UNDERSTAND NEEDS
Customer journey
Understand how customers engage with your brand or products across multiple touchpoints
What you'll learn
Customer attributes that may help you build a more personalized experience
Customers' go-to devices and processes for completing everyday tasks
Potential areas of improvement for your experience
Barriers and points of frustration during (and after) completing a specific task
Hear from our customers
Non-profit organization World Education Services (WES) works to match international students and professionals with education and employment opportunities in the US and Canada. Looking to enhance their digital customer journey for higher customer satisfaction and growth, while eliminating pain points, the non-profit tried UserTesting for the first time. Leveraging highlight reels, WES quickly made design changes that simplified the customer experience. And thanks to the impact of customer empathy, the organization has boosted both internal productivity and customer satisfaction simultaneously.
What to test next
After completing a website evaluation test, consider taking a look at the templates for website comparison to do competitive or historic research, website conversions to analyze how to best persuade customers, and website navigation to assess its ease of use.
Additional resources
Now that you know how to use this template to fit your needs, dive into the resources below to learn how teams across your organization can rely on human insight to create successful, customer-centric products and experiences.
Forrester: UserTesting delivers a 665% ROI over three years
A recent Total Economic Impact™ (TEI) Study, conducted by Forrester on behalf of UserTesting, illustrates how organizations using the UserTesting Human Insight Platform can realize $2.03M in value and 665% in ROI over a three-year period.
