DR
A Large Technology Conglomerate
The technology conglomerate launched a device update campaign to prompt users to modify their devices. However, they were uncertain about the clarity and impact of their campaign message.
Actions:
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Led the comprehensive evaluation, data analysis, and insights generation for a system update and expiration deadline notifications on all devices.
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Conducted in-depth research and analysis of notification initiatives, including user reactions, uncertainties, and expectations.
Employed a sentiment analysis to uncover user sentiments related to the notification campaign.
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Utilized a structured framework to analyze the reach, engagement, and overall performance of the ongoing update initiative.
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Results:
Discovered valuable insights and key takeaways from the analysis.
Communicated well-founded recommendations, aligning with user expectations and enhancing understanding of notifications/call to action.
Brought clarity to uncertainties surrounding the update initiative, fostering a more informed and positive user experience.
What I learned:
Understanding not only what users think but also delving into the emotions and motivations behind their thoughts provides a deeper and more holistic insight into their experience
Demonstrating empathy during interviews creates a positive and comfortable environment for participants. This helps build trust, encourages honest feedback, and helps maintain engagement.
If users struggle to recall details of their experience, gently guiding them through a chronological recount of events, providing contextual details, or presenting visual stimuli can help jog their memory. It's crucial to approach this process with sensitivity, avoiding excessive pressure that might lead to frustration among participants.
With the right research approach, gathering information from customers can help you optimize campaigns and notify customers efficiently by learning their notification preferences and tailoring communication strategies accordingly.