Contextual Enquiry

Creating meaningful customer experiences fosters loyalty and requires a genuine connection with customers.

Contextual enquiry is about immersion in the actual environment of target customers to gain rich insights and the "aha" moments which stimulate new concepts .

It is a holistic, in-depth technique which entails shadowing and one-on-one interviews to explore and validate what is observed. Alternatively "probes" such as individual diary studies or online community blogging around a specific process place customers in an active, co-researcher role.

Symplicit takes an organic approach to Contextual Enquiry services because as we deliver findings you often learn about the unexpected or find that things in your peripheral vision need focus. A responsive, modular approach allows us to home in on activities that will seed your product or service innovation or improvement.

Contextual Enquiry is a powerful way to shape an opportunity identified through initial market research into meaningful customer experience. Our research recommendations address both strategy and design direction which enables your team to begin articulating and realising the intent of your vision.

Our research and design expertise assists you to move seamlessly from insights into action. Research insights can be encapsulated in user models, called Personas, and translated into high-level concepts for design using prototypes. Concepts are progressively refined through planning, design and development to completion.

Quality research seeds products and services that customers want, use and value - which all add up to loyal customers.

Read our White Paper "Eye Tracking: Measurable Customer Insights"