How do you get a company to fix customer satisfaction and performance issues when there are multiple stakeholders? First, you must identify what is already known but not necessarily communicated broadly. Second, you must plan how to gather information that is needed to identify problem areas. Then third you execute or make the changes to improve the top issues.

Red Sky conducted twelve digital interviews with key stakeholders at a Global Travel company, across the marketing, sales, IT, e-commerce, quality assurance and executive team. We discovered these key issues:

• How do you streamline the booking process for the Company’s mobile app?
• What blocker’s to booking did customer’s experience?
• How can industry best practices be incorporated into the design of the Company’s App easily?
• How could the company prioritize usability issues they had in their backlog?
• What was needed to help with internal and external team communications across departments?

To better recognize the Company’s needs, Red Sky held one-on-one interviews with twelve key stakeholders representing different roles and departments. The goal was to obtain essential information about what was already known about the organization’s processes and were the problem areas were from. The requirements gathering gave us a starting point for where our efforts needed to be focused.