10 Ways to Use Qualtrics + Digsite to Optimize New Products and Customer Experience
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Transcript of 10 Ways to Use Qualtrics + Digsite to Optimize New Products and Customer Experience
10 Ways to Use Qualtrics + Digsite to Optimize New Products and Customer
Experience
Monika WingateJune 9, 2016
Qualtrics = Quantitative surveys made easy
Digsite = Qualitative communities made easy
Integrating survey and community tools gives your team more agility
Quickly build team alignment on goals and
strategies
Use rapid, iterative development processes
for products and marketing initiatives
Embed consumer feedback at all
development stages
Qualtrics + Digsite for New Product & Marketing Campaigns
1: Turn your mobile concept test into a mobile optimization community
Problem Surveys provide limited mobile diagnostics• Limited data via mobile surveys• Unclear findings from survey only• Interest in combining concept
elements to build final solution
Solution Use Qualtrics survey to opt in to one or more Digsite
communities
1: Turn your mobile concept test into a mobile optimization community
Digsite: Participants provide detailed mark-up of likes and dislikes for concepts, even on mobile!
Digsite: Participants build their ideal solution and upload photos. They can even vote on each others’ solutions
1: Turn your mobile concept test into a mobile optimization community
2: Improve product testing feedback with shared experiences
Problem Need more in-depth product feedback• Complex features• Multi-step usage process• Articulation problems
Solution Use multiple Digsite communities with
photo/video with one shared Qualtrics survey
2: Improve product testing feedback with shared experiences
Qualtrics: collect and aggregate responses across markets Digsite: share photo and video diaries
3: Optimize positioning language with text highlighting
Problem Optimize keywords• Looking to optimize key words or
phrases • Aggregate results across
participants
Solution Embed and share text highlighting question
3: Optimize positioning language with text highlighting
Qualtrics: Use text highlight survey option to get quantified results Digsite: Share responses and follow-up with in-depth discussion
4: Evaluate initial ad impression with timed viewing
Problem Limited view time• Need initial impression• Want to explore impact
Solution Embed timed advance survey question +
conversation task
4: Evaluate initial ad impression with timed viewing
Qualtrics – build survey with timing to limit ad viewing to 10 seconds
4: Evaluate initial ad impression with timed viewing
Digsite- embed survey, share results, ask follow-up questions
5: Simultaneous survey results and in-depth concept feedback
Problem Trend Community Feedback• Want in-depth dialog on product
with distinct user segments• Would like combined results for
quantitative verification
Solution Embed product concept survey into multiple
Digsite communities
5: Simultaneous survey results and in-depth concept feedback
Qualtrics: create single survey to embed in multiple communities Qualtrics: Build report that automatically updates with new responses
Purchase Interest
5: Simultaneous survey results and in-depth concept feedback
Digsite: explore open-ended feedback on specific aspects of the concept
Qualtrics + Digsite for Customer Experience
6: Turn your mobile satisfaction survey into a mobile CX community
Problem Mobile surveys offer significant challenges for satisfaction research• Survey length• Pictures/graphics• Attribute lists• Open-ended questions
Solution Use Qualtrics survey to opt-in to one or more Digsite
communities
6: Turn your mobile satisfaction survey into a mobile CX community
Digsite: Drill deeper into participant likes and dislikes Digsite: Build interactive discussions where participants can see each other’s
responses. Probe on individual responses
7: Improve feedback with photos and video
Problem Need in-the-moment photos/video• Longitudinal experiences• Pre/post feedback
Solution Embed Qualtrics Survey into Digsite
Communities
7: Improve feedback with photos and video
Qualtrics: collect and aggregate responses across markets Digsite: share photo and video diaries
I recently went shopping for both my children. I bought several summer outfits, Desitin for my little one as well as Johnson's head to toe wash. I chose these products because they have worked well in the past. The Desitin has a higher amount of zinc in it which helps prevent any rashes for my little guy.
8: Quantify customer experience details
Problem Quickly capture detailed experience data within community discussion• Time allocation• Attribute lists• Satisfaction
Solution Embed Qualtrics Survey into Digsite
Communities
8: Quantify customer experience details
Qualtrics: collect complex data, such as time allocation Qualtrics: use reporting to quickly visualize results
9: Prioritize ideas for CX improvements
Problem Which areas should we improve first and how?• Multiple important attributes• Multiple ways to create a better
experience
Solution Combine Qualtrics Max Diff question and Digsite
“I wish” task
9: Prioritize ideas for CX improvements
10: Optimize CX with consumers while benchmarking key metrics
Problem Trend CX Feedback• Want in-depth dialog on customer
experience• Would like to track improvements
over time
Solution Embed same satisfaction survey into
multiple Digsite communities
10: Optimize CX with consumers while benchmarking key metrics
Qualtrics: embed survey into each community Qualtrics: report automatically updates with each Digsite community
What happens when you combine Qualtrics + Digsite?
Questions?
Let us know how we can help you get answers to your product, marketing and customer experience questions