Speedy Services have recently chosen PRWD to help provide a wide range of strategic customer insights.
Speedy Services, with more than 100,000 customers and 325 depots across the UK, commissioned a series of evaluation & customer research projects, seeing this as the primary way in which they can understand visitor behaviour, improve visitor engagement and increase online sales & new account sign-ups.
PRWD, the usability and conversion rate optimisation consultancy trusted by brands including Speedo and Lakeland, were tasked with evaluating and user testing the new transactional site for Speedy Services. Over the last 2 years Speedy have been developing their new multi-channel proposition and this website is central to their long-term business strategy.
John Byrne, Product Development Director at Speedy Services commented “Paul has clear and specific expertise which he is able to bring to bear in very efficient and effective way. The turnaround and quality of this work was exceptional.”
Following the evaluation, a very detailed user testing project was planned and delivered. The moderated test sessions were carried out over 3 days at MMU’s testing facility in central Manchester. MMU are one of PRWD’s strategic partners.
Dave Clarke, Digital Marketing Manager at Speedy Services commented “The user testing sessions have been essential in assessing whether Speedy Services’ investment in our online services meet with customer expectations. The testing sessions were professionally planned and moderated, and it was reassuring to hear first hand that many of our developments had created real customer engagement.”
“However it was some key comments raised by users that gave the greatest insight. We have already started implementing PRWD’s recommendations based on these points that will allow us to improve elements of content and online processes. This is something we would not have been able to do without conducting this activity with PRWD.”
Paul Rouke, Head of Usability at PRWD, commented “Not only have these first projects provided Speedy with essential observations and recommendations for making usability and user experience improvements, they have also provided a wealth of insights around their customer’s behaviour, perception and attitude.”
“We’re now looking forward to continuing working with the Speedy Services team over the coming months and into 2012 as their online experience is enhanced and their strategy evolves.”
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About PRWD
http://www.prwd.co.uk
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PRWD specialise in web usability and conversion optimisation. Clients include Speedo, Lakeland, Pentland Brands, Manchester Tourist Board, Stella McCartney, Econsultancy and Chill Factore.
