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Customer Experience

Improving customer experiences positively impact sales, loyalty, referrals, and use. FMG employs rigorous research approaches to understand and measure theoretical and real engagement moments between customers and products, service, and policies. And our Customer Experience (CX) solutions enable organizations to build impactful and valuable experiences for your users.

FMG's usability experts have improved products and experiences within many different industries using customized approaches—whether they are websites, apps, interactive voice response systems, forms, call-center processes, or business portals and dashboards.

FMG has provided user experience research and custom solutions for public and private sector organizations, ranging from Government agencies to national and global technology companies and financial institutions.

Partner With FMG

Kinsey Gimbel

Director, Customer Experience

Examples of Our Methods

  • Focus Groups
  • In-Depth Interviews
  • Ethnographies
  • Experimental and Quasi-Experimental Designs
  • Surveys
  • Usability Testing
  • Human-Centered Design Research
  • Customer Needs Analysis
  • Journey Mapping
  • Card Sorting
  • Plain Language Review
  • Form Design and Testing
  • Eye Tracking
  • Electrodermal Activity (EDA)
  • Observational and Field Research
  • Remote and In-Field Testing
FMG Lab
Computer lab 02

Innovative qualitative and quantitative research.

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