Customer insight in an Agile environment
Working in an agile environment has completely changed the way we develop our services. Agile is all about creating fast iterations of products based on the feedback of real users. The importance of user understanding in this context cannot be over stressed. This presentation will discuss how we have begun to develop and deploy our research in an agile environment and will provide you with some practical examples of methodologies that could be applied in your own business to gather robust customer insight quickly and cost-effectively.
Jamie began work in the civil service in the Driver and Vehicle Licensing Agency (DVLA) contact centre, answering telephone enquiries from the public which gave him an idea of some of the user issues customers were experiencing with DVLA services. He has worked as an insight manager for the past 5 years, helping to in-source all research activities and ensuring that the customer is at the centre of DVLA product development.
Video of Jamie’s talk