Type of Project:
Technology
Summary:
Designing a critical notification hub.
Company:
Wongdoody x Infosys
I audited a series of brands that are good at connecting with their customers through notifications. I also explored how they make it easy for people to sign up for these updates. I pulled out a few things that make notifications successful.
Four key solution principles for a revamped notifications service from a customer experience perspective were identified from best in class research.
Intuitive:
Streamlined and consolidated sign-up and clear sign-up prompts with value exchange articulated.
Unified:
One centralised location: customers can manage all their notifications and updates in one place.
Relevant:
Make sure the right notifications are going to the right people, at the right time and through the right channels.
Where marketing is involved, it needs to be subtle, ultra-relevant and ultra-contextualised.
Secure:
Ensure compliance with regulatory requirements and verify to customers that notifications are coming from Nordic Semiconductor.
The aim for the customer interviews was to gain insight into the current customer experience with the Customer Engagement & Notification System (CENS) at Nordic Semiconductor and explore ways to enhance its value.
This was done by engaging with customers (in various roles) and distributors, the goal was to capture a range of perspectives on the effectiveness of the current system, identify pain points, and gather insights into their needs, areas for improvement, and aspects that are not functioning as expected.
The interviews were designed to explore opportunities for CENS, assess awareness of these notifications, understand customer preferences for an ideal notification experience, and examine how the relevance of these notifications impacts their daily work and overall business.
To also ensure that what is designed meets the immediate needs of customers and distributors but also supports Nordic Semiconductor's long-term digital transformation goals whilst abiding by European laws.
