Good decisions require evidence that a team can rely on and get behind.
We specialise in qualitative research with customers, staff and communities, that is validated through qualitative and desk research.
Our approach is to conduct the right research at the right time, making use of AI and internal teams to develop a hypothesis state based on existing information.
This is followed by research with users. A sample of target customers are chosen to validate the hypothesis and allow for deeper analysis of the specific issues.
The methods depend on the questions and the customer groups: interviews, focus groups, diary studies, contextual enquiries, moderated and unmoderated testing.
Current state performance is benchmarked where possible during research so future changes have a starting point to measure against.
We are trained in conducting research with vulnerable cohorts.
Research
We specialise in qualitative, quantitative and desk research aimed at providing the evidence needed to make change or move forward in a particular direction.
Good for
Decisions that rest on an assumptions
Understanding why a service, product or process is not working
Taking a new product or service to market
Strategy, service design and operating model work that needs evidence
What we do
Agree the question and what decision the research has to inform
Choose the research methods to fit the questions and customers
Research with customers, staff and the community, in the places where the experience actually happens
Combine what people tell us with your business data, and compare to external data so needs and costs sit side by side
Synthesise into frameworks and findings the business can act on
Test the findings back with the people who took part and with your teams before anything is finalised
What we deliver
Findings and insights built for you to act on
Needs-based segments or personas, grounded in what people said and did.
Customer and staff journeys showing where value is created
Concept and proposition results: what to pursue, what to drop, and why.
A narrative for the executive and the teams, and a working session to decide what happens next.
Our other services
Co-design & Service Design
Improve the customer experience and the operations behind it
Strategy
Determine organisational direction and a roadmap
Operating Model Design
Get change moving across the silos
Case Studies
Insurance - customer segments and CVPs
Designing segments and propositions for SME customers
Film- product/market fit
Determining whether a new idea has product/market fit
Government - service design
Redesigning operational policies to be customer centric
Have a problem you’d like help solving?
We’d love to hear from you.