understand
We use our skills and experience to truly understand behaviour so that our clients can meet people’s needs.
We never take things at face value and use a wide range of techniques to explore people’s motivations and perceptions. We use approaches from behavioural science, semiotics and linguistics to help us go beyond superficial understanding. In particular, Sam is a Certified NLP Practitioner and also holds a Level 3 Counselling Diploma, which gives her additional skills and techniques that help her to understand how people think, act and communicate.
One way in which we get deeper understanding of behaviour is through observation and in-the-moment research. By spending time with people in real life, we can understand how they naturally interact with organisations, products and service. For several bricks & mortar retailers, we’ve found great insight from spending time in their outlets, observing how customers move through the space and engage with different brands. By combining observation with qualitative intercepts and also in-depth interviews, we are able to build up a thorough understanding to enable the retailer to refine their offering.
We worked with a major public sector body to understand more about the way in which stakeholders interacted with their services. An important aspect of this project was to consider how behaviour change could be effected, which needed us to immerse ourselves in the culture of the organisation. We used an iterative approach which we adapted during the course of the project in response to emerging findings, with our outputs helping to shape a new strategy for the organisation’s services.
We use technology such as apps and online diaries to help people capture their in-the-moment thoughts, feelings and actions. These approaches can also capture rich data in the form of videos and photos that help to communicate the findings to all organisational stakeholders.
For several years, we have worked with a retailer to help them gain a better understanding of their customers. We have used a wide range of methodologies to build up a detailed picture, including diverse techniques such as extended depth interviews, postal surveys and choice-based conjoint. Reflecting on the impact of our research, the client said, “Deeper customer and brand understanding has led to significant sales growth and has turned losses to profit growth over the last 5 years.”