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Research-informed. Grounded in real experience
What I find isn't considered in isolation. I draw on relevant consumer psychology and behavioural research to help understand why something may be happening and what could help change it.
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The approach is shaped by the individual situation - not the other way around
Building a clearer picture
Depending on what we need to understand, I can review the customer journey first-hand, map each stage and touchpoint, speak with customers and employees, review communications and digital experiences, examine customer feedback, and look at relevant competitor experiences.
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I can also spend time within the business to understand what happens in practice - not just what is intended to happen.
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Bringing these different perspectives together helps build a clearer picture of the experience, the behaviour we're seeing and what may be influencing it.
From understanding to action
Understanding what's happening is only useful if you can do something with it.
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I'll bring together what I find to identify where the experience is working, where something may be getting in the way, and where there are opportunities to make it better.
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You'll come away with clear findings, practical recommendations and priorities for action - grounded in what your customers are actually experiencing and what is realistic for your organisation.
Sometimes you know something isn't working. You just don't know why.
Customers are behaving differently than expected.
A process is taking more effort than it should.
The same questions keep coming up.
Or there may simply be an opportunity to create a better experience.
Finding out what's really happening is where the work begins.
​I bring together what the organisation already knows with real customer experiences, relevant research and a consumer psychology perspective to build a clearer picture of what's happening - and what can make it better.
