"Using customer insight to shape a new advisory service for an uncertain future landscape"

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Developing and reaching a final proposition to launch nation wide.

 

With the Retail Distribution Review on the horizon, they asked us to help shape a new advisory service. Research was required to flesh out details of the optimised proposition and validate decisions the business had made on key aspects such as pricing.

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The difficulty lay in anticipating how customer behaviour may change in order to model scenarios and design the optimal proposition.

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This required a multi-stage insight and consultancy process, involving depth interviews with a range of customers and prospects, a conjoint-based survey to direct development of the ultimate proposition, and the design of a modelling tool to support the business case.