#Contentsquare #Gaprise #BIGLOBE

Introduction

Gaprise Inc., a trading company specializing in Digital Business solutions, has announced the launch of a project aimed at enhancing customer experience (CX) for BIGLOBE Inc., a leading Internet service provider in Japan. Partnering with the digital experience analytics firm Contentsquare, located in Paris, this initiative seeks to maximize the effectiveness of online contract acquisition by improving user interface (UI) and user experience (UX).

Overview of the Project

The primary goal of this project is to refine UI/UX in order to significantly improve CX and boost BIGLOBE's online contract sign-up rates. The rationale behind this transformation stems from several existing challenges that BIGLOBE has faced before the introduction of Contentsquare:

1. Fragmented Tools: Currently employed tools are disjointed, leading to low analytical precision and high time costs.
2. Uncertain Effectiveness Projection: It has been difficult to quantify the expected effects of improvement measures and prioritize them effectively.
3. Lack of Measurement Clarity: There has been a challenge in quantitatively measuring the effects of initiatives, making it hard to gain consensus across involved departments.

Rationale for Implementation

During the ongoing website improvements, BIGLOBE’s team sought a more effective analysis method. They aim to deeply understand customer behavior and enhance online retention by addressing previously overlooked behavioral indicators.

By deploying Contentsquare, BIGLOBE can provide a comprehensive visualization of customer behavior after their visit to the site, thereby enhancing the understanding of customer psychology. This level of insights will allow for evidence-based hypotheses on precisely what changes are necessary and how to implement them.

Furthermore, the partnership aims to eliminate barriers within visitor journeys, empowering the team to devise improvements grounded in data that answer the critical question: