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Customer journey map created by interviewing Viator app users

Customer journey map created by interviewing Viator app users. The customer journey map details 11 steps a user takes to download the app, right through to making their first purchase. It looks to surface the user goals at each stage, how they feel emotionally with an empathy line, their pain points at each step, and the identified opportunities to improve the usability issues.

Viator - Customer Journey Map - Glue

An image showing multiple slides from the research findings deck

Through various research methods we complied an extensive collection of research findings which informed the design decisions on the projects. Some of the findings are laid out here.

Holland and Barrett - Research findings deck - Glue

Our dedicated Product/Service Evolution framework is purposefully built to challenge conditional practices, rapidly explore market and customer dynamics in context with your existing position, and deliver a qualified backlog of actionable insights.

There is market saturation and accelerated competition.

You need to realign products and services based on market dynamics.

There is a shift in consumer behaviour or change of personas.

There are new regulatory or compliance requirements.

There is a requirement for economic or technological realignment.

You need to respond to, or recover from, a crisis.

Discovery and profiling with our value proposition canvas.

Voice of the customer, user interviews, quantitative studies, and archetype creation.

Competitor analysis, data interrogation, and marketplace intelligence.

Empathy mapping, journey mapping, jobs to be done, and gap analysis.

Facts and insights synthesis through quantitative and qualitative research.

Card sorting, survey examination, SWOT analysis, and statement creation.

A detailed and consolidated validation report, with qualified, actionable recommendations.

A comprehensive Miro Board detailing findings, from a variety of methods.

An in-depth presentation, playing back the headline findings and justifications.

Artefacts including a Value Proposition Canvas to articulate your proposition.

Customer profiles either as Personas or Archetypes, depending on the use case.

A full understanding of your customer’s Jobs To Be Done and mitigation methods.

Incrementally adapting to evolving market and customer dynamics prevents a significant overhaul or realignment. Continually validating and adapting provides the agility to proactively respond to commercial opportunities or address problematic shifts as they occur.

Picture showing Glue strategists and designers collaborating with clients during a proposition validation in-person workshop

This picture shows three Dyson specialists collaborating around a whiteboard full of post-its during an in-person Proposition validation workshop with clients

Glue - Proposition validation in-person workshop work

Preliminary findings of the types of customers Wapp should target in the form of archetypes

Preliminary findings of the types of customers Wapp should target in the form of archetypes. Specifically, the archetypes take the form of the 'Law of Diffusion' a clear and simple way to understand the adoption of innovative technology.

Wapp - Proposition Validation Archetype Findings - Glue

Visualisation of the Glue Product Vision Proposition Validation framework workflow followed by the Glue design, strategy and research team to deliver high-end client projects

Visualisation of the Product vision Proposition Validation work package delivered to clients by the Glue Design studio, built and refine after a decade's worth of experience. The step-by-step workflow followed by Glue is shown, detailing what team provides what content and deliverables when.

Glue - Product vision proposition validation - Workflow

We found that users 'don't want to be tracked' when in the UK

We found that users 'don't want to be tracked' when in the UK. This goes against the value proposition and underwriter's position, as it's required to ensure compliant travel insurance.

Wapp - Proposition Validation Interview Quote - Glue

Book a call to discuss your Product/Service Evolution validation needs

Successful examples of Proposition Validation

Wapp

Hastings Direct

In just six weeks, our Product/Service Evolution framework helps businesses to adapt to evolving markets and customer dynamics. Tailored for organisations that aim to retain a competitive edge through incremental innovation guided by accurate data and insights.

Product/Service
Evolution 📲

This framework is ideal when:

Framework key methods:

Framework deliverables:

Book a call to discuss your Product/Service Evolution validation needs

Successful examples of Proposition Validation

Wapp

Hastings Direct

Other frameworks you may also like…

Product/Service Evolution 📲

This framework is ideal when:

Framework key methods:

Framework deliverables:

Book a call to discuss your Product/Service Evolution validation needs

Successful examples of Proposition Validation

Wapp

Hastings Direct

Other frameworks you may also like…

Product/Service
Evolution 📲