Any understanding of a customer experience should never lose sight of the actual lived experience of the customer. Yes, we know. This sounds obvious. But in executing our customer research projects, we never lose sight of this point. Regardless of a project’s goals, the consumer-facing approach that drives our consumer ethnography projects is to get as close as the project will allow to a consumer’s actual experience.

Through all stages of the customer lifecycle, whether exploring a product or service, we set up our projects to focus on the actual lived experience of consumers. Our expertise in engaging customers and understanding their experiences through their own eyes and in their own words, allows us to deliver a deep understanding of the customer experience.