Designing for Experience

Cclues uses a design approach that directs research projects to formulate questions and produce insights keyed to client goals. Regardless of whether your goals are program specific, aiming to innovate a specific product or service offering, or transformational, aiming to change your brand impression among consumers, we use research methods informed by a disciplined use of customer dialogue as a guiding strategy in getting to know customers.

Learning from customers continuously through our custom research strategy increases your ability to account for how customers think and feel about your products and services in refining segmentation strategy and communication, making your business offering a pleasing, useful product or service experience to them.

Customer Dialogue Techniques

Whether we use focus groups, surveys, ethnography, or network analysis matters less than our practice of embedding dialogue opportunities into our research on the customer experience.

We work with you to develop actionable design insights by:

• Designing cultural probes using digital ethnographic techniques such as online diaries

• Performing indepth interviewing, in customer communities or face to face, to gather observations and perceptions about your offering

• Organizing and facilitating focus groups, online or face to face, to develop insights into the attributes important to group perception and product differentiation

• Providing contextual inquiry into the activities your offering is intended to support, and informing developers of those observations' significance to initial design and prototype efforts

• Identifying and connecting with "lead users" of your offering to develop insights into how to innovate with products and services

• Developing surveys to estimate the emotional appeal and degree of satisfaction wtih your offering, as well as its support across channels over time