Client Objectives
BSkyB approached us for advice on personalisation, globalisation and the implications of the Disabilities Discrimination Act (DDA) as they impacted restructuring of Sky Online – a move intended to position Sky.com as the central sales platform for Sky packages. We were also asked to recommend strategies for reaching key audience categories.
Our Solution
We conducted qualitative and quantitative user research to identify the future needs of Sky’s audiences. Our work provided a perspective on audience segments. We next offered insight into the issues, motivations and desires that resonate with target audiences.
Successes and Achievements
Our audience segmentation methodology and personalisation strategy lead to deeper customer engagement. We also examined barriers to user adoption and offered ways to help overcome them.