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Although we craft each engagement based on the unique needs of our client, our work utilizes four key offerings:
Customer Research
To help our clients discover and act on new insights about their customers, we
- Delve into the backstory that led our client to initiate this research
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Engage with customers in their own context, uncovering behavior and the beliefs that drive behavior
- Synthesize new insights that lead to recommendations for new products, services, features, communications, and more
- Work with internal teams to evolve these recommendations into new initiatives
FacilitationUsing our experience in design, corporate training, improv theater, and teaching, we lead ideation sessions that help teams with both divergent and convergent thinking.
Innovation Process Improvement
To help our clients discover and act on new insights about themselves, we
- Audit existing processes, organizational structures, and artifacts
- Interview and shadow product development contributors and supporting staff
- Identify improvements and underutilized best practices
- Work with internal teams to evolve these recommendations into new initiatives
Training
We provide training in customer research methods for corporate clients and professional groups. Read more about our training and presentations here (PDF).
Recent Projects
| Business Problem |
Key Insights |
Results |
| A leading consumer electronics company asked us to look at the future of mobile music devices and accessories.
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We recognized that our client was limited by an artificially segmented market perspective and identified a holistic perspective based on how customers were using and thinking about their products. |
We conducted a two-day ideation session that brought together our client’s designers, product managers, engineers, and marketing staff. In cross-functional teams, they developed hundreds of new concepts grounded in the research findings and have repopulated their new product pipeline.
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| Hewlett-Packard came to us for help in effectively leveraging their customer research efforts.
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We found that HP was struggling to force-fit their findings into existing paradigms rather than letting the data itself determine the correct framework. This limited their ability to bring new insights all the way through the design process. |
We provided examples of user models that were created with real customer data, and recommended process improvements such as interactive environments to house research data and storytelling sessions to share results across the organization. |
| Nestlé’ asked us to help them better understand how new mothers were preparing infant formula. |
Although Nestlé’ assumed that feeding was an idyllic bonding moment, it was typically fraught with stress. Parents made significant efforts to optimize in order to prevent or minimize that stress. |
We identified opportunities for Nestlé’s packaging to move beyond “powder in a can” and support the feeding ritual by reducing steps and providing more feedback. |
Next > See how these services benefited our clients
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