SERVICE SECTOR
UNDERSTANDING THE PEOPLE BEHIND THE SERVICE
Our service sector experience focuses on understanding users, their experiences, expectations and responses to services, products and communications.
SERVICE SECTOR PROJECTS
01
User Experience Study
2024 | Kenya
Client: Transsion Holdings on behalf of TECNO
The Project
A user experience study designed to understand the experiences, needs and expectations of high-end smartphone users.
The research was intended to inform the positioning and improvement of the next generation of smartphones for the Kenyan market
What the study examined
- User experiences
- User needs
- User expectations
- High-end smartphone users
- Product positioning
- Opportunities for improving the next generation of smartphones
02
Safaricom Ad Test
2021 | Ethiopia
Client: Zeleman Communications Advertising and Productions PLC
The Project
An advertising effectiveness study designed to test Safaricom’s market-entry advertisement ahead of Ethiopia’s New Year.
A key component of the research was testing the clarity of the message, which communicated hope and a promise to provide a seamless customer experience through Safaricom’s products and services.
What the study examined
- Advertising effectiveness
- Message clarity
- Consumer interpretation of the communication
- The promise of seamless customer experience
- Market-entry communication
Good services begins by understanding the people who use them
Our experience in user experience and communications research helps organizations understand what people expect, how they experience products and services and how effectively those experiences and promises are being communicated