Understand customer experiences through the eyes of the consumer

Gather visitor reactions to new stores, restaurants, drive- thrus and more. Observe the visitor experience and capture opinions, pain points and areas of delight to refine the overall experience.

How the process works

    • Work with our Research Managers to design testing protocol for customer experiences
    • Use mindswarms remote video capture to gather participant responses to their experiences
    • Conduct inquiries to fully understand user expectations and the cognitive models they associate to the product or environment experience
    • Capture the product/environments context and the artifacts and elements influencing the user experience

Methods used

    • User narrated walkthroughs of physical product usage and environment visits
    • Ergonomic audits of product and environment features
    • Contextual tours of related elements influencing the experience
    • Comparison of the ideal experience to the actual one

Timing and cost

    • Customer Experience Projects can take from 7-14 days or more to complete depending on study complexity
    • Typical projects involve 15+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 (additional incentives may be required if travel or retail visits are required)
    • 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)
    • Additional incentives may be required if lengthy trips to retail are required.

Deliverable

15 participants each answer 10 questions using the video on their smartphone or laptop. That produces 150 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.

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