Case study
SEEK Learning
Customer experience consulting, 2008
Client needs: Despite its success, SEEK's Learning business wanted to define and deliver a program of improvement in customer experience – from end to end.
Sitegeist delivers: A six-month engagement with a broad brief: identify ways to improve customers' experience of the SEEK Learning site and the brand. Work included research on rapid-contact call centre techniques, refinement of the site's communication with its target audience, improved customer experience in the vital IT certifications area (including information architecture and navigation changes), and a more refined and nuanced approach to customer communication.
This was an exciting – and very fruitful – collaborative experience. Sitegeist believes in the power of sharing, and the interaction between us and the clever SEEK Learning folks made us all smarter. How good is that!
Testimonial:
"As our Customer Experience Consultant, John has examined a broad range of strategic and tactical issues related to our online customer experience. We've come away with much deeper, clearer understandings of what drives our business - and where we can take it. John is like a super-laid-back guru - it's easy not to notice how much you learn from him. The intelligence, experience and creativity he's brought have been awesome. John Ryan has my highest recommendation."
Mike Efron, Manager of Web and Marketing, SEEK Learning Pty Ltd
Learning UK content development, 2008
Client needs: Content creation for SEEK Learning's new UK site – a launch in the thriving IT certifications market.
Sitegeist delivers: On the back of its domestic Australian success, SEEK set up shop in the UK offering its Learning services (career consultation and IT certification course on-selling). Sitegeist provided general and career-specific content, including descriptions of IT specialisations, specific course overviews and statistics regarding IT careers in the UK.
Targeted content overhaul, 2007-8
Client needs: Insights, ideas, research and content development for a quality-focussed overhaul of SEEK Learning's career overview pages.
Sitegeist delivers: A six-month project where we defined and implemented a unique approach to understanding customer need and communicating with visitors to SEEK's successful Learning portal. Sitegeist conducted extensive interviews with site managers, sales teams and customers on-site in Melbourne and Sydney. We scoped and produced a structural overhaul of content, providing business case assistance and delivering the final copy, targeted to specific user groups.
Our work contributed to a deeper understanding of SEEK Learning's diverse customers.
Testimonial:
"For our project to upgrade the engagement value of our website, John acted as part thought partner; part conceptual organiser; and part content developer. He performed each of these roles with his usual combination of acute insight, natural curiosity, intellectual rigour and eye for quality. I tried - and failed - to hire him as a result."
Mike Efron, Manager of Web and Marketing, SEEK Learning Pty Ltd
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