Accelerating Customer Understanding

Our client partners approach us when they have identified a compelling market opportunity and they require a deeper, customer-focused investigation to inform the development of new products, services and business strategies. Our process stems from a design thinking mindset, and so is rooted not only in a need to better understand and empathize with customer needs, desires and motivations, but also to identify opportunities to take specific action.

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1:  discover

We first seek to better understand client opportunities through a customer-centric lens. We do this by engaging customers in environments where they live, work and play to uncover the motivations that are driving their attitudes and behaviors.

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2:  analyze

We ground the foundation for our deliverables in the voice of the customer, keeping our content rich and authentic. We take great care in framing what customers' lives are like today and what they want most out of tomorrow. 

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3:  profile

We simplify the narrative of your customer's world via personas and storyboards. This enables stakeholders to better understand the keys to unlocking their customers and to take meaningful action during ideation.

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4:  ideate

We apply principles of Design Thinking to our deep qualitative market research, making our work immediately actionable. Collaborative workshops involving not only client stakeholders and our creatives but customers as well open doors to co-create the products and services of tomorrow.

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5:  report

We recognize the need for our clients to socialize the customer story and outcomes to key internal audiences. To this end we employ visual frameworks, walkthroughs and unique mediums to tell the customer story in such a way that it drives employee and executive engagement. 

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6:  amplify

We extend the reach and influence our clients have over their internal audience. Giving them the keys to unlocking their customers is just the first step. With  podcasting, video production and more, we help keep our clients engaged with their internal stakeholders for the duration.