Sportsbet UCD Principle: Understand the Context
Understanding the context of our customers has always been important, but in the age of mobile it is even more important.
The environment that our customers are in has substantially changed over the years. No longer are they all at the track or pub. There are more and more things in their environment bidding for their attention while they are watching a game they could be also checking social media, getting alerts to different things and checking stats on other games. Considering all of those environmental factors will help understand the goals of our customers and what barriers to achieving the goals that we need to help customers get over.
Customers come with baggage which it is important to consider as it has a large impact on the experience. It helps us to understand the expectations that they bring and patterns that they might be used to.
Understanding this context will enable you to have better empathy with our customers and better serve them.
