Customer Research

We help you listen to and observe customers and use the insights to build products, services, messages and experiences that are relevant and compelling.

Our team has product and marketing expertise, as well as research capabilities, which allows us to generate in-depth, actionable insights. We get what you need to know and how you’re going to use information to make decisions.

We use standard research tools, but also keep up to date with new methodologies. We help you engage with customers in new ways using interactive techniques to uncover what you don’t know you don’t know.

We have experience conducting research globally and in multiple languages.

Getting the Right People

Good research starts with finding the right people. Sometimes that requires creativity. For example, when we want to understand how runners use products, we find them where they run – running paths, treadmills at the gym etc. Ask us about Live Recruiting and how to find the right people for your next study.

If you’re looking for breakthrough ideas or working on a new product, talk to extreme users. Extreme users magnify the challenges and opportunities and open you up to new use cases. Think of extreme users at both ends of the spectrum. For example, if you are designing cooking products, you might talk to people who consider themselves a foodie and a chef and others who don’t cook other than to microwave a meal.

Bringing Insights to Life

We love using video to help tell a story and bring the consumer to life. Leveraging our partnership with a leading mobile video platform we are able to bring video to all types of research. The platform allows people to easily record themselves using their smartphone and upload it within minutes. The ease of use makes it possible to gain visibility into in-the-moment and sometimes private experiences. Our clients have full access to the videos using our online platform. All videos are transcribed within the platform allowing for quick and easy keyword search and the ability to easily create clips and highlight reels.

Here are some of the ways we use video…

Taking food photo

Daily Diaries

We get a closeup view of a customer’s world as they share their day to day lives by uploading videos throughout the day across a variety of experiences. They take us along on shopping trips, bus and taxi rides, work routines, etc.

Man taking video of himself

Embedding video into recruiting

We use video as part of the recruiting process to help ensure we get the right people for our studies. Customers answer an open ended question on video that allows us to confirm they are the right fit and will be engaging and articulate.

Woman texting during shopping

Pre-Research Mini-Exercise

Sometimes we want to get customers engaged before the in-person research begins. Customers submit video exercises before attending in-person research so we can get to know them ahead of time. We might get them to complete an assignment like giving us a tour of their refrigerator and the different brands they buy or showing us their TV habits and what’s on their DVR.

Taking Food Photo

Idea Feedback for an Ideation Session

After ideas are generated in an ideation workshop, target customers are sent the ideas for quick turnaround feedback and their video responses are presented in the second half of the workshop. This gives the cross functional team quick insights to develop their ideas further.

Female business owner standing in the street outside

Post Store Intercept or Shopalong Questions

Short post shopping videos during store intercepts and shopalongs allow us to probe deeper on the in-store experience. Customers provide video responses outside of a store talking about the experience they just had or answering questions about why they purchased certain items.

Man working on laptop

Open End Question in Quant Surveys

Video can help bring quant data to life when customers record a video response to an open-ended question in a survey. Giving them the opportunity to record a video allows them to elaborate and bring depth to their response.