Our 13-year History
Over the years, Phillips Consulting has played the role of development partner to Banks and other organisations in Nigeria with online presence, through our proprietary Digital Jurist platform. pcl. is experienced in assessing digital touchpoints. We have conducted eight (8) assessments across organisations in the Financial Services, Insurance, Telecommunication and Aviation industries, as well as State Governments and Government Parastatals, over the last 12 years.
The Web Jurist® rating was rebirthed as Digital Jurist to incorporate newer digital touchpoints. Digital Jurist is fashioned to accurately gauge the effectiveness and usefulness of customer-facing websites and other digital platforms in Nigeria, taking into consideration the evolution of websites and the diversification in customer channels in the digital economy. The tool is constantly refreshed for effectiveness and relevance within the current contextual digital environment.
The Tool
The Digital Jurist ® evaluation tool used for the ratings was developed using intelligent algorithms, and the process entails a step-by-step web analysis using detailed criteria designed specifically to evaluate the effectiveness and performance of digital platforms. These criteria are:
UI/UX
This refers to the user interface, user experience and accessibility of the digital touchpoint. The UI/UX aspect examines the following:
- Aesthetics of the site, such as appropriate use of colours
- Consistency in design and branding
- Quality of multimedia contents on the site
- Adherence to key design and navigation principles such as minimalistic designs
- Effective use of icons, legibility of text, proper use of navigation controls
The introduction of the accessibility aspect is a significant upgrade in the Digital Jurist tool. It examines how easy it is for people with disabilities and people with limited knowledge of the English language to use a platform. It is essential to ensure inclusiveness in the development of these touchpoints.
Technical Aspect
This focuses on the performance, functionality and security/privacy of the various digital touchpoints. This criterion examines the following:
- The responsiveness of the digital touchpoints such as compatibility with different web browsers and devices and search engine optimisation
- The functionality of interactive and processing-focused controls of the digital touchpoints such as forms, search and portals on the touchpoint
- The level of validation and accuracy in the operation and output of interactive controls on the touchpoint
- The level of security and privacy of a digital touchpoint such as the use of SSL/TLS certificates, authentication controls, and the level of encryption
- The use of privacy policies and compliance with standards such as such as the NDPR and GDPR
Customer Engagement
This covers the customer service, support and marketing aspects of various digital touchpoints. It assesses:
- The extent to which digital platforms are adapted to attract, retain and grow online customers for the organisation
- The efficiency of support services and feedback mechanisms available to customers on the digital platform
- The availability of contact information such as phone numbers, emails, office addresses and links to other digital touchpoints
- The incidence resolution capability of the digital touchpoint by assessing the availability and effectiveness of chatbots, live chats, feedback forms and FAQs on the digital touchpoint
- The availability of relevant market information, product ads, analytics tools, email subscription and notification as well as sharing links on the digital platform
Content
This criterion evaluates how engaging and updated the contents on a digital platform are. This criterion assesses the presence of blog post, surveys, reports, newsletters, press releases and downloadable materials. It also considers the accuracy, relevance of the information to the sector, as well as the timeliness of the content.
