How to Improve Branch Customer Experience

27. 08. 2019
Researchers from UX Focus found out for Pražská Plynárenská (energy supplier) what customers are experiencing, how they...

 

Researchers from UX Focus found out for Pražská Plynárenská (energy supplier) what customers are experiencing, how they orient themselves and make decisions when visiting the branch using eye-tracking glasses.

Customer behavior is a complex process and relying solely on customers’ feedback and researchers' assumptions are not enough. Eye tracking captures their normal and unconscious behavior, giving researchers a deeper understanding of the situation.

UX Focus has helped us to raise visibility of places we don't even think about in daily practice – entrance to the branch, signage, and perception by visiting customers.
Head of business office center
Pražská Plynárenská, a.s.

 

Eye tracking glasses allow you to understand the entire customer experience in a real or simulated environment. Thus, after incorporating the proposed changes, experience of the customer is definitely better.

We can also focus on campaign, variations of a package design, product placement, POP material, signage or category management.

Author: UX Focus

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