Projects
Employee Naming Research
Identify titles that accurately portray the expertise of our in-stone & online employees.
HOJO Mobile Phones
Horizontal journey look into customers shopping for mobile phones.
Mobile Phones Competitor Analysis
Competitive audit on mobile phone activation language & design.
Trade-In
Content & UX design aimed at expanding trade-in functionality.
Background on Content-led Employee Naming Research
Consistent and respectful employee titles are vital to maintaining trust with customers and employees. We seek to ensure that the customer journey is easy, informative and memorable.
Use of differing titles reflects a disconnect between corporate terminology and employee sentiments. To account for customer preferences we have also dedicated research to more holistically encompass the retail experience.
The intent of this research is to identify preferred employee and customer terms while creating continuity across all platforms.
Overview
Survey Methodology
Customer study
15 Participants (All current or former BBY customers)
18 Questions
Goals and Objectives
1. Identify titles that are most clear to consumers and accurately portray the expertise of our employees; with emphasis on the terms: Blue Shirt, Expert and Advisor.
2. Support signage consistency across platforms.
Question Formulation
We formulated a unique question set customers, consisting of four sections dedicated to certain naming topics and options.
Additional emphasis was placed on the terms, Advisor, Expert and Blue Shirt.
Survey Results
