Our Approach to Experience Research
We believe every interaction with a product or service impacts the customer experience and their opinion of your brand or products. As a result, we engage in conversations with customers to understand their experiences and emotions before, during and after using a client’s products.
Our research methods vary depending on the topic, tangibility and overall research objectives. We design each research plan with the goal of uncovering the most strategic insights and can create plans to meet them where consumers are, whether in a store, in their home, or through a video diary or an online bulletin board.
Customer Experience - User Experience -
Customer Experience - User Experience -
CASE STUDY
LBR Insight revealed a brand’s experiential value through in-store ethnographic research
The Challenge:
A large fast food restaurant needed to better understand the customer experience in-store and explore the emotional relationship between the brand and its consumers. The client wanted to ultimately craft an experience principle and bring it to life through the brand’s experiences.
Our Approach:
LBR Insight conducted two-and-a-half-hour in-store interviews with eight pairs. Participants ordered food at the client’s and competitor’s restaurants to compare and contrast the experience, the vibe and the food. Using LEGO® bricks, they created models to represent the vibe of the client’s restaurant.
The Outcome:
The client’s learnings about the deep, unique emotional relationship its customers have with their brand helped them refine store elements such as interior design, signage, music, lighting, employee attitudes and language.
TESTIMONIAL
What differentiates LBR is their continual innovation in research, which brings a new level of sophistication and scope to their techniques and offerings that have routinely benefitted our business.
–– VP Customer Communications
CASE STUDY
LBR Insight helped improve a brand’s website messaging and interface ahead of its launch
The Challenge:
A leading online wellness company undertook a rebranding initiative, including a website redesign. LBR Insight conducted usability testing to understand if the new website experience motivated prospective customers to sign up.
Our Approach:
LBR Insight conducted a dozen online interviews with prospective customers to gauge overall reactions to the site redesign and understand what was or was not communicated about the client’s products. Customers also performed tasks to assess ease of use.
The Outcome:
The client was able to integrate consumer feedback into the refinement of their site design to ensure it is user-friendly and communicates the desired messages to prospective customers.