The finalists for the CX Awards 2022 were announced this week, and Discuss was shortlisted for Most Innovative Product for its Mobile UX feature. Discuss is excited to appear alongside innovative global companies such as FICX, Cresta, and Mavenoid.
Recognizing the need for organizations to include qualitative mobile usability testing in their larger market research efforts, Discuss launched Mobile UX to enable CX, UX, and insights teams to understand the mobile user journey — crucial for providing better customer and user experiences.
Discuss.io’s Mobile UX feature (available for iOS and Android) enables access to the mobile screen of the respondent, their real-time movements on their device, and to the ability to interact with them through video. The feature provides a new opportunity for brands and agencies to understand mobile consumer behavior first-hand to inform vital aspects of the customer journey such as product and application development, digital experiences, and accessibility. This is significant as it allows brands to gather mobile UX and CX research in a way that could never be done through traditional, in-person qualitative research.
Along with the launch of Augmented Insights, a powerful suite of AI-enabled insight extraction tools, Discuss furthered the evolution of market research in 2021 by providing one single solution for seamless workflows and easy integrations.
In 2021, the company signed over 50 new customers, including Target, Ford and Ryder, as well as agencies like Gongos Research and Leede Research Group. CX, UX, and market research professionals increasingly turned to Discuss for actionable consumer insights, with platform usage up by 70% YoY. To learn more about the company’s growth, read the press release.
The insights generated from mobile screen sharing empowered Discuss clients to make swift changes to improve mobile sales. Examples of product discoveries include:
- The observation that some colors may appear differently on-shelf in brick-and-mortar stores than on mobile devices.
- In some cases, image clarity and descriptions were not clear and did not ensure scrolling ease of use on a mobile app.
- Participant feedback revealed that sensory cues were an important driver of consumer appeal (i.e. cues that show a product’s texture, inclusions, richness, or freshness).
With Mobile UX, Discuss client Unilever was able to conduct live online conversations with consumers and witness them interacting on their mobile devices in real-time. This helped Unilever improve product imagery, messaging, and sales performance on its mobile shopping platforms, crucial elements to providing a great online customer experience.
See the video case study here.
In its inaugural year, CX Today’s awards ceremony will be held virtually on February 17th at 11am EST. Rob Scott, Publisher, CX Today and Clare Muscutt, Founder and CEO, Women in CX along with the judges will be revealing this years’ winners.
To learn more about Discuss’s Mobile UX feature, read more here.
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