Investigating reasons for customer abandonment
running simulations and experiments to curb abandonment & increase customer adoption
#Customer Research #Experience Innovation
CONTEXT
The company had observed low adoption of some of their natural, packaged food products in select markets. They believed that packaged products are perceived to not be natural, thanks to their preservative content, leading to a drop in sales and adoption.
OUR PROCESS
Pensaar Design carried out qualitative research to test the hypothesis and also understand what other factors were contributing to low adoption. The team used a combination of research techniques like attitude mapping, contextual inquiries and prototype testing to uncover deep rooted mindsets and beliefs.
OUR FINDINGS
Using the Prototype Research technique, we created several low fidelity prototypes that allowed us to engage with customers easily and understand perceptions of people around branding, organic and packaged foods.
Attitude Mapping
Understanding attitudes around foods across different categories was integral to find patterns around packaged foods across different cultures.
OUR FINDINGS
The above insights became key opportunity areas for marketing and product innovation for the company. The marketing video based on the above insights became a huge success that led to increased sales.
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