Consumer Research

Consumer Journey Study.

Consumer Journey Study is proven to be an effective method for clearly identifying barriers that hinder the purchasing process. Understanding the customer journey enables companies to customize unique touchpoints that not only drive sales but also create lasting impressions in consumers’ minds. This methodical approach facilitates the identification of improvement areas, ensures a holistic understanding of the conversion process, and paves the way for strategic enhancements.

  • What we do:

    • Visualizing Journey Phases: The first step involves breaking the customer journey into distinct phases, enabling clients to address challenges incrementally. This process relies on best practices, precise assessments from experienced consultants, and a nuanced understanding of the unique context of the situation.
    • Detailing the Vital Nodes: Within each phase of the customer journey, we collaborate with clients to pinpoint key interactions and critical decisions that influence whether customers move to the next stage. By employing a mix of qualitative and quantitative methods, we visualize meaningful step-by-step conversions.
    • Highlighting Discrepancies: Beyond providing a clear understanding of the current state, we guide clients in identifying gaps along the customer journey. This process yields valuable insights, highlights areas for improvement, and enables clients to prioritize enhancements based on urgency and impact.

  • Our Work:

    • For an FMCG brand experiencing sales stagnation, we conducted a comprehensive customer journey analysis, precisely identifying obstacles that hindered the sales process.
    • Collaborating with a multi-finance company, we strategically identified critical touchpoints for the brand that significantly impacted the overall customer journey. This initiative aimed to enhance brand presence, improve perceived value, and strategically position the company to move beyond competition based solely on price.
    • Partnering with an overseas university, we executed a project to define the student journey in deciding to study abroad. In this initiative, we assisted the client in identifying critical points where strategic interventions were necessary to effectively engage prospective students and influence them to choose the university.
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We not only display detailed data with high accuracy, but also look at it from a helicopter view to find blind spots and interesting insights behind existing data sets. With a variety of research methodologies to choose from, we are also committed to providing the best alternative research methods to suit client needs

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Evaluate brand strength through mapping brand position in consumers' minds, brand funnel, to brand health from the customer's perspective

With car clinic, we provide immersive product testing, enabling accurate simulation of the consumer consideration process.

Increase understanding of consumer behavior and preferences across segments, starting from the first touchpoint to the end of the customer journey

Assessing service performance from the customer's perspective through mystery shopping, index measurement, and loyalty level testing.

Determining business feasibility by measuring changes in customers, level of competition, market size and market growth.

Finding the right combination of product value and selling price by monitoring prices, measuring sensitivity, and testing product concepts

Monitoring the performance of the distribution system to the sales force, using observation methods and interviews with related parties to get a 360 degree view

Monitoring public perceptions and satisfaction with various public facilities and services, to increase public trust from time to time

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