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Danmarks Statistik
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Magnetix
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UCN – University College of Northern Denmark
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OK
Boxer
Nordea
Bonnier
Santander
Danske Bank
Matas
Legoland Billund
Velux
SKAT
Kunde og Co
Berendsen
Amnesty International
Nordisk Film Biografer
Alka
Oister
COOP
LEGO
Saxo Bank
Magnetix
Falck
Arla
Rejseplanen
Børsen
Magasin
Mobilepay
Nets
UCN – University College of Northern Denmark
Peak Performance
Aalborg Universitet
Dating.dk
Unicef
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Get personalized cases based on your specific department. Learn what other companies did to achieve results and make their customers happy.

Grundfos ensures international customer satisfaction

UserTribe helped Grundfos involve their customers in the US, UK and Singapore for continuous business improvements of their comprehensive self-service site Grundfos Product Center. Insights are converted directly into customer satisfaction.

“Customer centricity is a central focal point in everything we do. For our digital touchpoint, this means that any and all development activities need to start with the customer.”

Background

Based on close collaboration with key customers, Grundfos is continuously improving its Grundfos Product Center. To validate the core customer journeys and jobs to be done, the company found it important to involve key customers in testing the solution.

Challenge

The product center is a universal tool, spanning the entire globe. Different geographies and cultures have different business needs and different approaches to sizing and selection pumps, so Grundfos needed to validate not only an interface but also multiple alternatives of the same customer journeys.

Method

UserTribe conducted ‘think aloud tests’ with 15 decision makers within pumps in large buildings from the US, UK and Singapore. The participants were asked to complete tasks designed to test vital functionalities and design of the product center.

Results

Insights are being transformed into back log items for Grundfos’ scrum-team, expecting to convert the insights directly into customer satisfaction. To create this setup themselves would have been expensive and cumbersome for Grundfos. By hiring UserTribe – a third party – for recruiting and reaching Grundfos’ customers, the pump manufacturer received fast and insightful customer feedback delivered effectively and efficiently.

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70% of all projects fail because they are never tested on the target group and thus fail to target the right people.

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