LTSA provides products and services to a wide range of customers including legal professionals, land surveyors, realtors and other professionals, as well as local governments, provincial agencies and property owners. While each of these groups has different needs and accesses LTSA services in different ways, across all customers there are commonalities that define our service approach.
Customers want to complete transactions easily and accurately and are looking for information and data that will help them make informed decisions. Customer feedback is critical for helping LTSA to maintain accountability, to learn how LTSA can improve and to inform business priorities.
Using ongoing feedback from customers, LTSA introduces iterative changes that address the unique needs of different customer segments, improving the efficiency, accuracy and security of LTSA products and services. Here, Jenny, Lead Designer, User Experience (UX), tells us a little about how this works and why it’s so important:
What does the customer consultation process look like for the UX team?
We ask questions of our users that will not only benefit our future products but allow us to better understand ways we can improve. By using customer feedback, the team is able to develop and improve features for new or pre-existing products and constantly evolve and adapt to ensure that LTSA is on the right track. We want to stay up to date on what our customers are experiencing and translate this information into relevant updates or future product upgrades.
How does the conversation between customers translate to customer-facing updates?
Through customer consultation and usability testing, LTSA is able to collect a vast amount of valuable information from those that use our products. On top of receiving feedback from services that already exist, the UX team seeks feedback during every stage of product development. By doing so, we can build, maintain, and improve a system that is prepared for our customers’ needs.
What do you believe is the key to ensuring consistent improvement?
By engaging with customers and conducting research on a regular basis, the UX team ensures we are keeping in touch with our customers’ needs and their feedback is being heard. We also make sure that each department has access to customer feedback and relevant information to leverage improvement opportunities.
Whatever we create for our users has to at least be on par or better than things they already use.
Many thanks to Jenny for this insight into our customer consultation process. By incorporating feedback from our customers, LTSA continues to improve the functionality and workflows within LTSA’s systems, increase the efficiency of land title and survey submissions, help customers reduce defects on land title submissions, and improve and expand online services to simplify the transaction process.