Consumer Insights

Investigative Toolset

1 on 1 interviews
Focus group facilitation
Online usability tests
Social listening
Competitive and category research
Macro cultural trends
Synthesising client's existing consumer research

Behavioural Economics

My briefs are often grounded in behavioural economics and decision sciences to help drive behaviour change.

Ask me about my Cognitive Biases Show and Tell for Tourism Ireland.

Persona and Customer Journey Development

I have extensive experience building personas and customer journeys for a range of clients including pharma, banking, FMCG, tourism and property development. Most recently at Havas I developed a persona and customer journey playbook for use across agency and our clients. The playbook included:

1.0 Introduction
1.1. What is a persona and customer experience journey (CEJ)
1.2. Why do you need them?
1.3. In what situations do we use them?
1.4. How they fit into our process
1.5. What makes a good persona and CEJ?
1.6. The role of tech enabled personas and CEJs
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2.0. Developing Personas
2.1. Expected outcomes
2.2. Starting point
2.3. Dimensions and sources of data
2.4. Building out personas
2.5. Test and learn
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3.0 Developing Customer Experience Journeys
3.1. Expected outcomes
3.2. Starting point
3.3. Dimensions and sources of data
3.4. Building out CEJs
3.5. Quantifying the CEJ