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Client Challenge:

A convenience store wanted to improve the mobile ordering experience to drive revenue growth coming from mobile orders.

• What occasions are conducive to mobile ordering?
• What is the customer experience journey?

Solution:

Combination of qualitative, in-person observations and diaries plus quantitative surveys.

Insights to Business Action:

• Emphasize on the largest occasion that was identified as most conducive to mobile ordering.
• Emphasize on improving features of mobile ordering and certain aspects of featured foods to increase first-time use of the mobile ordering service.
• Re-do the app based on the learning to increase repeat use.
• Expand certain day-time occasion menu options.

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Client Challenge:

This financial services company wanted to design wealth planning solutions for Millennials.

• Understand the wealth planning needs in the Next Gen segment.
• Assess the mindset of Next Gen when it comes to wealth planning.

Solution:

In-depth phone interviews with prospects.

Insights to Business Action:

• Goals and attitudes about wealth are much different when compared to Older Generation, requiring a new approach and marketing strategy to this new target.
• Yet, there are some similarities to Older Generation when it comes to wealth preservation that should be kept.
• Ensure marketing materials resonate with the target audience.
• Consider additional family education programs that are targeted across generations.

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Client Challenge:

The utility company client sought to include the voice of the customer into the new bill redesign.

• To what extent do customers use the information listed on the bill?
• What information is most useful/important?
• What do they find confusing, have difficulty understanding, or find not useful?
• What are customer’s preferences when presented with several different design concepts?

Solution:

In-person, iterative design and content optimization focus groups with current customers.

Insights to Business Action:

• The most important components of the bill were clearly identified and prioritized in the final bill design.
• Customers were more receptive to the information when it was presented through visual elements instead of words.
• After 3 iterations of design & information options, clear preference was found for one design/format over others.

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