PLAYBOOKS
UPSKILL
EMBED CUSTOMER EMPATHY INTO PRODUCT DEVELOPMENT
What is it?
We transform your product team into advocates of user centricity within your organisation. Our tailored programs and tools empower them to actively participate in research, deeply embed user empathy into everyday decision-making, and accelerate data-driven product development.
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Testing: Empower team members to conduct simple usability and concept testing autonomously (2 training modules, 1 day each)
Participate: Facilitate active involvement in diverse research activities, to enable stakeholders to experience empathy first-hand (1-day training)
Enabler: Empower insights staff to continuously upskill your teams (3 training modules, 1 day each)
Interested? Get in touch
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Insights-empowered organisation
Increased customer centricity
Better positioned to create solutions that resonate
Happier employees
Faster product development process
Increased research & insights ROI
UX STRATEGY
EMPOWER TEAMS WITH USER-CENTRIC PROCESSES
What is it?
We help you design the optimal insights approach for your company. We assess your current processes and data sources (e.g., analytics, customer support, research) to define an ideal future state and a tailored roadmap to get you there. This may involve refining product and design processes; building new capabilities; aligning teams; strategically hiring and onboarding; coaching key insights, product, and design staff; and empowering teams with the skills and knowledge to leverage insights effectively.
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Full: Discovery & strategy (2-week sprint)
Light: Discovery on your own & strategy workshop (1-day sprint)
Implement: Shape organisation and optimise UX / insights processes for enduring impact (long-term consulting or interim leadership)
Interested? Get in touch
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Insights-empowered organisation
Increased customer centricity
Faster product development process
Better positioned to create solutions that resonate
Happier employees
GROW
ADVANCE YOUR UX CAREER
What is it?
We empower user research and design professionals to elevate their skills and maximise their impact. Our consulting empowers you to drive process improvements, develop new capabilities, and solve complex UX challenges within your organisation. We also offer targeted coaching for senior UX and research professionals focused on career development and leadership support. Our sessions equip you with the tools, knowledge, and inspiration to enhance your effectiveness and drive greater results.
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Strengths Assessment: Identify your core skills and growth potential (full-day workshop)
1:1 Coaching: Personalised sessions with Rob for focused development (45 minutes, discounted packages available)
Interested? Get in touch
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Happier employees
Insights-empowered organisation
Boosted confidence
Increased customer centricity
ACTIVATE
TURN INSIGHTS INTO ACTION
What is it?
You're sitting on a wealth of customer data – let's unlock its full potential. We help you extract actionable insights from your existing information, integrate them seamlessly into your workflows, and empower your teams to make insights-driven decisions. Our tailored formats foster a culture where insights fuel innovation and customer-centricity.
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Consoli-Day: Dedicated monthly sessions to consolidate, synthesise, and action insights across teams, promoting collaborative problem-solving and alignment (1-week sprint)
Infuse: Process for integrating insights directly into workflows and tools (e.g. Confluence, Jira, Asana), maximising visibility and impact (1-week sprint)
Activate: Empower teams to confidently analyse and apply insights for strategic decision-making (half-day workshop)
Communicate: Craft compelling insights stories with customisable templates for impactful sharing (downloadable toolkit)
Interested? Get in touch
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Increased research & insights ROI
Faster product development process
Insights-empowered organisation
CHAMPIONS
EMPOWER LEADERS TO DRIVE CUSTOMER OBSESSION
What is it?
Senior leadership holds the keys to unlocking true user-centricity. Our training and consulting empower executives to see their business through their customers' eyes. Going beyond just hard numbers, we bring the rich, human stories behind the data to the forefront - essential for understanding customer needs and motivations. This approach enables executives to make informed, strategic decisions that drive customer satisfaction and growth.
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Executive Training: Culture-shift workshop showcasing the value of qualitative insights for customer-centric decision-making (half-day workshop)
Executive Consulting: One-on-one guidance for executives on insights-driven decision-making for customer-centric growth (45 minute session)
Insights Dashboard Development: Co-create a personalised dashboard for tracking customer-centric KPIs (2-hour session)
Interested? Get in touch
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Reduced risk in decision-making
Insights-empowered organisation
Increased customer centricity
Better positioned to create solutions that resonate
Happier employees
ALIGN
BOOST TEAM FOCUS THROUGH PERSONAS - YOUR SHARED LANGUAGE FOR ADDRESSING USERS
What is it?
We empower your team with a deep, shared understanding of your customers through robust product personas. This fuels focused product development and customer-centric decision-making. Our phased approach starts small, using existing knowledge, and subsequently integrates additional data to ensure personas are validated, actionable, and widely accepted.
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Start: Create actionable proto-personas based on existing data and insights, facilitating immediate impact (2-week sprint)
Introduce: Empower teams to use and integrate personas in their workflows (1-day workshop)
Expand: Refine and validate personas with targeted qualitative and quantitative research, to ensure they reflect your target audience (1-4 months depending on audience complexity)
Connect: Maximise persona impact with seamless data integration. Connect persona profiles to analytics for actionable insights and targeted product development (1-2 months depending on data landscape)
Interested? Get in touch
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Increased customer centricity
Faster product development process
Happier employees
Reduced risk in decision-making
MAXIMISE
BOOST YOUR RESEARCH ROI WITH INSIGHT MANAGEMENT
What is it?
We help you build a robust insights management system to optimise research efforts and unlock the full potential of your insights. Through strategic organisation and classification, we'll prevent knowledge loss, streamline your ability to find and reuse insights, and minimise duplicate research. AI tools automate routine tasks like transcription, saving time and resources. We'll tailor a solution that perfectly aligns with your needs, whether it's adopting an off-the-shelf tool or creating a custom insights database.
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Discovery workshop: Define your insights management needs and define the ideal solution (one-day workshop)
Implement: Optimise your research investment with a tailored insight management system solution (off-the-shelf or custom-made) (2-week sprint)
Consoli-Day: Dedicated monthly sessions to consolidate, synthesise, and action insights across teams, promoting collaborative problem-solving and alignment (1-week sprint)
Interested? Get in touch
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Increased research & insights ROI
Faster product development process
GET CLOSER
DEEPLY UNDERSTAND YOUR CUSTOMERS WITH DISCOVERY RESEARCH
What is it?
We help you uncover hidden customer behaviours, unmet needs, and motivations through powerful ethnographic methodologies. This deep, empathetic understanding empowers you to build highly targeted solutions that truly resonate. By actively involving your team, we maximise empathy and ensure insights have lasting impact.
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Ethnographic Research: Uncover user behaviours and motivations with tailored ethnographic studies (duration varies based on project complexity, typically weeks to months.)
Interested? Get in touch
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Increased customer centricity
Better positioned to create solutions that resonate
Faster product development process
Reduced risk in decision-making
Insights-empowered organisation
UX CAROUSEL
SPEED UP YOUR PRODUCT DEVELOPMENT WITH AGILE TESTING
What is it?
This testing format empowers you to rapidly validate and improve the usability and market-fit of your designs through iterative testing with real users. The agile approach maximises customer-centricity while de-risking the development process. By enabling your product team to actively participate, you'll accelerate the creation of features that are both user-friendly and resonate with your customers.
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Full: Comprehensive introduction to the UX Carousel format, including process guidance and a complete iteration with hands-on training for a future facilitator. (3-week sprint)
Light: Focused training for facilitators, covering all essential aspects of UX Carousel (3-day sprint)
Interested? Get in touch
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Increased customer centricity
Increased customer satisfaction
Faster product development process
De-risked decision-making
UX BASELINE
IMPROVE USABILITY AND CUSTOMER SATISFACTION WITH PERIODIC USABILITY TESTING
What is it?
We establish a standardised, repeatable approach for evaluating and improving the UX quality of your products. By benchmarking usability metrics (such as task success, errors, time-on-task, and satisfaction), we'll gain a clear understanding of your product's strengths and areas for improvement. This ongoing assessment empowers you to track progress, prioritise development efforts, and continuously enhance the user experience over time.
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Full: Comprehensive introduction to the UX Baseline format, including process guidance and a complete iteration with hands-on training for a future facilitator (1 month)
Light: Focused training for facilitators, covering all essential aspects of UX Baseline and definition of benchmark tasks (3-day sprint)
Interested? Get in touch
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Better positioned to create solutions that resonate
Reduced risk in decision-making
Faster product development process
HAPPY CUSTOMERS
BOOST SUCCESS BY UNDERSTANDING AND ACTING ON CUSTOMER FEEDBACK
What is it?
We help you systematically measure, analyse, and act on customer feedback to boost satisfaction and ensure your products consistently resonate with your target audience. We'll identify key satisfaction drivers and the right combination of quantitative metrics, qualitative feedback, and behavioural analytics. We'll help you collect feedback both after the fact (via surveys) and in real-time, choosing optimal tools for ongoing monitoring. AI solutions enable the analysis of open-text feedback at scale. Moreover, we'll implement processes to report, respond, and act on feedback effectively.
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Full: Discovery & strategy (1-week sprint)
Light: Discovery on your own & strategy workshop (3-day sprint)
Implement: Drive customer-centric change by implementing feedback processes (long-term consulting or interim leadership)
Interested? Get in touch
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Better positioned to create solutions that resonate
Increased customer centricity
Reduced risk in decision-making
Boosted confidence
360 DATA
UNLOCK DEEPER INSIGHTS BY COMBINING QUALITATIVE AND QUANTITATIVE DATA
What is it?
Quantitative data often takes centre stage due to its perceived ease of analysis. However, relying solely on numbers leaves you with an incomplete picture. Qualitative data, gathered directly from users, reveals the rich 'why' behind behaviours and trends. We help you harness the power of both to gain a holistic understanding of your customers and their needs and motivations. This comprehensive approach fuels data-driven innovation and empowers you to build products and services that resonate.
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360 Data Strategy: Design a holistic data strategy for richer customer understanding (1-day workshop)
Implement: Integrate qualitative and quantitative data streams for actionable insights and strategic decision-making (interim leadership or ongoing consultation)
Interested? Get in touch
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Increased customer centricity
Faster product development process
Reduced risk in decision-making
Insights-empowered organisation
