Through a series of shopper journey interviews, accompanied shops, in store observations and a customer survey, we identified key stages in the shopper journey, the moments that matter for brand engagement, and the size of opportunities for the brand.

In addition, we identified how shoppers would like to be rewarded for their loyalty, and opportunities for the brand to engage with shoppers outside the store, resulting in increased shopper loyalty.

Asda recognise a lot of their stores are physically large and can be difficult to navigate for shoppers to conduct smaller shops. Insight was required to understand the customer experience of smaller shopper missions: replenishment, food for today, and distress; understand areas and departments in larger stores that matter most to shoppers for big and small shops; identify the opportunities and how to optimise store/department layout to meet shopper needs.

Through a combination of digital ethnography, accompanied shops, in-store observations, colleague engagement and a competitor review, we provided Asda with clear and actionable insight from across the store to quickly and efficiently improve the shopper experience for those on smaller missions without compromising provision for other shoppers.

Clarks wanted to get customer reactions to their new store design. They wanted to understand what the revamping of the store meant for the Clarks brand and if it attracts a new demographic. 

Across different days of the week we conducted observations, accompanied shops and intercepts at their new store to gauge customer reactions to the redesign and the impact it has on challenging brand perception, specifically one of their target segments.

The insight helped Clarks understand how their new store design was perceived, and identified tangible actions to increase appeal for their target customer.

This project was repeated in a store in Paris, France.

Following the acquisition of ScS by leading Italian furniture retailer, Poltronesofà, consumer research was required to establish the future branding of ScS.

Through a series of in-store group discussions followed by a quantitative survey, we sought to:

- Establish consumer perceptions of the ScS brand

- Evaluate the ScS brand alongside competitors

- Establish perceptions of Poltronesofà brand amongst UK consumers

The key tension that needed to be unpicked and navigated was that of an established UK brand versus an Italian name that UK consumers did not know what it meant.

Odysea wanted to understand the consumer decision making process when they are stood at a shelf for ambient olives, olive oil and feta.

Across two different locations, we conducted observations, shopper intercepts and accompanied shops at a supermarket to understand the shopper experience and capture in-the-moment consumer decision making. 

Presented through decision making diagrams, the insight captured as provided the client with greater understanding of how shoppers shop the category and how they can optimise appeal on shelf.

Our client wanted to understand when and why customers purchased their product, attitudes to online purchasing and to explore brand perception and its place in the customer journey.

We sought to understand attitudes to the category though exploring motivations for purchase, occasions when experience gifts are sought and customer needs when browsing.

Through a series of sessions with customers and consumers who purchase other brands we were able to ascertain purchasing motivations and needs when buying, ways of searching, and considerations when purchasing such gifts online.