Identifying data patterns and mining insights about user behaviour to ensure maximum customer satisfaction
公司规模
Large Corporate
产品
- SQL engine
技术栈
- SQL
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 数据挖掘
- 分析与建模 - 实时分析
适用功能
- 质量保证
- 产品研发
用例
- 质量预测分析
- 根因分析与诊断
服务
- 数据科学服务
关于客户
The customer in this case study is a leading technology multinational company. The company operates in the Information Technology industry and has a large user base. The company has multiple products with various functionalities. The company was looking to improve its customer satisfaction by ensuring ease of navigation and user preferability. The company had huge volumes of user experience data and wanted to mine insights from this data. The company also wanted to improve its software quality and was looking for ways to identify patterns in data and make data cuts to suggest linkages in constituents which otherwise seemed to be absolutely disjoint.
挑战
Blueocean Market Intelligence’s client, a leading technology multinational, had huge volumes of user experience data and wanted to mine insights to enhance the user experience. The goal was to improve customer satisfaction by ensuring ease of navigation and user preferability. This included identifying patterns in data and making data cuts to suggest linkages in constituents which otherwise seemed to be absolutely disjoint. The client also wanted to give pointers to the software quality management team for ensuring better quality. The client was faced with key questions such as: Are users enjoying the experience as they navigate through the product? Is the GUI comfortable for the user? What causes bugs? How can the User Interface (UI) be improved?
解决方案
Blueocean Market Intelligence collated requisite data points on the SQL engine. There were five products with multiple functionalities. The available user data was correlated with various other pieces of information to drive meaningful insights. Based on frequency of occurrence of events, usage reports were prepared. These reports included slicing and dicing of data and analyzing different data points giving information, which was otherwise hidden. Also, root cause analysis was conducted for uncovering bugs and finding plausible solutions for bug fixing. Finally, dashboards were prepared for intuitive representation of information. For each of the functionality, user behavior was compared across products. For each of the product, analysis was conducted across various versions. The client approached with questions about user preferability of different applications. Using expertise in data analysis, Blueocean Market Intelligence prepared reports with key findings from the data pointers. Along with the important findings, recommendations were given for impactful execution.
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