Development of New Digital Platforms and Touch-Points
Our client wanted to invest in new digital platforms and touch-points which would revolutionize the business, and enable a new style of relationship with customers and agents
Our Work
- Digital ethnography with customers and non customers to understand category journeys and especially pain points
- Groups to identify category digital needs and screen 90 new ideas against them
- N=2300 quantitative self complete surveys with respondents aged 20-69
- Digital U&A, hypotheses validation and opportunity identification, plus screening 40 new digital product ideas
The Outcome
A roadmap for digital development and deployment, including identifying the 4 digital initiatives to be developed and launched by the team.
“Great work was done, critical discoveries were made, and many, many hours were spent discussing and re-discussing what we’d learned, what it meant and how to communicate it… It was the classic recipe for a year of stress, but you all made it a great year of interactive learning with lots of insights to build on for next year. I don’t want to imagine what the year would have been like without you."
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