We use a variety of research techniques to identify opportunities with customers. Here is an illustration of our work in retail.
PROBLEM: We identified pain points in the customer experience, using ethnographic research. We helped client sell the solution internally by modeling its benefits.
- We digitized a key part of the buying process, offering it as a feature in the app.
- Use APIs to integrate to the legacy backend.
- The feature became the most used feature in the app, contrary to our client’s initial view that the feature would not create sufficient value for their customers.