Our approach to capturing your
Brand’s essence:

• Invite participants to be co-creators
• Tap into visual and sensory metaphors
• Uncover key emotional drivers

Our goal -- to provide internal and
agency Brand stewards with:

• Tools to enhance discovery — embracing techniques derived from art therapy, drama workshops, creative writing, anthropology and psychology
• Reports incorporating respondent generated imagery and expertly edited video designed to engage and inspire change

As your consumer liaison for new products and innovation, we:

• Seamlessly enter consumers’ lives
• Engage them in documenting their experiences
• Explore product and service touchpoints that shape perceptions and influence behavior

The outcome — a roadmap for:

• New and repurposed products
• Line extensions
• New audiences
• New forms and packaging
• Distribution
• Communications
• Viral marketing

Since building the first independent Customer Experience Lab in NY in 1994:

We’ve partnered with clients to:

• Create digital interactions that build upon and enhance brands
• Shape interaction design so the customer experience is engaging and highly intuitive
• Optimize the impact of each channel in a multi-channel experience

Our methods vary based on client goals and stage of development:

• Web optimization groups
• Taxonomy and nomenclature groups
• User experience labs
• Contextual inquiry/ethnography

Our goal: to bring the customer experience into the design process in a seamless and powerful way.