An insurance company brings its costumer to life.

How can groups of customers be portrayed in a way that helps staff to develop a more realistic image of them?

Insurance companies use customer segmentation to find solutions for individual problems. Despite this, staff often find it difficult to put themselves into their customers’ shoes. Using a selection of cXplore modules, we were able to develop personas to vividly and meaningfully represent customers.

For a week, participants documented their day-to-day life with cXplore's diary feature. They illustrated these entries by uploading their own photos.

The task module enables researchers to assign specific tasks to participants, e.g.:

• When do people think of insurance?
• What do customers want to get out of an ideal consultation?

The results of this study helped the staff to a greater appreciation of the customers' needs and point of view.

A financial services company makes use of the text message based scavenger hunt feature to test a mobile app.

How can the user experience of this mobile app be improved?

To measure the usability of an app, a financial services company set up a multi-media version of a scavenger hunt: Text messages invited participants to solve tasks which represented steps along the customer journey. Participants were asked, for instance, to top up their iTunes credit or to transfer small amounts of money using the mobile app.

Participants were able to choose for themselves when to start the scavenger hunt, which helped embed it in their daily routine. Triggered by a keyword, participants received tasks via text message. They finished these tasks one by one and documented their progress in cXplore. Immediately after participants finished a task, they documented their experiences in cXplore in real time.

cXplore enabled this financial services company to gain important insights into how customers use their mobile app and refine the user experience.

A transportation company lets its customers participate in the product development process

How do our customers perceive and experience the new slogan "at home on the move"?

Before launching the new advertising campaign "at home on the move" a transportation company wanted to know more about the situations which made their customers feel at home during their travels and how this mood was triggered.

For one month participants documented their train travel experiences with cXplore and solved tasks relating to the slogan "at home on the move".

To be able to record their thoughts and impressions in real-time participants used the diary feature in our cXplore app and uploaded images and entered texts directly on their smartphone.

Short tasks and questions were delivered directly to the participants via the task module. More complex opinions could be discussed wit the other participants in the discussion forum.
To capture additional impressions in the context they arose, further tasks would pop up in cXplore when the participants were on the move.

At the end of the project participants arranged their gathered impressions and moods as meaningful collages with the help of the cXplore whiteboard feature.

This innovative use of cXplore lead to a very customer oriented ad campaign, which was also favourably covered by the media.

Legal notice

poolpilots GmbH was founded by Philipp L. Bergh, Markus Mayer, and Tobias Herrmann in 2006. poolpilots is an internationally active Customer Experience Design, Market Research, and Consulting Agency based in Vienna.

Main business areas are (1) Design, execution, and analysis of (online) market research projects, (2) Conducting customer experience & service design projects, (3) Implementation consulting, as well as (4) Design & realisation of IT/Software projects in the context of online market research projects.

poolpilots GmbH