Improving an existing product or service

Identifying the causes of lower-than expected adoption rates for a product or service, and exploring ways to improve or even revamp it

Example of a usability evaluation on an existing service

Is your company’s product or service facing stagnant growth, declining usage, or excessive customer service demands?

Are you at risk of losing market share?

With customer data on key interactions and frictions, your core challenge lies in prioritizing improvements to concentrate efforts on.

Validating a product or service strategy

Making sure that a product or service will be successful with your target users before development and roll-out

Example of customer journey of existing service, highlighting painpoints and opportunities for redesign

Your company has already conceptualized a promising product or service.

Initial research indicates its business viability, aligning with Voice of Customer (VoC) data, AI analysis and other market insights.

However, before investing heavily in development and roll-out, it’s essential to verify assumptions about your potential user base, confirm market success potential, and identify and eliminate friction points for customers in target markets.

Market strategy definition and validation

Enhancing business effectiveness through customer insight and analysis

Example of persona, a behavior-based outline of a potential user, to support market strategy definition

Your company is looking to expand into new markets, extend existing ones, or transform its business model (e.g. from products to services).

Exploratory research is a crucial market strategy tool that provides deeper insights into customer behavior, preferences, and pain points, than is possible with traditional Voice of Customer (VoC) data and AI-based analysis.

Customer research and innovation recommendations
Conducting national and international research, applying human-centered design and design thinking methods to validate market strategies, develop new products/services, or improve existing ones.

Customer insight
In-depth analysis and strategic synthesis of customer behavior, emerging user trends, and market intelligence to support high-impact business decisions.

Team leadership and project management
Creating and leading teams in digital, innovation, and customer insight domains

Strategic consulting
Shaping effective business strategies by designing and implementing research and innovation initiatives based on user insights and behavioral sciences.

Business analysis
Business analysis and development of customer-centric strategies, including collaboration with external consultants.

Co-design and stakeholder engagement
Facilitating participatory design processes with users and stakeholders to co-create project solutions.

Training
Designing and delivering learning experiences for senior management, stakeholders, and internal teams.