We collaborate with clients to shape vibrant customer interactions with brands across channels. By tapping into people’s creativity and emotions, we fine-tune concepts, positioning, and messaging platforms.

Drawing upon deep domain knowledge in healthcare, retail, technology, transportation/travel, financial and professional services enables us to build compelling, industry-specific strategies and brand stories. Our goal is to inspire the kind of “brand love” that drives sales, acquisition, retention and brand advocacy. 

There’s nothing we love more as researchers than supporting brand or product development right from the start. Whether it’s “white space exploration” or competitive assessment – we relish the process of identifying a new audience, unmet need, or gap in the current landscape.  Our engagements range from ethnography, to co-creation sessions to surveys in order to prioritize and segment the market.

We’re passionate about service design and looking for inflection points throughout a customer journey to innovate or optimize both communication and experience. Sometimes, the smallest of innovations can have the largest impact.

Startups and enterprise alike face challenges in defining who they are designing for and the best way to communicate their value. Customer-centric design requires understanding who customers are and what they want before development begins. In collaboration with the client team, we use design-thinking exercises to create anecdotal personas that identify attributes of each target audience.

We then take the individual journeys or work flows and create composites that paint a picture of each persona’s behaviors and goals. Work-shopping workflows and journey maps has a huge impact on identifying and aligning on key personas and product/positioning concepts with the greatest potential for success.