UTRLAB

BACKGROUND

Introduce your business and what you do there? 

I'm the UX and interactive technology manager at Turkcell, a large telecommunications company in Turkey.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with UTRLAB?

We needed someone to gather feedback from users and conduct UX research to help us improve our services.

SOLUTION

What was the scope of their involvement?

UTRLAB is our research partner. The team conducts research, presents their findings, and tests those findings. Then, they collaborate closely with our internal team to improve our products' UX. 

What is the team composition?

We have a project manager and a dedicated teammate. Depending on the need, additional team members are assigned to specific tasks.

How did you come to work with UTRLAB?

We followed the company procedure by first assessing several companies. UTRLAB ended up having the best quality work and the most reasonable pricing. We also appreciated their level of experience and connections with universities.

How much have you invested with them?

We spent $50,000–$100,000.

What is the status of this engagement?

The project started in March 2015, and it is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Since we started working with UTRLAB, we've seen an improvement in user feedback and ratings. We're satisfied with their performance and our partnership.

How did UTRLAB perform from a project management perspective?

The team is adaptable to our needs and communicates very well. Together, we devise an annual plan that details how many tests they will do. Additionally, we have monthly meetings to ensure we're staying on track.

What did you find most impressive about them? 

UTRLAB does a great job gathering helpful information that helps us improve our customers' experiences. Their pricing is also better than their competitors.

Are there any areas they could improve?

They could expand their workload capacity by hiring more researchers. However, it's a minor issue.

Do you have any advice for potential customers?

It helps if you have internal researchers to collaborate with UTRLAB and help with the research. Additionally, clearly define your expectations and communicate regularly with them.