Customer guided experience development

The world is going multi-device, no news there, right? There are also alot of other shifts and evolutions creeping up, in marketing, around design thinking and in our industry, compliance. 

There is an easy route to go, to talk to stakeholders, list requirements and get cranking on churning out new features to move your solution forward. But hold on, you probably need to do something more, right? As the customers are the ones paying the bills, we will want to listen to them as well, if they could tell us about their feelings we would probably design better solutions. 

Trying to make true on the device, "be truly customer centric", we have tried to also take the customer wishes into account. During the journey to upgrade our gaming experience so that it aligns more with the new internet behaviours we invited customers to sit with us and show us what they like or do not like about the path we took. Interacting directly with customers creates not only knowledge and insights, but ultimately also engagement, we know who we develop for.

This takes us a few steps into customer centricity, but to go the extra mile, how can we go from qualitative to quantitative? Our solution was that we simply setup a  Beta of our new service in production, invited a couple of thousands of our customers and let them give all the feedback they wanted. Now with more than 20k customers invited, alot of feedback, a number of new versions deployed, continously improving the experience.  We are now pretty sure that we have created , or actually co-created a great experience for our customers, and I believe had quite some fun along the way in the midst of the stress. And, we don't really have to release something, many of the customers are there already. :) 

The result will be one of the first full responsive solutions in the industry, giving our customers a seemless experience regardless of the device, personalized content relevant for me and also a great new look and feel! We say bye, bye to the mobile site. You're never done, but taking small steps forward, together with your customers, that actually feels pretty awesome.

Unless our customers tells us differently, then we open the doors fully soon! www.paf.com