CX audit

Actionable persona can give you and your team incredible insigts into customer problems, needs, obstacles and will drive your every business, marketing and UX decision.
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UX Consultancy Guide for Clients
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UX Consultancy Guide for Clients
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Conducting a CX review will provide you an outline of your product customer experience obstacles. CX teams can start by mapping customer's touchpoints across channels. From there, your CX team can see what methods to apply. After a list of issues has been compiled, your CX team should sort the items according to impact and priority. 


Audit roadmap

Here is one typical CX audit roadmap:

1.Analyze and brand strategy, goals and challenges

This first step is crucial to understand the company's long-term vision and direction.


2.Define your brand's core value asset

Find what drives people to your brand, and see how CX teams can enhance it. Increase your brand's value and grow the target audience by creating personalized solutions. 


3. Analyze your customers and group them accordingly

Identify your core customers are and what they like and don't like about your company. Segmenting customers into smaller groups based on customer personas allows your CX team to provide more efficient solutions for each group.


4.Research your competition

See how your brands differ from your competitors, and vice versa. 


5.Map your customers' journey atlas through all of your channels

Customer journey atlas is a compilation of all your significant customer journeys.

At this point, you should define the most critical journeys.


6. Refine the most critical journeys

Analyze and define touchpoints for your most essential journeys.

Talk to your current and potential customers to empathize better. What are your customers are thinking about your brand, and how are they behaving? You can use any CX quality research method at this point.


7.Prototype

Test several versions of solutions to your goal. Conduct in-person customer testing, online surveys, and focus groups to see how your solution will hold up against your customers. Validate the CX team's assumptions and refine your customer experience goals.


8. Design  a winning customer journey map and establish development roadmap

Determine which solution worked and yielded the best results. Create a roadmap that favors the best solution. 


What shortcomings can occur in an audit?

When the agency finishes with an audit, CX teams might think that the task is complete, documenting data can stop, and proceed to work as before. Your team needs to make sure to measure and improve CX continuously and must implement an appropriate system.

What internal and what external team does?

Your internal CX team has an understanding of bottlenecks and customer behavior. CX teams provide information, such as which methods they have tried out and so on, for the external team.

External team, i.e., consultancy, gather all of the CX team's insights and collect their own and provide a solution.


Should you hire a consultant or whole agency for the CX audit?

In most cases, the CX consultant is enough to solve the most critical bottlenecks that occur. CX consultant is going to be more efficient, time and money-wise. 

CX agencies can also be an option, especially if the CX team is in a time crunch.


What are the indicators of a great audit?

Indicators for high-quality audit are:

  • providing prioritization and rating recommendations
  • being written in a concisely and objectively
  • not containing defensive writing (justifying auditor's credibility)
  • avoiding the use of jargon
  • great presentational skills
  • a clear and systematic way of grading in the report


How long does it take to carry out an audit?

It can take about 1-4 months to carry out the process of audit, from the first workshop to the final winning solution.


Cost analysis

For best results, your in-house team can work with the dedicated agency for some or all phases of the audit. The independent CX consultant professional can bring a unique view and solutions to your CX team, and your CX team has the best in-depth context knowledge. 

The internal CX team can cost a lot because it is a recurring monthly investment. Independent CX consultants cost more in the short term but less in the long run if you hire one on a project basis.


External consultant agency prices start from USD 100 per hour. For average audit and results analytically, it usually costs around USD 20000.


We offer a cost-effective and high-quality audit service, so be sure to send us an email if you need any help.

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UX Consultancy Guide for Clients
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UX Consultancy Guide for Clients
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UX Consultancy Guide for Clients
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UX Consultancy Guide for Clients
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No items found.