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Calendar   2 June, 2023 //

Engineering Excellence Explained: Customer Analysis

Barry Fisher, Founder and CEO at Pivale - a man with dark hair, a neat beard, moustache and glasses.

Written by

Barry Fisher

Founder & CEO

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If you’ve been reading our blog lately, you’ll have seen our recent post on engineering excellence. If you haven’t - there’s still time to check it out before you get stuck into this one.

Put simply; engineering excellence is the processes and systems applied for every client project that the Pivale team undertake. That means every website we create must be:

  • Secure
  • Fast
  • Resilient
  • Responsive
  • Up-time monitored

But there’s so much more to our projects than just the build.

Today I'm going to tell you about how we help our customers with inward-facing and outward-facing analysis. This includes how we review their processes, their needs and ambitions, and their own customers’ personas and user journeys to ensure all solutions are fit for purpose and tick every box - and then some.

The challenges facing businesses like yours

During the initial consultation stages, there’s a lot for us to cover. Once the teas, coffees and biscuits are out of the way - the real work starts.

We want to know about your customer journey - and what it’s like for people to do business with you. If they’re struggling to use a website, or not getting the high-level service they’re used to - you’re damaging your reputation and risking those customers going elsewhere.

As businesses, there are always challenges that require solutions. Those can be split into the outward facing and the internal. From struggling with conversion rates, repetitive tasks/processes that are costing valuable time or simply outdated systems - they’re all going to cause a different, acute headache.

Once you remove human emotion and company politics, we believe that all problems are engineering problems in some way, shape or form. You just need the right support to engineer a long-term solution.

What you’re risking…

Using antiquated systems or software causes problems. That’s a fact. Just ask the NHS!

By using an off-the-shelf solution, data on COVID test results was lost. The data error, which led to 15,841 positive tests being left off the official daily figures, meant that 50,000 potentially infectious people might have been missed by contact tracers and not told to self-isolate.

That’s pretty serious. And all because of a spreadsheet. This is an example of those engineering problems we mentioned just a minute ago - having real-world impact on thousands of people. But if they were using a bespoke, tailored system, it likely would never have happened.

P.S. Not to say we knew stuff like this was a risk, but we wrote about it a few years ago. At the time, we said “Spreadsheets are a wonderful tool when used correctly. But when they're not, they can expose your business to significant, unnecessary risk, putting one of your business' most valuable assets – data – in harm's way.”

The light at the end of the tunnel

You might be feeling a little down after the doom and gloom. But fret not - we’ve got the answer.

Pivale ensure organisations are constantly executing best practice with their digital systems - that’s how we engineer excellence. But how does it work?

Firstly, we know it’s a dirty word, but nothing beats a good old-fashioned consultation. We’ll undertake a thorough, objective review and discovery process. This will be via workshops with staff, customers, informal conversations and formal, structured workgroups with a selection of stakeholders. We want to get under the skin of your business so we can best help you.

We want to understand:

  • What do your clients want
  • What do your clients need (sometimes NOT the same thing)
  • What's the next step for them (NOT you)
  • Is there a mismatch at any point in the "buying process" between what your client needs and what you need?
  • Are you trying to go too fast, too soon and need to take them with you more effectively?
  • User experience (UX), including user journey mapping
  • Persona mapping - including, are you missing opportunities/leaving money on the table by not delivering your messages to all potential audiences?

Then, we get to work turning complex problems into workable action plans. Your solution moves from our minds to paper and then from paper into reality.

Why Pivale are trusted the world over

Over the 15 years we’ve been in business, we’ve overseen big changes for a lot of businesses. With our commitment to objectivity, customers can be sure they’re getting the best answers to their most pressing problems - and their customers, stakeholders and communities will feel the benefits for years to come.

Complex problems for you may not be complex for our team. We hold ourselves accountable to fix problems - it’s what we love. Working together, we build creative solutions that are wholly unique to your needs and leave no margin for error in our final product.

Our team will only suggest things we know will deliver impact. It’s our priority to achieve the greatest impact possible for your business, now and in the future.

Free yourself

Ready to take the first step? Great. We’d love to chat. Let’s get started- we’ll get the kettle on.

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Barry Fisher, Founder and CEO at Pivale - a man with dark hair, a neat beard, moustache and glasses.

Written by

Barry Fisher

Founder & CEO

Barry is our founder and CEO, responsible for delivering on our mission statement and ensuring return on investment for our clients. Barry oversees the majority of our software projects. Barry is a Business degree graduate of Middlesex University London.

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The Pivale team, from left to right - Adam Keywood, Daniel Johnson, Barry Fisher, Darren Fisher, Pri Scarabelli and Jules Manning.

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