Goal
To study customer experience and build portraits of users that made certain transactions in the bank branches

Solution
Field research, In-depth interviews, Quantitative research, Market research


Result
We drew the client's way from the appearing of the need to the service receiving. During the research, we studied:
motivation, values, selection criterias, barriers, triggers, experiences, service life cycle, interdependencies, customer needs.

Conducted 25 in-depth interviews, tested 40 hypotheses.
Created 6 CJM's including 37 steps each.
Created a detailed User Flow. Tested 40 hypotheses on field research.
Conducted a mass online survey among 5000 people from the target audience, tested 20 hypotheses and found 10 new ones.
Discovered over 30 insights.

Goal
To conduct research for a startup that creates an audio social network, and based on the results:
- to clarify the business model of the product
- define the strategy for attracting and retaining users

Solution
In-depth market research in several regions of the world

Result
Wide analysis of competitive products with conclusions about functionality and value proposition. As a result, trends and tendencies for Social + Audio niche products were detected. Specific virality mechanics for this niche were collected, the product value proposition was formulated, as well as monetization models were suggested. The team of analysts provided a comprehensive description of the strategy for developing and launching the new service.

Goal
Evaluate the potential demand for new financial products in the market

Solution
In-depth interviews in 4 cities in Russia
In-depth interviews in USA

Result
We performed 16 in-depth interviews and tested 22 hypotheses. We created target audience segments and portraits of users, identified insights, prepared conclusions and gave recommendations for further product development. We compiled a table of customer triggers and barriers to product usage;

Based on the results of the research, we developed the configuration of 2 financial products that did not exist on the market before, offered their content and conditions.

Goal
To increase attractiveness of a specific financial service in the bank branches

Solution
In-depth interviews 

Result
We built the customer's path (a service user) from the moment the need arises to the stage of its satisfaction. We created CJM as is and CJM to be.

We formed the target audience profiles and their pain and motivators, bank selection criteria, habits and specifics. Verified 5 hypotheses. Completed competitors analysis.

As a result we offered to the client the steps to improve the service in the bank branches and gave recommendations for marketing communications with clients.