Reviews and reports

Online content usability review

We assess your content against:

Benefits from a content review

1. Make immediate usability fixes on a discrete area of content.
2. Ripple learnings across other content.
3. Show stakeholders how content uplift improves visitor experience.
4. Assess how much extra time is needed for content.
5. Decide if staff would benefit from further training.
6. Inform your content strategy.

What’s covered

We can review up to 100 pages, highlighting specific content issues and themes for strategic improvement focus. Reports cover:

  • readability, accessibility and usability recommendations
  • duplication, style inconsistency, out of date and low quality content

When to get a review

An external view is useful at any time. But particularly: before launch, if you’ve taken over a site, or when creating a maintenance schedule.

360º content analysis

We review customer interaction points with your product or service across all online and offline channels, from path to purchase through transaction to delivery:

  • online and digital: web, social, e-newsletters, confirmation emails, e-receipts, account set up, password reminder emails, error messages, terms and conditions
  • postal: leaflets and brochures
  • mobile: text notifications and alerts
  • product: labels, on-product copy, ingredients list, instructions

Why you need a holistic report

An all-channels content analysis will give you 360º insight into how customers experience your brand. This will give you a strong understanding of where content is working for and against you.

Our analysis is usually carried out remotely. On completion we share the full report with you and present top level findings to your team. We include advice on sustainable methods for discovering and meeting your customers’ content needs.

What’s covered

Reports include audit all content touch points in your service. They include:

  • log of content-related customer pain points
  • rating for ease of understanding, accessibility, readability and inclusivity
  • how content fits your brand and its tone at each touch point
  • content suggestions to improve end to end customer experience

When to get a 360º content analysis

Again, it’s worth getting external feedback on your content at any time, from customers or a content professional.

But, if you’ve committed a large budget to develop a particular product or service, or if you’re planning a marketing campaign, those would be a particularly good opportunities.