Diepte-interviews
With in-depth interviews, we give you insight into the motivations and decision-making of your (potential) customers. We then identify concrete areas for improvement that you can use immediately within your organisation.
Do you know exactly:
What drives your (potential) customers and why they use your product or service?
How your potential customers come to a decision whether or not to purchase it from you?
Why your current customers are loyal to you?
If you don't know this then chances are your customers will miss out on added value. In that case, they will easily switch to the competitor if it comes up with a more attractive offer or offers a better service.
With potential customers, there is a risk that they cannot identify with your solution. If they think you do not offer what they are looking for, they will look further and you will lose them.
What are interviews?
An interview is an interrogation where one or more people are questioned. Interviews help find out what your (potential) customers' motivations, needs, goals and frustrations are.
It also helps to understand how they come to the decision whether or not to use your product or service and what considerations they make in doing so.
Why are interviews important?
Interviews, among other things, help you understand in detail:
Whether people are waiting for your product or service (and why or why not).
What needs, wants, expectations and frustrations (potential) customers have with your product/service.
Why customers use your product/service and not the competitor's.
What value does your product or service add and what makes it unique and/or distinctive.
What role your website or app plays in the customer journey and within what context.
What people like about your product or service(s) and what could be improved.
How your customer journey looks like and/or where opportunities for improvement exist.
With insights from interviews, you can discover opportunities for your product or service(s). In this way, you can improve your customer experience and/or conversion in a targeted way. Solving weaknesses in this will reduce the risk of (potential) customers going to your competitor.
When are interviews useful?
Interviews are particularly valuable in the following situations:
Exploring a new market: You have an idea and want to test its desirability with the potential target group.
Early stage of development: At an early stage of product development, when there are no specific designs or prototypes yet, and you want to explore the needs and requirements for the website or app that your (potential) customer is waiting for.
Current situation: You want to map the current customer journey and/or identify opportunities in it that can (directly and strongly) improve your service.
4 Reasons for you to do interviews with us
We have years of experience in interviewing.
We are trained in objective and open interviewing so that insights are reliable.
Fresh perspective from the outside, without organisational interest.
You will receive a clear document or a (visually) elaborated customer journey with which you can immediately improve specific points.
Our 4-step approach
Discuss goal and wishes: We will ask you about the occasion, the goal, your expectations, any wishes and whether there are any specific points of interest. We prefer to do this on location, but (video) calls are also possible. If you agree with our proposal, we will start preparing and conducting the interviews.
Interviews and analysis: One of our User experience researchers will conduct the interviews with the matched target group. We apply various interview techniques in this. It is also possible that you as a client (or colleagues) conduct the interviews with us. We work out all the insights in a clear document or a (visually) elaborated customer journey. This gives you practical and concrete points for improvement that you can use to make targeted improvements and/or show stakeholders where there are opportunities for improvement.
Deliver and discuss: As soon as the interviews are completed, we share the results with you. We will make an appointment to go through the insights together. We will be happy to clarify any questions or uncertainties for you. You can now start improving your website, application, intranet or back-office system yourself (or with our help).
What do you get with interviews?
A concise report with key insights from the interviews. With these insights, you can:
Make more conversions.
Better connect with your (potential) customers' wants and needs.
Increase your customer satisfaction.
Improve the product.
Capture opportunities that you would otherwise miss.
Why choose Concept7?
We have experience in user research since 1999 and regularly conduct interviews. Nationally and internationally. In addition, we can also help you with a workshop on interviewing. So we can tell you all about it but even better, we can help you get maximum return from interviews.
Do you also want to know what the needs, experiences and wishes of your (potential) customers are? Or do you have any questions? please contact John below.
