Technology changes fast. People’s expectations change faster. Companies and organizations look to Fors Marsh Group to identify ways to improve digital products and positively enhance the customer experience when using them. We believe the experience is the brand, and we leverage research-driven processes to identify gaps and to inspire creativity to innovate and invent new and better ways of engaging customers, citizens and visitors.
Our process embeds user experience research throughout the entire project lifecycle to effectively support our clients’ product design decision-making. We activate eye tracking technology, galvanic skin response and other biometric recording devices to precisely measure people’s engagement levels while using a mobile app, website or hardware.
Our applied research and strategic consulting has supported the development of new virtual reality headsets, improved the user experience on leading social media platforms, and driven the design and redesign of many websites and mobile applications.
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Examples of Impact
Recently completed projects include:
Inspired the next generation of virtual reality platform designs through insights gained from qualitative research conducted across the U.S..
Identified key privacy and data concerns of citizens from seven countries in Europe, South America, and Asia in order to address feature, policy, and content design effectively in each country.
United States International Trade Commission (USITC)
Improved visitor experience and reduced search time by reorganizing complex legal and tariff policy content through a mixed-method usability evaluation of the USITC website.
National Institute of Standards and Technology (NIST)
Assessed the human factors elements related to password-generation processes and how it is affected by password creation requirements as a factor of cybersecurity interest.
Assessed the accuracy of a consumer's understanding of their DNA result and genetic health risk reports through nationwide interviews and surveys.
Increased customer satisfaction when using a money transfer mobile application with current Citizens Bank customers through a series of usability testing sessions.
Informed the redesign of its digital applications and paper diaries to increase user engagement and response rates through a comprehensive usability testing program supported with eye tracking technology.