SOME SERVICES WE DELIVER
Extracting the insights from our clients data to begin the discovery process and ensure we are building upon the knowledge-base with our additive insights activities. We work for all sorts of data sources, existing research and other forms of customer insights that exist throughout organizations to squeeze even more insights from them with a fresh perspective and relevance to the current set of priorities and tasks-at-hand.
Get inside the minds of your customers. Deepening your understanding of the challenges, needs and attitudes of target customers, through observation, conversation, and explicit elicitation via qualitative research techniques. Understand the key drivers of what customers are looking for and why. Whether it be focus groups, 1-on-1 interviews, mystery shopping, shop-alongs, mobile journaling or other qualitative techniques, we strive to get underneath the motivations and intentions of your target customers so you can create compelling solutions and communicate the value of those solutions meaningfully and effectively.
Applying strong quantitative research methodologies to robustly validate our clients’ hypotheses in order to better understand the market potential, critical success factors and risks to mitigate in bringing the solutions to market, optimizing existing solutions and finding resonant messaging & communications to relate to target audience needs. We deploy rapid, effective, and (sometimes) sophisticated techniques for getting to the most impactful quantitative insights (e.g. MaxDiff, TURF, ACB Conjoint, etc). We aim to provide the data that best provides the validation you need to substantiate your decision-making.
TEST & LEARN PROCESS
We start by analyzing the situation – online, offline or both – to determine areas of complication, frustration or blockage in the customer’s journey towards the optimal goal (e.g. path-to-purchase, price comparison, calls-to-action, etc.). This investigation leads us to core challenges we can create solutions to address (ideation of new opportunities for improvement). These ideas are then tested with the target audience, often live (e.g. A/B testing), sometimes simulated (e.g. research, mock-ups, prototyping) to understand the impact each solution can capture ahead of full implementation.
SOME CASE STUDIES FROM CLIENTS WORK
Building Zipcar 2.0
Growing The Economist
Expanding LogMeIn's Solutions
HERE ARE SOME MORE OF OUR PARTNERS
(we apologize if we left anyone off, we still love you!)
- 15+ Fortune 100 companies
- 30+ Fortune 500 companies
- 50+ new ventures
- 100+ SME’s and mid-sized companies
- 3 Government agencies
- …across 5 continents!
SOME OF OUR STATS
MEET THE TEAM
HEAD OF INNOVATION
Whether in technology, consumer services or healthcare, I thrive in entrepreneurial, collaborative environments focused on tackling enormous challenges. I have designed online platforms to scale social innovation; built mobile services that empower individuals to make smarter health decisions; and helped Fortune 500 companies transform new products and services.
I have 15 years of experience in business design, management, human-centered research, and strategic planning, which has led to my distinct focus on distilling customer insights to use as the foundation of business strategy.
Ultimately, i’m driven by a passion for delivering experiences and shaping solutions to improve people’s lives.
HEAD OF INSIGHT
I come from an engineering background by way of a liberal arts degree. I have the benefit of loving the structure of engineering, while being passionate about the creativity that comes from non-linear thinking. This intersection has led me to be constantly looking to improve products, services, solutions and experiences with the use of technology.
It is important to me, and what I know helps make products, services, solutions and experiences truly valuable, that we truly address challenges and needs that exist and are meaningful with our value propositions. Without this alignment, our value propositions (products, services, solutions, experiences and communications) are doomed to fail.
To ensure a strong “marriage” between innovation and customer needs, I have spent my career utilizing and innovating customer insights tools and techniques to better understand needs and to create more robust, foundation insights.
HEAD OF DEVELOPMENT
I have worked in the design, internet, advertising and marketing fields since the early ’90s. Not only have I “grown up” with the internet from it’s very beginning, but I have continued to have a passion for the life changing impact the internet continues to bring.
My specialties are in web design and development, but this came out of a passion for developing print and direct mail creative for “offline” campaigns. I now focus on multi-channel marketing, experiences and value propositions, recognizing that the “how, when, where and for what” of customer interactions with companies is increasingly multi-channel, and multi-purpose. Linear thinking around how customers want to interact is dead.
My passion lies in removing pain points in the interactions, and innovating experiences to meet needs in new and compelling ways.
We create and deliver innovative products, services, communications and experiences for our customers’ customers. At the heart of our solutions is a core of customer insight that means everything we deliver has the voice-ofthe-customer embedded within.
Our solutions start and end with customer insights, from:
- data analytics to extract learnings from our clients’ data
- utilizing the depth of insight gained from qualitative research techniques
- robust validation of hypotheses via quantitative research methodologies
- continuous improvement and on-going innovation delivered through test-and-learn embedded processes
We believe that great products, solutions, communications and experiences are achieved only via infusing customer insights throughout – otherwise it is simply high risk guesswork.
GET IN TOUCH
36 HARPER CIRCLE
MARLBOROUGH, MA 01752
UNITED STATES OF AMERICA
©Sibilance, Inc. 2017