📋 Considerations and value of meeting customer needs

Considerations

Customer or end user profiles

• Cultural awarenedd/diversity
• Inclusivity
• Accessibility
• Adhering to guidelines, policies and regulatory requirements
• Level of technical knowledge and skills (for example use of technical terminology

Customer or end user issues

• Problem type and pain points:
  • Usability
  • Functionality
  • Training on new systems
• System or service response time
• System or service availability

Value

Increased financial benefit due to customer retention and satisfaction

• User experience
• Reputational:
  • Protection of brand reputation
  • Brand awareness
  • Positive media exposure
• Quantitative and qualitative market research
• Product development through product use analytics
• More sophisticated marketing allowing personalised and targeted advertisements for consumers
• Positive third-party reviews (for example unboxings, meta critic, user reviews)