Focus Groups

Field Studies

Depending on the need, we use Focus Groups to provide insight about a new or existing product, service, concept, or advertisement.

Our Focus Groups can help you:

• Understand customer perceptions, attitudes, and expectations.
• Improve the planning and design of new services or products.
• Develop strategies for increasing sales and loyalty.

Field Studies allow us to observe user behavior firsthand. We find them especially valuable when companies want to:

• Ensure a new product or system will fit into existing workflows and environments.
• Identify opportunities for improving existing products or processes.
• Understand user needs at deeper levels—needs that they are often unable to articulate.

Touch-Point Interviews

Data Analysis

Depending on project constraints, interviews with employees at customer touch points can provide vital insights.

Our observations of and interviews with the help desk, sales force, call center, etc. can help you:

• Identify common customer issues, concerns, requests, etc.
• Determine strategies for handling customer needs across channels.
• Find ways to automate common employee tasks.

Often, companies have data that can tell them volumes about customers, but they have a difficult time extracting meaningful, actionable insights from it.

Our data analysis services can help you:

• Target the weak links in a customer process or task flow.
• Improve site or system design by identifying common errors and likely reasons behind them.
• Identify patterns and common issues at customer touch points.