Product Experience Management
Delight Audiences with Compelling Product Experiences
As makers, our perspective to products is limited, and to be honest, worthless to its eventual success.
What Happens When Customers Have a Negative Product Experience?
A human mind is a pattern-seeking machine. Our species has evolved an impressive ability to spot small, subtle clues to more significant trends. In prehistoric times, this helped us find food sources and avoid predators’ hunting grounds. Today, your customers are using this same pattern-seeking skill to turn their product experiences into beliefs about your company and your products. A lousy product experiences can shake a customer’s trust towards a brand or company.
Why is Product Experience Important?
Product experience, especially intuitive and personalized product experience, is prominent since a poor-quality product experience would make the customers dread having to use a product to finish a job.
Create emotional connections with your customer
Capture your customers’ attention when you deliver accurate and contextual product content based on their individualized needs to elicit an emotional experience at every interaction. Purchase intent varies by customer and the reasons why can be vastly different.
Increase sales and shopping cart value
Improve the value of up-sell and cross-sell opportunities on your product page when presenting products with rich, accurate, complete and consistent above and below the fold product content that is relevant to your customers’ needs.
Improve the ROI of your product content
Continuously optimize your product content to drive product performance and profitability using advanced reporting and analytics to help you understand which products are selling well, when, where and together.
Why Optimizing Product Experience is the Key to Positive Customer Experience?
The easiest way to deliver excellent customer experience is to offer a great product experience. Not only does that make the question of support tickets moot, it directly ties to satisfactory customer experience because product experience can create channels for anticipating their needs and personalizing the product.
Referrals, sales pitches, and word-of-mouth marketing may lead customers toward your product, but there’s nothing more definitive for ultimately winning them over than giving them personal first-hand experience with the product.
Solutions
We have solutions to help you receive direct feedback from your target audience and make impactful decisions. With pre-populated and conversational templates, anyone can get started quick.
Features Ranking (MaxDiff)
Well established model to prioritize product benefits via most/least preference ranking. It solves the dilema of traditional top box ranking that can be indifferent.
Classification of Features (Kano)
It is suitable for features decision like how do I prioritize existing features and new features. Aim is to answer what are the essential needs, performance driver, & what can attract new interest.
Features Bundling (Turf)
A model to apply for product features bundling decision. It explores what features together can satisfy the most majority.
Price Perception (PSM)
This model allows you to determine the most acceptable price range based on the perceived value of product. It can be used in the development of a new product pricing and also perception of existing product price.
Post-Sale Value for Money Evaluation
Ask consumers for their experience with product and understand their perception of value for money and why.
Usage Experience Perception
Describe customers’ post experience such as whether product/service meets their needs, level of trust feeling, & perception of uniqueness.
Product Image
Understand what come to mind when customers think about your product and competitors. You can learn how to build and promote a positive product image.
Product concept test (Functional)
Objective is to explore the viability of functional products e.g. home appliances, digital product, etc.). The test design cater to a more rationale thinking consumer decision process.
Product concept test (Emotional)
Objective is to explore the viability of emotional or implusive products e.g. fast moving consumer products, packaged F&B, etc. The test design cater to a more intuitive consumer decision process.
Function concept test (Functional)
This apply to only testing specific function within a functional product. Usually suitable as early testing & exploration before a total product idea is form.
Benefit concept test (Emotional)
This apply to only testing specific benefit within an emotional product. Usually suitable as early testing & exploration before a total product idea is form.
PX helps you in 4 steps
1、Interact
It is impossible to test once and have a successful product. Successful product must go through many trial & error learnings and lots of interactions with customers. Only 2 ways communication can enable effective exploration of ideas to meet needs or wants.
2、Insight
We empower everyone to uncover insights like professionals with automation of data processing, easy cross analysis & statistic modeling.
3、Action
Pre-testing provide opportunities to invite right customers to co-create, new trials feedback. Post-product usage experience provide insights that lead to right marketing content & promotion. We automate actions base on X-data + O-data combined insight to find the right customers & identify right marketing content.
4、Empower
With agile, exploratory, quick testing & fast learnings, you are empowered to act right & minimize risk on time.
Choiceform PX unique advantages
Agility nature of the platform will empower analyst to run lots of trials & errors for accumulated learnings.
All successful brands have been through many tests, adjustments, & continue to further re-test loop. Without doubt, fast turnaround is key as it enables continuous explorations & confirmations for optimum learning.
Efficient way to achieve insights
One stop platform with automation of data collection, analysis, real time reporting functions. Assisting you in the entire process in a quick & easy manner.
We embedded product experience & knowledge into our modules. Just simple click & drag, anyone can do professional & complex insight work.
We do more than product experience insight. We can customize follow up action base on product experience insight.
It is not enough to stop at insight. Our platform has automation function to push for specific deep dive exploration, right service follow up, or specific marketing & pomotion communication.
Significantly more cost effective vs. traditional survey practices.
Significantly lower cost means ability to do much bigger & robust sample; covering more brands & competitors for comparative insight; eventually have advantage to dig deeper, learn better insights that traditional way.
Concept test
Launching a failed product is expensive. Successful brands practice huge amount of testing to get product right because you never get a second chance with first bad experience of product from consumers.
Kano analysis
Successful product is an optimum combination of features and all companies have limited resources. The practical approach is always priority & features bundling. When your product questions involve deciding priority with existing & new features. Kano model is very helpful to group features into “Essential” (must-have), “Driver”(performance), & “Attraction”(getting interest) for smart decision making.
Turf analysis
This analysis is most commonly used in media analysis of campaign to understand which channel reach more and which channel reach less in incremental. This unique capability is also very insightful to apply in product features bundling decision. Since resources are scarce, you may not want to overly offer less important features that only appeal to minority.
Conjoint analysis
Market researchers love to understand and predict why people make the complex choices they do. Conjoint analysis comes closest to doing this: it asks people to make trade-offs when making decisions, just as they do in the real world, then analyses the results to give the most popular outcome.
MaxDiff analysis
MaxDiff is ideal for obtaining preference/importance scores for multiple items such as brands, product features, ad claims, side effects, etc. MaxDiff is also known as "best-worst scaling" and because of its versatility has become the measurement equivalent of the Swiss army knife for surveys in marketing research and economics.
Price Sensitivity Measurement (PSM)
PSM is a research method that allows you to determine the most acceptable consumer price range based on the perceived value of the product. It is used in the development of a new product and while studying the perception of price for an existing product.
What is Product Experience ?
Product experience is a subset of the entire user experience. It focuses on the entirety of the customer journey that takes place within the product itself.
Intuitive product experience is more important than ever. A lousy product experience will chase away users or make them resent having to use the product. Meanwhile, good product experiences increase usage, build loyalty, and improve net promoter scores.
What is the difference between Product Experience & Brand Experience ?
Product experience comes from the interaction with the product or service. Brand experience is bigger, beyond product directly. Brand experience sources are much wider including historical perception, news/PR, advertising, words-of-mouth, etc. and of cause product experience too.