Printed.com

Printed.com was keen to gain a clearer picture of its customers, their motivations, priorities and purchasing behaviours. With a more granular understanding of the customer, Printed.com felt they could place their needs at the heart of the business.

SUS was engaged to deliver greater insight into customer needs and behaviours to the business through a series of workshops and focus groups. The project began with cross-functional stakeholder workshops to define expectations and the research plan. Since the user base was so varied, across a number of industry verticals, SUS created Proto Personas from insight gathered from the business in order to build consensus for the focus of the customer research. These Proto Personas were used to support the appropriate engagement of 20 individuals from 8 industry verticals and across 4 sectors. The ensuing customer workshops enabled us to build a mental model of print buying behaviour. The insight generated was analysed, distilled into customer personas and delivered back to the company to support their redesign of their websites and core services.

Summary of ROI:

• More in-depth knowledge and insight into customer needs and preferences

• Built consensus around customer priorities within the organisation

• Provided validated insight that could confidently be used to influence product and service strategy

• Supported a shift in perspective, enabling them to think from the outside in