The Context

As part of an exploratory study to understand the gamer universe across geographies, Pensaar Design was brought on board to understand the gaming ecosystem in India and the gamer mindsets and profiles. This study was done in conjunction with a similar exercise across other markets like China and the USA, to identify patterns and similarities and any points of regional distinction.

Our process

The research process involved Video Ethnography combined with a Diary Study.

There were 3 stages to the research, a pre-interview, a 7day diary study, followed by a post diary interview including game play observations.

the respondents

A mix of participants across gender and age as below.

what we set out to understand 

OUTCOME

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The Context

Small and Medium Business prioritise growing their business & acquiring customers as their #1 priority. SMB Owners look for help in growing their business and using technology to interact with customers that are not in their immediate locale. Our clients were looking to identify key customer segments to focus their efforts on, then identify business opportunities for their technology solutions and also understand how to increase adoption with their current suite of products

OUR PROCESS

Pensaar Design started with trend analysis to zero in on the focus SMB segments. We then carried out in-depth qualitative & quantitative research across India to uncover SMB mindsets, cultural belief systems & patterns, understand pain points to carve out new opportunities for our client. Also reimagined our clients current suite of products to increase SMB adoption

Identify growth opportunities to help SMBs Grow their Business

Heuristic design principles we used to evaluate the current solutions

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Context

Pensaar Design was tasked with bringing about a shift towards game changing thinking with the leadership team of the India business of a global finance management and also help craft and articulate a bold vision, one that would deliver customer delight while exponentially growing business.

PROCESS

The research process involved understanding the client’s customer base and their association and relationship with the product in question. A detailed understanding of the key stakeholders and the core team helped us get a good sense of their approach to work and their expectations for the product in the next 5 years. The research gave us a view into the mindsets, current org. challenges, customer product perceptions and the competitive context, which was in turn leveraged to craft the vision and strategy for the organisation.

vision and strategy workshop

While building the vision and strategy for the way forward it was also important to ensure the core team was letting go of all existing biases and also to re-frame existing mindsets.

Vision & strategy for leadership alignment on way forward

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CONTEXT

Our client wanted to redesign their product experience to be more relevant and contextual to their users and build competitive advantage in a very developed market.

our process

Pensaar Design did a heuristic analysis of their existing platform as well as carried qualitative research with employees, HR professionals, managers across small and mid sized companies to create a more engaging R&R experience.

OUR FINDINGS

OUR SOLUTION

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Context

A global anti-virus tech company already surpassing category growth was looking to build customer centricity as a core skill and value to win with customers in the long-term. To relentlessly protect what matters most to their customers.

PROCESS

Pensaar Design carried out an in-depth qualitative research with individuals across various levels of leadership within the company and global customers. We then synthesised our finding & co-created the Customer Obsession Framework with the company’s leadership. We then created learning material, trained and helped selected ambassadors of change apply Customer Obsession on priority projects. We are now scaling our efforts and helping build capability within the organisation

CONTEXTUAL INQUIRIES WITH EMPLOYEES

Deep-ended research to understand employee mindsets, behaviours and current practices. We did in-person interactions with most locations and a few phone interviews with remote employees. We used this information to then synthesise current mindsets

CONTEXTUAL INQUIRIES WITH customers

Deep-ended research discussions & observation of how customers use technology. Understood attitudes, mindsets, behaviours and current practices through a series of exercises, conversation and observations. All the while we were looking for cultural contexts & nuances that influenced customers.

Aslo see

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Context

A leading cricket-content and fantasy platform was looking to grow their customer base and increase frequency of use by redesigning their existing platform to create an engaging and intuitive experience. 

PROCESS

Pensaar Design started by performing an in-depth analysis of over 20 competitors, followed by a heuristic evaluation of the current platform to get a holistic view of the digital sports content industry and to determine areas of improvement. We then conducted deep qualitative research, and spoke to 3 internal stakeholders and 14 customers, to understand their pains, desires, and motivations while using our platform, competitor platforms and their reactions to new explorative concepts. Equipped with this knowledge, we arrived at insights that helped us define what the future of engaging cricket fans can look like and how differentiation from competitors can be sought after. The team then carried out an iterative sprint and incorporated the insights to design an engaging and intuitive fantasy platform and also made heuristic recommendations to improve the experience of the cricket content platform. 

Strategy & Approach

While building the strategy and approach for the way forward it was important to understand the competitor ecosystem and to ensure the core team was letting go of all existing biases and also to re-frame existing mindsets.

INsights

Visual explorations

While working on the UI, we did a visual exploration to better understand our clients and their needs. We also showcased some of the latest trends in visual design that could differentiate them from their competitors.

FInal SOlutions

Our designs showcased the company brand colours throughout. We also portrayed a sporty and playful feeling with the solid gradient that resonates with the cricket  and sports fans. 

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Context

A global anti-virus tech company was looking to build customer centric experiences to promote upgrade mindsets amongst their existing customers, and were seeking experience recommendations to position themselves beyond just an anti-virus company. Our client was looking to identify key customer behaviours and motivations to focus their efforts on, then identify relevant experience-based opportunities for their product packages in order to understand how to increase upgrade incidences for their current suite of products. 

PROCESS

Pensaar Design started with identifying upgrade behaviour principles and subsequently carrying out competition benchmarking and case study analysis to zero in on the specific customer behaviours and mindsets. We then carried out in-depth qualitative & quantitative research across multiple locations both in India and across the globe, to uncover customer behaviours, motivations & perceptions as well as understand pain points to carve out new experience opportunities for our client.

Qualitative research 

Quantitative research 

The Context

A global anti-virus tech company was looking to build customer-centric experiences to promote upgrade mindsets amongst their existing customers and were seeking experience recommendations to position themselves beyond just an anti-virus company. Our client was looking to identify key customer behaviors and motivations to focus their efforts on, then identify relevant experience-based opportunities for their product packages in order to understand how to increase upgrade incidences for their current suite of products.

Our process

Pensaar Design started with identifying upgrade behavior principles and subsequently carrying out competition benchmarking and case study analysis to zero in on the specific customer behaviors and mindsets. We then carried out in-depth qualitative & quantitative research across multiple locations both in India and across the globe, to uncover customer behaviors, motivations & perceptions as well as understand pain points to carve out new experience opportunities for our client.

QUALITATIVE RESEARCH

QUANTITATIVE RESEARCH

case study

FINDINGS

THE outcome

The Context

A multinational financial and retail technology company was looking to ingrain CX into their way of working and develop a CX strategy & roadmap for the organisation. During the course of the project they also wanted educate leadership and key cross functional teams about CX.

Our process

Pensaar Design conducted in-depth qualitative research with individuals across various functions within the company and US customers. The research was aimed at outlining the customer journey map, identifying points of interaction, pain points, joyful events and the overall experience at different touchpoint. Having identified opportunity areas for improving CX a CX strategy and roadmap was developed. 

To complement the CX strategy and support it we also developed a CX playbook that will serve to support teams as they transition into becoming a more CX focused organisation.

Helping an Enterprise Rewards & Recognition Company be more Customer Centric

#Culture #BusinessGrowth #Innovation #Research #UIUX #Service Design

CONTEXT

Our client has a robust R&R platform and wanted to explore opportunities on how they could they could redesign the employee milestone solution to be more experiential and meaningful to the employees of companies that were their clients.

OUR PROCESS

Pensaar Design carried out in-depth qualitative research with employees, HR professionals, managers across mid and large sized companies to deeply understand their experiences and motivations.

Our Findings

SOLUTIONS

cONTEXT

Our client has a robust R&R platform with products and services wherein a large portion remained unexplored with their clients. This in turn had a direct impact of potential business growth. Our client looked to us to design a solution that would allow meaningful products and services to be part of the business conversation and sale.

OUR PROCESS

Pensaar Design carried out an in-depth heuristics of the current platform, conducted interviews with key stakeholders to understand the business pitch process and studied their business processes to carve out gaps and insights. We then introduced the service design discipline to redesign the business pitch experience and co created the Service Design Blueprint that today has formed their new business pitch framework. 

HEURISTIC EVALUATION WITH RECOMMENDATION 

service design blueprint

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Context

A multinational financial and retail technology company was looking to transition from on-prem software solutions to ‘as a Service’ solutions for their customers. The interactive video teller was a key part of the transformation for the organisation that would help financial organisations be more efficient and help more customers. 

Our Process

Pensaar Design conducted in-depth qualitative research with internal stakeholders and their customers who were financial institutions across the US. The effort was to determine whether there was a product-solution fit, product-market fit, with the eventual of creating a product experience that benefitted the customer and exceeded their expectations.

OUR FINDINGS

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