No matter the level of investment, if a proposition doesn’t convince in the moment, it falls flat. Most journey mapping or shopper insight focuses on the final conversion decision as a singular snapshot – but brand cues, pricing, packaging and POS all influence take-up, each a moment of truth in its own right. As digitisation evolves, this process only gets messier, as consumers compare across channels, browse while dual-screening and purchase through entirely new payment platforms.
What you walk away with
Immersive ethnography
We get close to consumers in a way most research doesn't - in-store, at home, mid-scroll. Using ethnography and consumer journalism, we map not just the path to purchase but the whole world around it, because the context surrounding a decision shapes it just as much as the decision itself.
Shopper insight
For retail and FMCG brands, converting at shelf is the final hurdle. Here, the biggest challenge isn't winning a considered decision - it's breaking shoppers' autopilot. Irrational, quick and guided by gut feel, these decisions are hard to unpick. By experiencing the moment with shoppers, not after the fact, we uncover the drivers and friction points otherwise hard to articulate - leveraging in-moment intercepts, assisted shops and surfs, and eye-tracking.
Optimisation
Insights optimise every part of the experience: re-thinking space and POS, sharpening pricing and promotion mechanics, and strengthening brand cues at shelf. We don't just map where people are - we tell you what to change next.
Our experience
Our approach tests in-the-moment experiences - in-person or online - to understand where journeys fall flat and where to optimise. Recent work spans Primark, Halfords, TK Maxx, Sainsbury's, the Crown Estate and CRUK retail, plus published case studies on the high street, brand revitalisation and the National Lottery's digital experience.
