Consumer Experience

Only with a thorough understanding of the customer experience can we hope to make it better – whether it’s the product packaging they pick up, their experience of the physical retail environment or their journey through digital platforms.

Traditional market research is useful at times, but it’s often overused and relies on self-reporting and post-rationalisation from customers who might struggle to articulate their experiences accurately.

That’s why, at Linney, we combine approaches like ethnographic observation, diary studies and workshops with traditional behavioural science to understand how and why customers think, behave and consume the way they do.

Using in-home and on-customer cameras, for instance, helps us to understand the spaces in which customers buy, interact with and consume products. Expert anthropologists and machine learning then enable us to rapidly process hundreds of hours of footage to glean the most compelling insights.

 

Virtual testing

We’ve created a range of immersive virtual environments to accurately reflect existing and potential customer experiences across clients, sectors and product offerings.

These environments open up fresh possibilities for consumer testing in physical spaces – often before they even exist.

Within them, we use techniques such as eye tracking, timed tests and recall exercises to understand, explain, iterate and evolve user expectations and experiences of products and brands.

Digital journeys

We help create the path of least resistance for digital users. Our experienced UX researchers are abreast with new and established lab and field-based research methods, and conduct industry-leading user studies.

Together with UX designers and digital architects, they’ll translate our findings and suggestions into wireframes, prototypes and visual designs, and build and test a range of digital platforms, from in-store kiosks and screens to apps, websites and mobile experiences.