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Transport
A large railway operator approached us to help them evaluate and improve the services and facilities they provide for disabled passengers. Together, we sought feedback from disabled and older passengers and their carers, as well as parents of disabled children who had lived experience of the issues faced.
By listening to the needs of their minority audiences, the railway operator was able to design solutions specifically targeted at improving accessibility, especially at stations.
Telecomms
When a national communications company asked us to help them understand the attitudes of vulnerable customers towards a pay TV service, they suspected that a percentage of them may have been on legacy deals not best suited to their needs. We carried out a quantitative survey and in-depth interviews to help the company understand the extent of the situation and the true needs of their audiences.
While the company offered a range of prices for a single package, our findings revealed a need to improve communications around pricing when initial discounts expired at contract end.
Charity
A leading cancer charity asked us to help them understand experiences of cancer treatment and care. Our goal was to conduct a large-scale survey to capture the experiences of different groups of people living with cancer to inform strategic changes. Due to the specific nature of the audience we wanted to engage, we worked with the National Cancer Patient Experience Survey to implement a recontact study targeting different patient groups.
It was an approach that worked, with over 10,000 responses that have informed a highly robust understanding of the cancer care people receive and the ways this impacts their quality of life. These insights enabled them to develop more tailored treatment and care services, which have formed the basis of a new five-year plan.
