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

Building a human-curated brand

If the FANG (Facebook, Amazon, Netflix, Google) sector and their measured worth are the final argument for the successful 21st Century model, then they are beyond reproach. Fine-tuning masses of algorithms to reduce human touchpoints and deliver wild returns to investors—all with workforces infinitesimally small compared to the giants of the 20th Century—has been proven out.

Will Smith

Co-founder and head of new markets, The Plum Guide

Sustainability trends brands can expect in 2020

​Marketers have made strides this year in sustainability with the number of brands rallying behind the Not Business As Usual alliance for action against climate change being a sign of the times. While sustainability efforts have gained momentum this year, 2020 is shaping up to be the year brands are really held accountable for their work in this area.

Ben King

CSR manager & sustainability expert, Finder

The trouble with Scotty from Marketing

As a Marketer, the ‘Scotty from Marketing’ meme troubles me.

Natalie Robinson

Director of marketing and communications, Melbourne Polytechnic

It's a pretty interesting article to read. I will learn more about this company later.

Dan Bullock

40 staff and 1000 contracts affected as foodora closes its Australian operations

Read more

If you think it can benefit both consumer and seller then it would be great

Simon Bird

Why Ford is counting on the Internet of Things to drive customer engagement

Read more

It's a good idea. Customers really should control their data. Now I understand why it's important.

Elvin Huntsberry

Salesforce CMO: Modern marketers have an obligation to give customers control of their data

Read more

Instagram changes algorithms every time you get used to them. It really pisses me off. What else pisses me off? The fact that Instagram d...

Nickwood

Instagram loses the like in Australia; industry reacts positively

Read more

I tried www.analisa.io to see my Instagram Insight

Dina Rahmawati

7 marketing technology predictions for 2016

Read more

Latest Podcast

More podcasts

Sign in