We show what your actual audience is and how it is segmented by buying motives, consumption habits, service expectations and decision triggers.
We always look at customer’s journey from funnel’s perspective and show where your business can profit more, how to increase your average bill, checkout conversion, product activation, repeat buys and give recommendations.
We always use and combine different techniques from Design Thinking, Customer Development, Lean Startup and Service Design.
identified reasons for low conversion in sales funnel
verified for more than 15 companies
found funnel stages that influence attraction rate
of users in the new segment of an already major corporation
of users in the new segment of an already major company
THE LEADER OF RUSSIAN ONLINE REAL ESTATE
CIAN had needed products for existing audience. In the course of work, we created a CJM with a (precisely) detailed path and found problematic stages on the path where launch of new products was possible.
As a result, our team put together a strategic plan and tactical steps, and launched a new product that is now being tested and grows continually.
BURGER BARS CHAIN WITH DESIGNER BURGERS
The company was building a new communication strategy and wanted to know its clients. We described audience segments as Jobs to Be Done. Found growth points for attraction of new clients and loyalty increase. Created Perceptual Map for accurate communication of the brands with audience.
Launched new advertisement campaigns, broadened its range based on the feedback and increased average bill by 15%.
THE LARGEST PRIVATE INSURANCE COMPANY IN RUSSIA
The company had wanted to access a new segment and had been developing a strategy for Agents and Retail Brokers partnership areas. We created an CJM for the work with agents and insurance companies and created 4 personas. Found stages that affect attraction and a problematic stage that preceded the company’s funnel. We had highlighted the most problematic stages for the focus segments, and it became obvious what had to be fixed first in order to attract more insurances. We also noted the best and the worst methods applied by competitors in the work with agents and retail brokers.
Using these data, we created 2 digital products for agents and retail brokers and increased the number of active agents and retail brokers in the network two-fold.
You will receive a big picture of user-product interaction which will allow you to synchronize the work of all related subsidiaries.
You will know how to grow and profit more and what to focus on when making product decisions.
You will know what decisions are worth investing into and will increase the quality of tested solutions 6-fold.
You will have your audience segmented by buying criteria and motives which will allow you to lead it to target actions.
The turn-key approach: you’re doing what you want while the work is being done. No need to write specs, just discuss the end artifact: goals, developments, what you expect. A single briefing that takes 1.5 - 2 hours. No extra fuss. Trust is the main parameter. I don’t think I would have done it faster. Researchers are not about making arguments, there are business goals to be achieved. These guys get it.
We received basic knowledge of what we can and cannot do in different segments. Now we know what habits our audience has. We understand their paradigm and how to slowly change it.
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You immediately see that these people are really invested in what they’re doing. No big talk, they do what must be done. Now we actively use JTBD, brain storm and look how our ideas relate to an artifact. Then we listen to our customers. Also, we have increased our average bill by 15%.
Previously, we had only dabbled with climate not understanding where to start and how to approach audience with this topic. The research gave us many insights we now use in the preparation of our communication strategy. Now we know what communication works and how important offline events are.
Thanks to the research we abandoned few hypotheses. The results can be used in different projects. Now when we discuss something we have a set of facts and details. Now we know whether we should do this or that. We chose these guys because of quality, good projects and experience in CJM.
Now we have a customer journey map based on real customer cases and a better understanding of our weak spots and of insights from our online shop clients.
The CJM we received provides many details that we use in our work and that stimulate the optimization of our website and the development of company services that benefit our clients.
Our clients say our service is at least twice less expensive compared to marketing agencies.
We can maintain such pricing because we don’t have a large back office and other major expenses that are not directly related to our researches.
We enjoy what we do and that’s why we give an additional discount to projects and industries we want to immerse into.
Cost per hour and number of hours
Cost of work
Individual entrepreneur tax
Cost per hour and number of hours
Cost of work
Marketing and management
Cookies and office supplies
Payroll budget of employees not related to your research
EQUAL COST OF WORKS
ALL PROJECTS WERE EXECUTED BY US AND YOUR RESEARCH WILL NOT BE AN EXCEPTION
WE DON’T WASTE YOUR MONEY ON RESPONDENTS
NO SPECS REQUIRED
STARTING WITHIN 3 DAYS!
WE USE LANGUAGE YOU UNDERSTAND
The price depends on many factors. To get a price for your project, please fill up the form:
INSTRUMENTS AND METHODS USED IN OUR PROJECTS
Customer Journey Map is a visual story of customers' path they experience while solving their problem.
Customer Journey Map
If you don’t know certain terms, hover over "?" and we’ll explain everything.
Jobs to be done is a method that allows to describe audience segments as context and tasks at hand.
Jobs to be done
Lean Canvas is a method that allows users to visualize their business model and decompose the idea into basic elements: problem, solution, target segment, unique offer, etc. Perfect choice for startups.
Lean Startup is a methodology based on the following cycle: build, measure, learn. It helps to avoid heavy expenses for creation of a product that no one needs.
BPMN is visual modeling language for business process workflows.
Business model canvas is a handy instrument for describing business processes of the existing enterprises with a logistic chain. It’s a model of six blocks that describes in detail all business processes and connections inside the company.
Business model canvas
Customer Development is a methodology that consists of 4 steps: find and confirm client’s needs, develop product that satisfies these needs, test right methods of finding and attraction of clients and also utilize necessary resources that correspond to product’s needs.
Perceptual map is a map of perception that allows to understand what language your audience speaks and its perception of your brand for creation of accurate marketing communication.
Personas is a method that describes audience segments by behavioral characteristics and not by social demographic data.
Value proposition canvas is an addition to Business Model Canvas, 2 blocks that describe problems, benefits and tasks in more details on the one hand, and create benefits for each segment on the other.
Value proposition canvas
HADI is a method to check hypotheses via algorithm that consists of the following cycles: a hypothesis, an action, a measurable result and conclusions. Basically, it’s a copy of Lean Startup cycle.
Blue ocean canvas is map that visualizes all your existing competitors with a detailed breakdown of functions horizontally and weak/strong functions vertically. When all competitors are on the map, it’s useful to see how to strengthen one function at the expense of another. A very useful instrument, but only in certain situation.
Blue ocean canvas
Solution interview is a research method in which you show a prototype or MVP solution for client pain and observe and learn what they see, how they use it and learn what questions they ask while not helping them and not recommending anything, only absorbing the feedback.
In-depth interview is a method of quality research in which you touch on a wide range of questions in a particular business case. You will understand true buying motives, decision triggers, choice criteria, etc. Every answer of a respondent is subject for testing of problem’s validity.
Problem interview is an interview in which you try to prove or disprove problem hypotheses and to find new ones. The proof would be a specific action applied by a person for problem solving and resources such person spends (time and money).
Shadowing is an observing technique in which you follow a customer without interference or interaction. Thus, you can see your customer in their natural environment and see in what conditions they interact with a product.
Competitive analysis is a comparison of the best and the worst practices of your competitors and immersion in competitors’ products. Test purchases.
Test purchase or Mystery Shopper is purchase of a product or service when seller is not informed that you are a researcher. This method also allows to research processes in their natural environment.
Observations is the most easily implemented research method. You observe what your customer makes. For example, in a shopping space, or how he uses your product. You don’t interfere and record findings.
Moccasins is a method in which you take customer’s place and take their journey, literally filling their shoes.
BASIC STAGES AND RESEARCH TIME FRAME
1. KICK-OFF SESSION
Specification of a target segment\segments and definition of the research target (key metrics).
2. PREPARATION FOR THE RESEARCH
Expert interviews. Preparation and approval of an interview guide, recruiting specs and a recruiting script.
3. RESPONDENTS RECRUITING
Depends on the availability of the audience, conversion to interviews and other factors.
More than 40 in-depth interviews, observations, moccasins and shadowing. With intermediate results.
5. FINALIZATION OF THE RESEARCH RESULTS
Synthesis of the received data and creation of end research artifacts. Personas, Value Proposition Canvas, Perceptual Map, JTBD, etc.
6. FINAL WORKSHOP
Demonstration of the results and generation of solutions with the client
WILL YOU UNDERSTAND SPECIFICS OF OUR INDUSTRY?
We have worked in more than 10 industries: insurance, investments, real-estate, banking, restaurants and many others.
We are ready to research stock market and then burger culture a month later. Every market has audience, sales funnels, communication channels and everything we study. We immerse into specifics and professional slang during expert interviews and use secondary information.
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WHAT'S SPECIAL ABOUT YOUR METODOLOGY?
When researching we don’t just study consumers and their behavior, we understand how this data can be applied to your business request. Every project has business goals from which we build up our questions and researches. As a result, our client receives confirmation or disproof of their initial hypotheses and generates new ones knowing what business variables they can influence.
First and foremost, we’re looking for information that will help you increase your profit.
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HOW MUCH TIME WILL IT TAKE?
The research takes 1.5 months on average. For startups — 3 weeks. It depends on the volume of work.
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WHAT METHODOLOGIES, PRACTICES, TECHNIQUES, TECHNOLOGIES DO YOU USE?
We never use one method and always combine different instruments and techniques.
For example, our favorite method is combining BPMN and CJM. We often create new visualization of the information we receive during the research because our main goal is to convey research results in the most clean and precise way and not to fill the data into a template that rather hinders the perception.
We use all currently existing product instruments: Lean Startup, Customer Development, Design Thinking. Frameworks: Customer Journey Map, Jobs to be done, Personas, Perceptual Map, Value Proposition Canvas.