Building a Productive Relationship Between Agency and Client: Shaping Product Design that Connects with What Consumers Really Want

Join us at QUAL360 in Berlin on 8th February! Our consumer insight specialist Kate Downer, together with our client, Melissa Blow at Samworth Brothers, will be: Examining a worked example of a ‘test and learn’ design – guided by real-time insights, and responsive to ongoing feedback Discussing the best way to build a simple, effective, and…


Experience: something you get while you’re shopping for something else?

If you read the retail press, you can’t avoid the assertion that online shopping is forcing brick and mortar retailers to work harder than ever to declare and portray an identity via the shopping experience.

This goes beyond excelling in one of the traditional areas of the retail experience – for example John Lewis with customer service, Poundland with value pricing, and Tesco Extra with depth of range – to ideas that offer a new and unique experience such as the in-store theatre that Sonos is providing in its Covent Garden store ‘homes’. All of this says to me that brick and mortar stores need to be more than just ‘places you buy things from.’


ORR: Research into passenger experiences of Passenger Assist

In 2016-17, 1.2 million requests for assistance were booked by passengers to help them complete their journeys. This service is called ‘Passenger Assist’.

ORR commissioned us to explore passenger experiences of Passenger Assist across the whole process, from booking through to receiving assistance. We also evaluated overall satisfaction with this service . Our research has provided a robust evidence base that allowed  ORR to identify where arrangements for Assisted Travel can be strengthened.

Click here to read the full report.