Audience of the Future innovation

Customer service

Audience of the Future innovation

Goal:

Understanding the opportunities to extend the appeal and inclusive capacity of immersive mediums for TV audiences to all users.

Type of project:

Customer service

Clients:

Innovate UK / Channel 4

Industry:

Entertainment

Channel:

Digital / Immersive

Method:

A survey and focus groups to understand the various challenges people experienced and when and how they may wish to tell the bank that they had additional needs. Design and co-design support and engagement. Usability testing of the initial product. Redesign for an in-app version and further usability testing of prototype and live assets. Authentic user talent and engagement for marketing materials development.

Outcome:

The initial new capability was very well received by customers that used it, but not very easy to find and staff were not so aware of it either. Once in-app the service had much greater uptake and positive CX impact. It also helps staff be aware of adaptive and inclusive services the bank offers.

Participant quote:

Client quote:

Audience of the Future innovation

Christine H

Christine H

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