BAE Systems Detica are recognised experts in usability and design for telecoms, media and technology companies, helping to improve their customer services and sales – whether over the web or increasingly on mobiles themselves.
BAE Systems Detica combines a User Centred Design approach supported by data analysis to optimise customer experience. Data analysis can be useful in discovering customer trends and quantifying benefits but there’s only so much you can learn from numbers alone. On the other hand, focus groups and one to one interviews can give a real insight into what customers want but sample sizes can be small and it’s difficult to assess if results are significant. Our Creative Services Team enjoys the best of all worlds by bringing together usability studies carried out in our state of the art lab, NerveCentre, with statistical analysis techniques applied in our secure Datalab facility.
Using this combination we have investigated relationships between usability and usage for top UK telecoms companies, applying a quantitative methodology to validate the connection between handset or portal improvements and revenue. Clients are able to watch how participants find their products – either in person from the next room or remotely via webcam, even when in another continent.
BAE Systems Detica helps its client achieve the benefits of ‘thinking digital’ - by optimising sales, cross-selling products, reaping advertising revenue and reducing costs elsewhere. For example, our eCare solutions result in fewer call centre staff being needed as questions are answered over the web and through mobile.
Our Creative Services Team cover digital strategy across web, social media, intranet and mobile, and our services include web and application design and build, information architecture incorporating user experience, usability, accessibility and SEO. In combination with our information technology services, data analytics, business change and security capabilities we can provide a full end to end solution or work collaboratively with your other agencies or in-house teams.
