Customer Experience Audit

Understanding and improving user experience through mobile ethnography.

An online services platform mandated OhGee Insights to gain a deeper understanding of the customer experience currently offered to its user base. Through the use of mobile ethnography, OhGee Insights mapped out a critical path detailing UX improvement opportunities. Mobile ethnography allowed us to capture in the moment responses in the context of the user’s natural environment. The content we captured in the form of video, image and text led to rich, meaningful and deep insights. The ensuing UX roadmap therefore was filled with opportunities to make for happier users as well as to drive business results for the client in the form of time spent on the platform, churn reduction and the ability to lure new users to the platform.