When we speak of “understanding your customer” we are talking about discovering the gems that your customer can’t or won’t articulate and the expectations they hold which they are not fully conscious off – that is until you let them down.

We have a process that guarantees you will find meaning and opportunities that you have not uncovered before.  It is a process that will give you insight into the “why” of your customer, not the “what”, it is a process that gives meaning to your customer’s behaviour, and helps you identify the opportunities to meet or exceed your customer expectations.

We use only a handful of techniques to help you understand your customer. We don’t need large sample sizes, and in turn can generate insight in a relatively short space of time. Our objective is to understand your customer’s behaviour, their tasks, and their context of use or interaction. We look for patterns of behaviour and aim to understand your customer’s feelings as they interact with you. 

It is your customers feelings that ultimately drive them towards you or away from you, so once we can identify key “breakpoints” or misaligned expectations, this is where we can identify key opportunities.