why you need it
Without really understanding your customer needs and preferences, you cannot be customer centric.
It may sound obvious, too many organisations still operate based on assumptions without doing proper research.
Truly understanding your customer needs along your customer journey is the foundation for managing your customer excellence but also provide the key insights for your commercial and operational excellence.
what we offer
customer (journey) research
Understand your customer!
Using quantitative and qualitative customer research methods and data analysis, we provide holistic customer insight into the customer needs and preferences, all in the context of your service offering and channels along the customer journey.
This enables us to facilitate prioritisation of the identified opportunities and potential initiatives or solutions in co-creation with your teams.
We can deliver this in classic customer journey format, customer profiles or in a journey management tool that you use or want to start using. If you prefer to do this in your own team, check our in-house offering below.
design of digital services
If you are looking to design a new digital service or optimise or re-design an existing service. We help you understand customer needs and channel strategy to design a concept and MVP in order to validate the design and deliver the UX design for implementation in agile sprints.
If you prefer to do this in your own team, check our in-house offering below for UX researchers & designers.
proposition validation
Validate your value proposition with customers before you spend much of your budget to implement or launch it in market. We help facilitate the focus, research and design iterations so you can de-risk and confidently allocate development & GTM budgets.
channel strategy & optimisation (CRO)
If one or more of your channels are not performing as desired, work with us to refocus the channel strategy from a customer journey perspective and perform data-drive design iterations to improve the performance such as traffic and conversion.
in house designers & researchers
If you have your own design or research team and just need extra pair of hands, we can provide our researchers, service designers or UX designers to work inside your own internal teams. Get in touch and ask us for our available profiles based on your needs.
employee experience
Designing a great experience for your employees just us as important as for your customers. We follow almost the same approach. Contact us for researching the employee journey and designing the digital tools they need to use in their daily work.
client case
customer research and robust application redesign at EIB
By partnering with us, EIB aimed to enhance its digital tools to better serve its stakeholders through user-centric design and research-driven insights.
the bottom line of customer research & optimisation
1.No more assumptions
Understanding your customer enables you to stop guessing, confidently prioritise your efforts and de-risk your investments.
2.Validated design
Even when you understand your customer, the resulting design may not work, test and validate so you can optimise till it works.
3.Innovation opportunties
Customer research will not only help you optimise what you have but also identify needs & opportunities for new services.
Annemijn Pille
Sr. Business Development consultant