Situation
Delta Faucet Company knows how the quality of a website’s user experience can impact its branding and sales. To continue refining its efforts, the company sought visitor feedback on four of its website properties: Delta, Brizo, Peerless Faucet and FaucetCoach.
However, conducting in-depth focus groups for four distinct sites over a period of time would be costly and cause a lag time in implementing changes.
Delta Faucet Company and Hanson found an alternative that allowed us to collect information from a large pool of participants over an extended period of time, while receiving actionable feedback in real time, rather than at the conclusion of the study.
Using software from Usability Sciences Corporation, a vendor partner specializing in discovering the attitudes, intents and behaviors of online customers, Hanson, Delta and USC developed a 12-month user survey project. Questions were built around each site’s objectives and sought to collect user demographics, visitor intents and successes, navigational behavior, and site areas for improvement.
The findings provided the basis for a better user experience on all four Delta Faucet Company sites. Many changes were able to be implemented almost immediately as feedback was received, while other insights helped lay the groundwork for future improvements.