REO DIGITAL LIMITED

User Research

Improving the customer experience by better understanding user behaviour.

Features

• Persona and Empathy Maps
• Customer Journey Mapping
• Usability Testing
• Card Sorting
• Surveys
• User Interviews

Benefits

• To ensure that the product/ service provided meets user needs
• Reduce mistakes and the associated costs
• Increase speed of development
• Create a clear vision for product/ service development
• Design a product/ service that users will actually use

£850 to £1,200 a person an hour

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at simon.gripton@reodigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

281461897022571

Contact

Simon Gripton
0203 827 7539
simon.gripton@reodigital.com

Planning

• Planning service: Yes
• How the planning service works: Support based on a variety of variables ranging from defining required system capabilities, budget, integration, ease of use and ongoing support.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • User Testing
  • Analytics
  • Surveys
  • Customer Experience
  • Voice of the Customer

Training

• Training service provided: Yes
• How the training service works: We provide comprehensive training across most user research, analytics, survey, customer experience and voice of customer platforms. This can be delivered face-to-face or remotely for the end user or in a 'train the trainer' format.
• Training is tied to specific services: Yes
• Services the training service works with:
  • User Testing
  • Analytics
  • Surveys
  • Customer Experience
  • Voice of the Customer

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Our consultants are trained and familiar with the relevant software applications and are available to advise, support or manage a migration to the cloud or between cloud services.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • User Testing & User Research
  • Analytics
  • Surveys
  • Customer Experience
  • Voice of the Customer

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: We offer audits and performance testing of both new and existing systems as well providing on-going support and quality assurance.

Security testing

• Security services: No

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: We provide support for third party software - User Testing, Analytics, Surveys, Customer Experience and Voice of Customer platforms.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Responses are provided the same working day. Tickets received over the weekend will be actioned the next working day. ; ; We do also offer out of hours support as and when required.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: Support is provided f2f, online or via phone Monday-Friday, 9am - 5.30pm as standard. The cost is included in the overall services costs. ; ; The Customer Success Team will act as first line support. Where necessary, the query will be escalated to a technical consultant or developer.; ; Out of hours support is available and is priced on a per case basis.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 23/01/2022
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Our services improve digital experiences for all users. This includes people with disabilities and accessible needs, allowing them the opportunity to access digital services which they had previously been unable to.

Pricing

• Price: £850 to £1,200 a person an hour
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at simon.gripton@reodigital.com. Tell them what format you need. It will help if you say what assistive technology you use.