Find unmet needs along the customer journey

How the process works

• • Identify the journey to investigate in the study

• • Work with our Research Managers to develop a research protocol to explore different points along the journey continuum

• • Recruit key audience segments (e.g. Loyalists, Casuals, Lapsed)

• • Use mindswarms remote video capture to have participants provide insight on their journey, touching on rational or emotional touchpoints

How the process works

• • Before, During and After check-ins

• • Physical environmental reporting (e.g. drive thru menu ordering experience, in store signage perceptions)

• • Diaries (e.g. report on the changing relationship with music having a smart speaker in the home)

• • Micro moments (e.g. have consumers report when a key event occurs, like in our work with Think with Google)

• • Compare the ideal journey to the actual

• • Identify pain points and frustrations (ideally with a Show + Tell type demonstration)

Timing and cost

• • Unmet need finding can take from 2 to 3 weeks or more to complete depending on study complexity.

• • Typical projects last 2-3 weeks and involve 20 or more participants.

• • Fees including screener development, study management, recruiting, hand-selecting the best candidates, QA of videos, respondent incentives, and transcripts @$500/person for US respondents, and $1,000/person for international markets

• • Fees for optional analysis start at $7,500 for a report on a 15 person study, and $12,500 for a 30 person study

• • Fees for optional edited video start at $5,000 for a 90-120 second highlight reel with title cards and music (B roll and motion graphics are extra)

Deliverable

Example: 20 participants each answer 10 questions using the video on their smartphone or laptop. That produces 200 x 1 minute video clips and corresponding transcripts (both Google Speech, and a parallel service that includes a human’s eyes to capture important nuances).

All delivered via a cloud-based link that is shareable, and assets that can be downloaded (videos in MP4 format) to be used to bring the insights to life for presentations, and highly engage audiences.