Our client list has included the government organisations ASIC, ACCC, the Productivity Commission and the NSW Police; financial services brands like ALI Group, Industry SuperFunds, and Westpac; not-for profits such as CCNB and ZAA.
Our work has been used by governments in developing policy and by financial services firms and not-for-profit organisations in submissions to government. We have helped clients develop better targeted marketing, channel and communication strategies. We have used our linguistic and sensemaking skills to to give our clients the tools and greater confidence to create clearer communication and more suitable and desirable products.
We have the research expertise, resources and processes specifically designed for clients like you. Your situation is unique, so we take time with you upfront to understand your organisation, your strategy, your category and your customers, members, users, donors etc so we can design research to give you the insights you need. We then use our social science training to design innovative techniques that sit beside the tried-and-tested research methods that we use for deep understanding, and provide robust, actionable interpretation of the results. We are based in Sydney and have helped small, medium and large businesses, government agencies, and not-for-profits across Australia.
Many of our clients come to us because their world is changing. What once seemed certain is now very uncertain. Of course, the pandemic has had much to do with this, but it is not only pandemics that cause uncertainty. New regulations in financial services, many coming into effect in 2021, are placing greater demands on our clients who ask us for insight and direction. Other clients are experiencing highly dynamic competitive marketplaces, so they have come to us for insights about new service channels or to explore rebranding options. Others are seeing changing social trends that they need to make sense of.
One of the most difficult tasks for anyone in a large organisation is knowing how to communicate complex or technical material to the general public. We see this all the time and empathise. When you are writing about legal processes, you must use precise language. We get that. The problem is that members of the general public may not understand it, so in the end you have not achieved your aim.
The years before retirement in Australia is a time of transition, that is partly behavioural but is also a search for meaning and a rethinking about identity.
Lots of changes can happen at this time. Some people cut back on their work hours, some people retire and then go back to work. The decision to retire is (of course) partly about money. Many pre-retirees worry that they will not have enough to live on.
Sense-making is a new way to think about customer experience research and decision-making research.
Sense-making is about how people make sense of the communications we test. It explains why they get somethings right and others wrong. It is about how people make sense of service experiences. It explains what is going on the mind of the customer during a service journey and how people make sense of the products and sensory experiences we test
Sense-making adds a unique perspective and a greater depth of insight to all our research.