Client Interviews

This study is part of a research project aiming at gathering quality feedback from this outsourcing company's current clients on why did they choose to partner with the company and where could be the gaps in their services and experience.

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Introduction

The goal of the research was to identify the most common mental models related to the company's services. Additionally, the aim was to identify any common language used to describe such services so that they may be represented in a way that is clear and unambiguous.

Obtaining a deeper understanding of the customer's experience with the services, and even their comprehension of services in general, can aid in improving the presentation of the company's services to prospects.

This knowledge can provide valuable insights that can be used to refine marketing and communication strategies, thereby enhancing the overall effectiveness of the company's outreach efforts.

Approach

Collaborated with the VP of Clients at the company to recruit 9 participants based in the US, marking the first-ever approved user interviews with clients in that company.

Utilized a semi-structured interview guide with open-ended questions to encourage participants to share their experiences and perceptions in their own words.
Conducted interviews remotely using video conferencing software to ensure safety and accessibility for participants.
Recorded and transcribed interviews to capture and analyze qualitative data.
Used thematic analysis to identify common patterns and themes in participant responses.
Generated a detailed report with key findings, insights, and recommendations based on the analysis of the interview data.

Crucial Insights

The mental model of the interviewed clients is exclusively skill-oriented.

Consequently, when seeking outsourcing solutions, they do not prioritize the engagement model description of a service, such as staff augmentation.

Instead, they place a greater emphasis on specific skills or expertise, such as .NET developers.

By incorporating the clients' skill-oriented mental model into our communications across all company channels, we were able to improve the clarity and precision of our messaging, which in turn resulted in more high-intent prospects.

These high-intent prospects are more certain of their specific needs, and as a result, are more likely to contact the company with a clear idea of what they require.

For more information on this study, contact mirandamoreiraleticia@gmail.com