Usabilla

Usabilla empowers brands like Virgin Australia, Telstra and Mecca to become truly customer-centric by improving digital experiences on websites, apps, and emails. Enterprises acquire the ultimate solution to capture the voice of their customers, collect quantitative along with qualitative data, and turn insights into actions that drive success. With Usabilla, start asking Why.

Customer Success Story - Charles Sturt University

Usabilla has helped CSU gain greater clarity into what users think, gauging their sites current success and guiding the development process in creating more engaging user experiences.

Overview

Established in 1989, Charles Sturt University is #1 for graduate employment and Australia's leading regional university.

With approximately 44,000 students, including more than 25,000 studying online, CSU delivers over 400 courses each year supported by around 2000 full-time equivalent staff. 

Key Takeaways

  • Delivering real-time user feedback to the development team has helped embed user feedback as an integral part of the design process removing the friction between UX, Design and Development. 
  • The integration with Jira means feedback is automatically routed to the right team member ensuring that action is taken quickly and efficiently. 
  • Closing the user feedback loop ensures continued user engagement with the process.

The Challenge

The CSU Web Office is responsible for the design and development of CSU’s numerous web environments spread across a range of user communities including internal faculty, learning environments, student recruitment sites, research portals and staff websites. 

From attracting new students to better engaging with existing students and faculty, user feedback is a vital component of CSU’s web strategy.  

In order to remain competitive in a rapidly evolving digital world, CSU needed to find a better way of collecting user feedback and making it an integral part of the development cycle.


With so many different websites, supporting the needs of such a vast array of website visitors, finding a time and cost-efficient way of gathering user feedback across all our stakeholder communities was key. 

Paula Woodhouse User Experience and Design Manager, CSU 


The Solution

CSU implemented Usabilla’s Website Voice of Customer solution which empowered them to put the user at the centre of their digital development process. For example, CSU recently gathered over 150 pieces of user feedback to inform their website redesign and go-live process. 


User validation is a key component of the CSU web strategy and while this has traditionally been a time consuming, manual process for us, the introduction of Usabilla  means we are now able to gather feedback from each step of the user journey delivering a constant stream of insight back to the development team enabling them to continue to improve that journey in line with user expectations.

Paula Woodhouse User Experience and Design Manager, CSU 


Usabilla is part of CSU's project management framework, and is routinely enabled (in the form of customer satisfaction and user feedback) at key points as part of all new websites delivered. 

Integrating Usabilla with CSU’s existing Jira implementation has further streamlined the user feedback process enabling the development team to capture insights and seamlessly schedule the required action within a familiar environment.

Usabilla has helped CSU to:

  • Better engage with their user communities, bringing them along on the digital journey by not only providing them with a voice but ensuring they know it is being heard. 
  • Create a greater awareness and understanding of user insights as a result of receiving feedback directly from the user. 
  • Replace costly, time consuming methods of user feedback collection with a simple-to-use real-time solution that delivers immediate access to key insights.
  • Put user feedback directly into the hands of the development team. 
  • Create user environments that are truly reflective of the users needs.

Usabilla has helped CSU gain greater clarity into what users think, gauging their sites current success and guiding the development process in creating more engaging user experiences. 

Usabilla has been instrumental in opening up a direct channel of communication between CSU’s development team and users, providing the necessary ‘user’ context they needed in order to continue to create the best user experiences. 

To find out more about Usabilla, click here.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

Launch marketing council Episode 5: Retailer and supplier

In our fifth and final episode, we delve into the relationship between retailer and supplier and how it drives and influences launch marketing strategies and success. To do that, we’re joined by Campbell Davies, group general manager of Associated Retailers Limited, and Kristin Viccars, marketing director A/NZ, Apex Tool Group. Also featured are Five by Five Global managing director, Matt Lawton, and CMO’s Nadia Cameron.

More Videos

Hi,When online retailers establish their multi channel strategy and they are using or will to use live chatbot to support their customers...

Alice Labs Pte. Ltd.

CMO's top 8 martech stories for the week - 6 May 2021

Read more

Thanks for nice information regarding Account-based Marketing. PRO IT MELBOURNE is best SEO Agency in Melbourne have a team of profession...

PRO IT MELBOURNE

Cultivating engaging content in Account-based Marketing (ABM)

Read more

The best part: optimizing your site for SEO enables you to generate high traffic, and hence free B2B lead generation. This is done throug...

Sergiu Alexei

The top 6 content challenges facing B2B firms

Read more

Nowadays, when everything is being done online, it is good to know that someone is trying to make an improvement. As a company, you are o...

Marcus

10 lessons Telstra has learnt through its T22 transformation

Read more

Check out tiny twig for comfy and soft organic baby clothes.

Morgan mendoza

Binge and The Iconic launch Inactivewear clothing line

Read more

Blog Posts

Getting privacy right in a first-party data world

With continued advances in marketing technology, data privacy continues to play catchup in terms of regulation, safety and use. The laws that do exist are open to interpretation and potential misuse and that has led to consumer mistrust and increasing calls for a stronger regulatory framework to protect personal information.

Furqan Wasif

Head of biddable media, Tug

​Beyond greenwashing: Why brands need to get their house in order first

Environmental, Social and (Corporate) Governance is a hot topic for brands right now. But before you start thinking about doing good, Craig Flanders says you best sort out the basics.

Craig Flanders

CEO, Spinach

​The value of collaboration: how to keep it together

Through the ages, from the fields to the factories to the office towers and now to our kitchen tables, collaboration has played a pivotal role in how we live and work. Together. We find partners, live as families, socialise in groups and work as teams. Ultimately, we rely on these collaborative structures to survive and thrive.

Rich Curtis

CEO, FutureBrand A/NZ

Sign in