CTI Digital has announced the successful completion of a recent collaboration with British Gas.
The project, completed last month, utilised CTI Digital’s state-of-the-art UX lab and experts to conduct research on British Gas’s live chat widget, Cosmo, and inform future AI chatbot initiatives.
The collaboration marked a significant step forward for British Gas’s commitment to user-centred design: “We believe that UX research is critical to developing products that truly meet our customers’ needs,” said Richie Graham, user research manager at British Gas. “Partnering with CTI Digital for this project allowed us to gain valuable insights into how users interact with our live chat widget, Cosmo. This information will be instrumental in shaping the future of our chatbot initiatives and ensuring a positive customer experience.”
CTI Digital’s purpose-built UX lab is designed to simulate a comfortable and familiar environment for user participants. Equipped with cutting-edge technology, including room cameras, screen capture, microphones, and advanced eye-tracking capabilities, the lab allowed researchers to capture every user interaction with the utmost precision. This comprehensive data collection facilitated in-depth analysis and the extraction of valuable insights.
“We were thrilled to partner with British Gas on this exciting user research project,” added Michael Ashworth, director at CTI Digital. “Our UX lab, coupled with our experienced team of researchers, provided the ideal platform for British Gas to gain a deeper understanding of their users’ needs and preferences. This knowledge will be instrumental in the development and optimisation of their digital products, ultimately leading to a more seamless and satisfying customer experience.”
