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

Blog Posts

Does your brand need a personality review?

There are five tell-tale signs your brand needs to take a long hard look at itself.

Charlie Rose

Senior Strategy Consultant, Principals

How to create profitable pricing

How do we price goods and services? As business leaders, we have asked ourselves this question since the history of trading.

Lee Naylor

Managing partner, The Leading Edge

Sport and sponsorship: The value of event sponsorship

Australia’s cricketers captured the nation’s attention during their recent run to the semi-final of the ICC Men’s World Cup. While the tournament ultimately ended in defeat, for over a month it provoked a sense of belonging, hope and empowerment for millions of people across Australia. Cricket, and sport in general, has a near-unique ability to empower individuals, irrelevant of their background, demographic or nationality.

Nikhil Arora

Vice-president and managing director, GoDaddy India

I should check these guidelines. I think it's important for me. Thanks for the info!

Juana Morales

IAB releases social media comment moderation guidelines

Read more

I didn't know about that. Thanks!

Jamison Herrmann

Twitter 'recap' helps you catch up with missed tweets

Read more

😂😂😂😂😂😂😂😂

Max Polding

What it takes to turnaround an iconic Australian brand

Read more

I spend a lot of time in my professional life as a provider of marketing solutions trying to persuade customers that CX, UX, UI and Custo...

sketharaman

Gartner VP: Why CMOs and CIOs must band together to make CX a discipline

Read more

I live the best deals at LA Police Gear.

Tyrus Rechs

6 Ways to ramp up Social Media to Your Web Design

Read more

Latest Podcast

More podcasts

Sign in