The Avid Customer Experience: An open letter to our customers

[Avid]

Earlier this year, we combined Digidesign.com and Avid.com into a single unified site. Our intent was to create a site that would provide customers improved navigation, better organization, and an overall customer experience that allowed you to find what you were looking for more quickly and easily. Since then you have been providing us with invaluable feedback through your comments and survey responses. As we reviewed your feedback it was clear that we still have a lot of work to do before we can feel good about achieving our intended goals.

We remain committed to providing you with the best possible customer experience when visiting an Avid website. To do this successfully, we understand we need to change the way we define, design and develop our on-line web capabilities. We are partnering with a user experience firm to assist us. Before we begin to implement any further changes, we are conducting a study to help us better understand how you use our web sites currently, as well as gain your input on how we can improve your on-line experience in the future.


How can you help?

Over the coming weeks we’ll be conducting 'usability feedback sessions' with customers. The session will take approximately one hour and will be facilitated by an external consultant specializing in customer usability. If you are interested in participating in a session, you'll be asked to respond to a series of questions and complete tasks you feel are critical when visiting the Avid site. The usability consultant will observe and capture your feedback throughout the session.

Avid sites include the following brands and products:

1. Avid
2. Digidesign
3. Pinnacle
4. M-Audio
5. Sibelius
6. Euphonix
7. Pro Tools
8. Media Composer
9. VENUE
10. Torq DJ

If you are interested in participating in the usability study, please complete our questionnaire. You can expect a response within the next several business days.

We thank you for your participation and continued support of Avid.