Customer
Dynamics 🎭

In a two-week sprint, we understand your customer dynamics by navigating complex market landscapes and identifying subtle trends and unspoken needs. This process is crucial for organisations aligning closely with their customer base, offering insights beyond surface-level data.

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Understanding customer dynamics is not just about data collection; it’s about weaving a story from the numbers and narratives we uncover. This approach helps predict market shifts and customer reactions, providing a strategic advantage.

This framework is ideal when:

Launching potential new features and experiences.

Identifying if a problem is actually a problem.

Realising new market opportunities.

Tailoring products to specific customer segments.

Enhancing user and customer experiences.

Predicting future consumer trends.

Framework key methods:

Generative research methodologies and in-depth analysis.

Quantitative and qualitative research methods and principles.

Naturalistic observation studies, voice of the customer, and mental models.

Jobs to be done, card sorting, empathy mapping, and service blueprinting.

Gap analysis, pilot strategies, problem or opportunity statement creation.

Report generation, supporting material, and workshop validation.

Framework deliverables:

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

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

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

Artefacts including survey results, interview write-ups, and journey updates.

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

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

With the Customer Dynamics framework, organisations can anticipate market needs and adapt strategies for maximum impact, ensuring a deep and resonant connection with their customers.