From Insight To Action



generating insight

Every customer comes from a different background which has shaped their view of the world and therefore their perception of your products and services. It creates a lot of complexity which simply isn't visible on the surface. As a result, you can't understand the true nature of your customers until you explore the environments where they live, work and play. We connect you with your customers in a meaningful way.

  • Mobile Ethnography
  • Longitudinal Studies
  • Video Capture
  • Prototype Testing
  • Virtual Interviewing
  • Ethnography
  • In-Depth Interviewing (IDIs)
  • Ride-Alongs
  • Shadowing & Observation
  • Experience Mapping


Our framework for analysis of the customer story is just as rich and complex as the customer's world; and rightly so. Through a rigorous approach, leveraging the voice of the customer, we establish a foundation for a storyline in which no customer need gets left behind. From there, we surface the keys to unlocking your customers needs and desires via frameworks that establish hierarchies and distill the greater narrative into rich, audience-friendly tools.

  • Experience Models
  • Collaborative Workshops
  • Competitive Market Analysis
  • Personas
  • Journey Maps
  • Storyboarding


Our process is wired for action. To this end, we ensure the insights and frameworks generated are positioned to empower you to drive change within your organization; establishing a common ground with the voice of the customer. You will generate buy-in from key stakeholders during ideation, regardless of each individual's background, discipline or agenda, and sustain that momentum with our services that extend the experience.

  • Emotion-Charged Decks
  • Media Libraries
  • Custom Analyst Inquiries
  • Ideation Workshops
  • Co-Creation Workshops And Activities
  • Podcasting