fhios took on a challenging brief given the size and extent of
the work needed to review the sites, particularly the
back-end. The techniques employed produced a very comprehensive report which we have been able to use as the basis for a functional redesign of the website.
In addition to this fhios provided an excellent presentation of their findings to us that exceeded our expectations. All the work was carried out within the agreed time scales and to budget. fhios' approach provided us with the guidance and insight that we needed to approach and deal with usability
and accessibility confidently. Currently Harvey Nichols are working on other web developments and we would happily engage fhios again when more detailed usability testing becomes necessary later this year.
Business Systems Manager, Harvey Nichols
fhios is a recognised leader in conducting customer experience research in the Retail and Luxury Goods sector. Since its formation in 2002, fhios has conducted over 12 research and design projects in Retail & Luxury Goods bringing real benefits and results to organisations such as Marks & Spencers, Harvey Nichols, Habitat, Halfords, MFI, Philips, Phones4U and Woolworths.
We are totally focussed in helping our clients achieve the optimum ‘customer experience’ regardless of channel or medium. By using our methods and expertise, we explore 3 key elements that make up an ‘experience’ for a given moment in time and make recommendations for improvements. The 3 states can be defined as the customer’s psychological state (i.e. perception of brand), the cognitive process (completing a task or journey) and the actual engagement with the product, service or channel. This approach adopted across all customer touch points would improve the overall ‘total customer experience’ significantly enhancing the customer's brand perception and loyalty.