User needs research
Our end user and design research programs identify untapped opportunities for new product, service or brand innovation by revealing the unmet and poorly met needs of future, or existing, customers.
Capabilities: User research; In-home interviews and observations; Ethnographic research; Innovation workshops; Participatory design; User trials.
"We had real confidence that we not only had the right answer, but had asked the right questions too". Tracy Reddings, Head of Customer Experience, CAF Bank. Who it has helped: CAF Bank, BMW, Nokia and Samsung.
Proposition prototyping & testing
We pin-point how to maximise fundamental customer appeal of a future product, service or brand experience by making your customer facing proposition “real, before it is real”, and testing it with people.
Capabilities: Proposition exploration, development and testing; Proposition Requirements Specification; B2B Proposition development; Brand "essence" mapping; Concept testing.
"Without Firsthand's insight and rigour we would have spent time and money creating a service that would have been very likely to fail." Matt Locke, Head of Education Commissioning, Channel 4. Who it has helped: CAF Bank, Channel 4
Customer experience stategy
Our customer experience strategy programs design-in ways to delight customers by providing the right experiences and interactions, in the right way, and at the right time to make sure they come, come back . . and say good things about you
Capabilities: Visitor experience design; "User journey" design; Service architecture and planning; Service experience testing, Service adoption strategy.
“It changed our team’s perspective, making us more consumer-focused & giving us a significant competitive edge.” James Jackson, CEO, SmartSensor Telemed. Who it has helped: Pfizer and Reuters SmartSensor Telemed
Customer centric : innovation consulting
Our consulting services help innovation teams of all types that wish to adopt a more user centered approach to their innovation process
Capabilities: Business transformation programs, Project management; Short courses and workshops; Mentoring programs; 1 to 3 day "Deep Dives”
“BBC staff were amazed at the depth and quality of ideas that were developed.” Andy Wilson, Head of Innovation Academy, BBC. Who it has helped: BBC 3, BBC Scotland, BBC Childrens, OgilvyOne