Case study detail
Redesign of user guides and websites
A leading multi-media manufacturer wished to ensure that its customers were satisfied with the product support they received from user guides and website help, which had to be intuitive and easy to follow. Recom was invited to undertake the research, in view of its range of product evaluation and methodological techniques, its skilled staff and its experience and understanding of the communications industry. Mystery shopping, desk research, in-depth interviews, group discussions, product evaluation testing and socio-economic tracking were employed. These different methodologies and techniques enabled Recom to compile a report giving a complete view of the current market and to identify trends which could impact it, such as time limitations for using the guides. The outcome was that the manufacturer redesigned its global user guides and website to reflect and fulfil customers’ needs.
