A financial services brand wanted to serve deaf, hard of hearing and non-speaking customers better. Standard research shut those voices out, so we built a method that didn't.
A financial services brand wanted to serve deaf, hard of hearing and non-speaking customers better.
The brand couldn't improve what it couldn't hear. And standard research methods shut these customers' voices out.
The brand needed to hear from these customers directly, on a method that let them be heard.
How do you ask for someone's views when the usual methods shut them out?
We designed a methodology that let participants draw their opinions as artwork.
Their views, on their terms.
It was a method the client hadn't used before. They trusted us to deliver the insight they needed.
Brief to debrief took eight weeks.
A change in how the brand communicates. Across email and every other channel.
+35 NPS within the same group at the next wave.
Insight that changed how the customer service team operates.
More than the client thought the study could deliver.
A brilliant study and something completely different that we haven't done before. But TRD smashed it. We hadn't tried the methodology before but we trusted them to gain the insights we required to change how our customer service team operates. It without doubt provided even more than we thought it could. A brilliant piece of work.
No methodology, brief or perfectly formed problem required. Tell us what you're trying to understand or the decision you're facing.
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