Overview of Our Capabilities 

Connect with your Customers

We help you transform the way your organization understands and engages customers (members, consumers, users, patients, learners, etc.) by: 

  • Gaining a far deeper level of understanding of customers and stakeholders through ethnographic research tools.

  •  Developing your team's capabilities for customer insight, empathy and relationship-building .

  • Using Design Thinking tools to harness the collective talents of your team and convert customer insight into innovative products, ideas and solutions that resonate with what most matters to customers/members.
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1. ETHNOGRAPHIC RESEARCH
What people say they want rarely corresponds to what they truly mean and need.  We utilize ethnographic research to help you drill under the surface to uncover the underlying motivations, values and details of daily experience that shape needs and , thus, enable you to tailor products and solutions more precisely to what they most need. 
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2. CUSTOMER EMPATHY & ENGAGEMENT DEVELOPMENT  FOR SENIOR TEAMS
DESIGN THINKING WORKSHOP I 
We engage your team in ethnographic discovery processes and Design Thinking Workshop (s) to help them experience people as whole persons, in their daily contexts and relationships to others.  Your team will learn how to draw people out into authentic conversations, uncover  hidden needs and opportunities and extract key insights and priorities.  They will come away with new capabilities for empathy, fresh perspectives on customers and markets and tools for converting this knowledge into actionable business statements.  
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3. IDEA GENERATION & PRODUCT/SOLUTION  DEVELOPMENT LAB
 DESIGN THINKING WORKSHOP II  
We put your team through a fast-paced, collaborative workshop in which they will apply a Design Thinking process to generate multiple ideas for solutions and   stretch innovation beyond the obvious or the usual.  They come away with a concrete prototype of the most viable solution they select, as well as with  new tools and collaborative processes for creating products and solutions that customers love.   
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