site, where it’s succeeding and where it’s failing. From this analysis we can develop an information architecture that works to your sites strengths, and removes your site’s weaknesses.

Our information architecture work thoroughly addresses every aspect of your site including interaction design, content organisation, labelling, information design and navigation design.

We can also help you develop your site strategy and site content.

Expert Evaluation

Right away there are some simple things we can share with you that will help you improve the user experience design of your website.

In most instances, the problems on your website are fairly obvious to you and your customers alike. Count yourself fortunate if your customers tell you about the problems – they’re already helping you to make a better site. 

But what if they’re not telling you – and they simply go to one of your competitors instead?

You may already know where your site is succeeding and failing, and an expert evaluation can help you delve deeper. Or you have a new product offering and you want to know the best way to present this to customers. Often you’re operating in a vacuum and it’s hard to get perspective on your site’s performance. We can help with an expert evaluation of your site.

We give your site a thorough review, including information architecture, user experience design, content, brand proposition, product offering, usability and search engine essentials.  We step into your customers’ shoes, and walk through the site taking screenshots and making notes as we go about what works and what doesn’t.

We identify points of failure, explain and rate them, and outline steps to remediate them.

Competitive Research and Benchmarking

Knowledge is a powerful thing. By ranking your website against your competitors’ sites, you gain valuable knowledge which may help you win business over your competition.

Bienalto has developed a competitive benchmarking tool called Position Pundit, which performs an in-depth analysis of the user experience on your website and those of your key competitors.

Our popular tool has been developed on the back of years of experience analysing our clients’ sites, and is a fast and proven way to gather competitive intelligence.

It ranks your website against your competitors, and against a scorecard of best practice criteria applicable to your business objectives.

Find out more:

Call on +61 2 8356 3000 or email info@bienalto.com to find out more.