As a starting point, we will have a Stakeholder Interview with you. Then we determine which factors should be included in the Competitive Analysis.
As a result of the kickoff meeting, we also determine what is the scope of the Best Practice Research. If a pattern is trendy, it does not always means that it is the best for your customers. You have unique goals and context, and so do you users. That is why we start the process with a Stakeholder Interview, where we discuss these goals.
We will also ask you to give us all the relevant data you already have (call center data, web analytics, any user feedback – e.g. from your social media networks –), so we can conduct a Feedback Review. Then with your help, we are going to list out the most important User Flows. We then evaluate your website or application using certain heuristics (Heuristic Evaluation), and then we go through the user flows (Cognitive Walkthrough). Finally, we summarize our findings in a detailed document, and determine areas for improvement.