Understanding user behaviors and needs
Step 1
Conduct discovery and develop research plan
Step 2
Design feedback method
Step 3
Configure platform
Step 4
Gather and analyze data
Step 5
Implement change
Challenge Federal agencies, state and local governments, and K-12 education institutions all have a need to understand the needs of users. With customer feedback, federal agencies, state and local governments, and K-12 educational institutions can develop a 360-degree view of their customers, which includes behaviors, desires, and pain points. This data can be used to drive change across programs, digital systems, and processes. Enabling this capability requires qualitative and quantitative research, including the use of an experience management platform to collect, analyze, and report on key user insights and behaviors for many use cases.
What’s at stakeWithout this data, organizations run the risk of not meeting the needs of the user, which can drive low customer satisfaction and high abandonment rates of programs and systems.
Solution Ibis’ customer experience research capability provides public sector organizations with a powerful tool to collect, analyze, and act on user feedback. We use qualitative research techniques, such as focus groups, interviews, ethnographic studies, and biometric research, to understand user behaviors and patterns. We combine these methods with quantitative research that involves the use of an experience management platform to collect data through a variety of feedback methods, such as surveys, website intercepts, and other methods. With this data, we develop user profiles and powerful insights that enable organizations to meet the needs of their users.
Capabilities Qualitative and Quantitative Research: Conducting user research User Segmentation: Defining customer archetypes and behaviors Customer Experience Strategy: Defining users and their needs Analytics: Developing analytics and visualizations of data Platform Engineering: Integrating experience management platforms and data feeds Performance Measurement: Continuous measurement and testing
Methodologies Customer Experience Strategy, Qualitative and Quantitative Research, Platform Engineering and DevSecOps, Performance Measurement
Case HighlightK-12 Educational Institutions, Qualtrics Experience Management. School systems across the United States solicit feedback from the public every year on a variety of topics. This information is critical for the nation’s schools to provide high quality education to students while addressing the needs of parents, administrators, and other key stakeholders. Using the Qualtrics Experience Management platform, Ibis provides research and strategy consulting for K-12 schools. Our team members have backgrounds with K-12 education, many of them having served as teachers and administrators. Our team creates the research strategy and then configures the platform to collect feedback from nearly any channel, including mobile devices and websites. The use cases for Qualtrics range from IT performance measurement, talent management, website feedback through site intercepts, employee feedback, and other programs. Combined with our experience performing data collection and analysis, Ibis enables schools to collect, analyze, and report on feedback and improve educational services. Our team creates the research strategy and then configures the platform to collect feedback from nearly any channel, including mobile devices and websites. As a partner and integrator for Qualtrics, Ibis enables public sector agencies to collect, analyze, and act on experience data for a wide variety of use cases. Our team creates the research strategy and then configures the platform to collect feedback from nearly any channel, including mobile device and websites. Many of our programs require integration with other systems through Application Programming Interfaces (APIs); we ingest a wide variety of data and integrate with key services as required. Once deployed, our research team develops analyses that enable public sector organizations to understand the needs and behaviors of their users. In addition, we provide training to our clients so they can become administrators of the platform. The use cases for Qualtrics ranges from IT performance measurement, talent management, website feedback through site intercepts, employee feedback, and other programs.