UNDERSTANDING THE CUSTOMER

• The ‘why’ driving customer behaviour
• Customer self concept and brand choice
• The ‘why’ driving perceived value
• Shadowing and observation
• Understanding the emotional drivers of experience
• Understanding the emotional drivers of choice

CUSTOMER / USER EXPERIENCE RESEARCH

• Research into the total experience, cognitive, affective, sensory and behavioral
• Models for the experience of Attraction, Desire, Engagement
• Models for discoverability, comprehension, goal completion

BEHAVIOURAL INSIGHTS

• Motivation versus effort modelling
• Drivers of disruptive pivots
• Architecture of choice
• Drivers of desired behavioural change
• Behavioural economics

TOOLS

• Analytics
• Social listening and forums analysis
• Generative research
• Trends & disruptive forces analysis
• Ethnographic research
• Emotional research & design
• Behavioural research & design
• Preference testing
• Qualitative research
• Usability testing
• HCD & UX

CASES