Measuring the quality of services

Web analytics and measuring usability via user tests are good combinations that enable you to gather both quantitative and qualitative feedback on whether a new web design helped improve the service or an old design needs improvement. We will help you go beyond basic web analytics (visitor count, search terms, average time spent on the site, etc.) by setting up Google Analytics and Piwik to measure the most critical metrics. We design dashboards that provide a clear overview of the web statistics, problems, and instructions on how to solve those problems. We can also interface the dashboard to work with other databases to display a complete picture of all the essential management metrics.

Accessibility for as many people as possible, including older people and people with special needs, plays a massive role in the usability of websites. We test digital environments to measure how well they meet the EU’s accessibility standards by accounting for the possible limitations of the user (e.g. hearing, vision or mobility impairments), assistive technologies, screen sizes, and input methods. We can provide recommendations for changing the website’s code and create the appropriate development tickets if requested.

Various Atlassian tools and solutions might appear handy when implementing services and processes and tracking quality. For more efficient process management and communications, our consultants and designers can help you set up intranets and work environments for help desk services, resource management, and time tracking; also to implement a tracking solution for the Estonian Information Security Standard (E-ITS) and much more.

Neuro UX is the next step in user tests that utilises neuroscience methods to explore user reactions and stances through various tasks and stimuli. By using Neuro UX, you can find out what people genuinely think of your test product.

To measure how the improvements made to the web platforms affect the usability and user experience of the website, we put together and set up metrics and created a concept for composing a usability dashboard.

We conducted user tests and a quantitative feedback survey to identify the platforms’ users’ habits, bottlenecks they came up against, and their expectations. We agreed on the metrics for the business needs, configured them in Piwik Pro and created KPI dashboards.

The Consumer Protection and Technical Regulatory Authority supervises the compliance with digital accessibility requirements and monitors 100+ Estonian public sector websites and mobile applications every year.

In 2021, 2022, 2023, and 2024, we helped perform comprehensive monitoring by testing websites and mobile apps with multiple devices, screen readers, keyboards, voice commands, and various automated accessibility testing tools.

We helped to implement software for managing production processes and developed an intranet, both of which help to facilitate project management, the management of appeals from different parties, getting an overview of different works, and document management.

We started by mapping out the whole production process by departments, then developed a concept for the solution, tested that in the working environment, created automations for creating different work tasks, designed the final solution, and helped to implement it by training and advising its users. We also developed an intranet that makes internal communications more efficient. We first conducted a workshop to determine the main bottlenecks in the company’s information exchange and then prototyped, tested and designed the final solution.

We helped make budgeting and reporting much easier than it had previously been, which enables the company to operatively react to market demands by managing their resources efficiently and optimising their processes.

By using Roibot Finance and Microsoft Power BI, we gathered data from different sources to visually display important production and financial indicators as well as budget forecasts and to keep track of the company’s various metrics.

By using artificial intelligence, we helped Rimi Baltics to enhance the speed and simplicity of analysing feedback which helps them to quickly identify and react to any problem areas. This in turn helps ensure a good customer experience for Rimi’s customers.

We created a universal language model tailored to process inputs in five languages: Estonian, Latvian, Lithuanian, Russian, and English. Following this, we devised a sophisticated classification algorithm, which sorted the incoming feedback into relevant categories. We then validated and trained the algorithm and helped to integrate it into Rimi Baltics' business processes. The necessary feedback now reaches the appropriate store and personnel promptly, while conserving approximately 1000 man-hours.