Online Panels to Explore Customers’ Experience of Information Gathering Platforms
In the Spring of 2013, Ethnoscapes Global designed and moderated a series of online panels for a major international news and information provider. We sought to understand the performance of various information gathering platforms that are accessed on a daily basis by news and information broadcasters, publishers, and online publishers throughout the world.
Over a period of 11 days, we organized four panels (each with fifteen participants from a range of over twenty countries) and provided them with three series of questions and activities. The questions were designed to help understand the customers’ experience with the provider’s content and organization, areas for content expansion, overall platform performance, and trends in multimedia and new platform support.
Our client used these research insights in product design and customer service modification strategies, as well as in developing new content. Due to the success of this initial project, our client plans to repeat this research bi-annually in order to continue to help improve and market the platform and content.