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People and journeys

See the experience through the people living it.

Understand what makes customers stay, employees engage and users succeed. Our research connects feedback and real-world behaviour to improvements across products, services and workplaces.

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Conceptual customer feedback with positive, neutral and negative ratings
Designed around your questionExperience research areas

Is this the right service?

Questions we can help you explore.

  • Where does the journey create friction, uncertainty, or unmet expectations?
  • How do people understand and use the product, service, or process?
  • Which moments and drivers matter enough to measure over time?
  • How should evidence become a focused improvement roadmap?

Experience research areas

Different relationships. Distinct research needs.

Customers, users, employees and wider stakeholders have different relationships with an organization. We define whose experience matters, where to look and what improvement the research should inform.

01

Customer experience

Understand what customers experience from first contact through purchase, onboarding, service and renewal. Journey interviews explain the moments that matter; satisfaction studies measure how those moments are performing. We connect CSAT, Net Promoter Score and Customer Effort Score with customer context, so teams can understand the reasons behind a score.

  • Journey research
  • Voice-of-customer, CSAT, NPS and effort studies
  • Service improvement questions

What this can deliver

A customer journey, segment or touchpoint comparisons and a prioritized set of service improvements.

02

User experience

Watch how people complete meaningful tasks on a product, platform or prototype. Interviews and moderated usability sessions reveal where language, navigation, trust or interaction design creates friction. Research can support early concept development, pre-launch validation or improvement of an existing experience across devices.

  • User interviews
  • Usability evaluation
  • Concept and prototype research

What this can deliver

Task-level findings, usability issues with supporting evidence and design questions to resolve in the next iteration.

03

Employee experience

Listen across the employee lifecycle, from recruitment and onboarding to development, day-to-day work and exit. Engagement surveys, focused interviews and pulse studies examine leadership communication, recognition, culture and reasons for staying or leaving. Reporting groups and confidentiality arrangements are agreed to protect participation and avoid exposing individuals.

  • Onboarding and lifecycle
  • Engagement and pulse research
  • Exit and attrition questions

What this can deliver

An employee experience baseline, themes by agreed reporting group and priorities for leadership or people teams.

04

Stakeholder and reputation

Explore how customers, employees, partners and other relevant stakeholders understand your organization. Research examines the gap between intended positioning and lived perception, including the signals that build or weaken trust. A consistent tracking design can help teams revisit those perceptions over time without assuming that every audience values the same things.

  • Stakeholder mapping
  • Trust and perception drivers
  • Reputation tracking design

What this can deliver

A stakeholder perception map, reputation drivers and evidence to inform communication and relationship priorities.

Your working route

Connect diagnosis, measurement, and action without flattening the journey.

  1. 01

    Map

    Define the audience, journey, touchpoints, and decision boundary.

    Output: Experience frame

  2. 02

    Diagnose

    Use qualitative research to surface context, needs, and friction.

    Output: Diagnostic evidence

  3. 03

    Measure

    Create a baseline or driver view where quantitative evidence is useful.

    Output: Measurement model

  4. 04

    Prioritize

    Connect issues to importance, feasibility, and the outcomes the team can influence.

    Output: Action priorities

  5. 05

    Track

    Define what should be revisited and what evidence would indicate change.

    Output: Learning plan

Before listening begins

A useful brief starts here.

  • Name the audience and experience boundary; customer, user, employee, and stakeholder research are not interchangeable.
  • Agree how qualitative diagnosis and quantitative measurement will connect.
  • Protect anonymity and power-sensitive participation, especially in employee research.
  • Use licensed benchmarks only when the source and comparison logic are clear.
Discuss an experience study

Questions about this service

How do CX and UX research differ?

Customer experience research examines the wider relationship with an organization, including service, purchase and ongoing support. User experience research looks more closely at how people understand and use a product or interface. They can complement each other without being interchangeable.

Can you help establish an experience baseline?

A study can establish a defined baseline for satisfaction, effort, engagement or another agreed measure. The audience, touchpoint, sampling approach and question wording must be consistent enough to support meaningful comparison in future waves.

How is employee feedback handled?

Before collection, we agree participant communications, access to responses and reporting groups. Confidentiality and the risk of identifying individuals in small teams shape the research design. Participation arrangements and reporting boundaries are made clear at the outset.

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