There's much to see here. So, take your time, look around, and learn all you can about us. We hope you enjoy this little dip into some of our recent work and if you have a question, feel free to drop us a line.
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The Marlowe Theatre approached Kingfisher to help them inform and test a Customer Journey Strategy which would immediately elevate customers' experience.
Taking a collaborative approach with their entire workforce from Front of House to Senior Strategy Leads, Kingfisher’s Insight and Strategy team identified a clear way to help the organisation lift their proposition for their customers, continually strive for best in class experiences and track performance on an ongoing basis.
Adidas briefed Kingfisher to bring to life their local German consumer segments. They were especially interested to learn how consumers’ lives, values, interests and inspirations related to their health and wellbeing behaviours, and how they have been impacted by new technologies and the rise of social media. As well as Local Cultural Trend in house interviews, consumer groups and semi-structured depth interviews, we asked Adidas consumers to complete self-reporting ethnographic tasks, to help bring their motivations and interests to life. Our fast turnaround multimedia outputs were then used to fuel new product development, European marketing strategy, and local communications planning.
Kingfisher conducted online UX research to explore current interaction experiences and new needs arising from both sales advisors and retail customers in UK, Turkey and Spain. The entire project was completed in just 5 days with delivery of a comprehensive debrief with full report the following day for each market. We brought to life critical aspects of Vodafone's retail sales moments for cross market optimisation, plus provided valuable insights on how to improve customers' journeys and ensure speedy discovery and clear sales pathways.
Accessing unmediated mobile behaviour, identifying key Customer Trends and harnessing Netnography, Kingfisher helped O2 understand how brand owners can best leverage mobile to connect with their target audiences, push relevant content, deliver personalised messages, get the most from location-based tools, and generally optimise mobile’s place and value within their overall media mix.
BT Enterprise wanted a deeper understanding of their BT business users' needs and experiences, to inform communications specifically along the journey to getting a business router. Through our engagement of SME owners, we were not just able to identify clear insight-born recommendations on what their target audience expects from BT in terms of care, support services, and device efficacy but also explore unboxing and ease of set up, plus we delivered immediately actionable user journey comms optimisation ideas.
Through online community engagement and f2f immersion safaris in 4 markets across Europe, we brought to life the needs and drivers of their target segments, enabling cross-functional stakeholder and European marketing teams to identify clear ways to drive engagement with Philips’ new audio offering. Our outputs informed European marketing strategy and PR and adding value, our recommendations shed light on commercial opportunities for future innovation and enhanced customer journey engagement.
We were commissioned to validate the commercial feasibility of an online news aggregation app by exploring appetite in the market, target user criteria and daily news needs. We worked with the client's in-house UX team to trial an early stage prototype with customers, and designed and ran an online quant survey with target audiences. 10 x 1hr user-depth interviews followed, deep diving key objectives through psychographic dialogue, stimulus exploration and projective technique. Results were definitive and empirically evidenced commercial directives were delivered within just 3 days.
O2 Corporate (O2’s B2B division), wanted fresh thinking on emerging customer service expectations so to stay ahead of fast changing business customer expectations. Kingfisher conducted expert interviews and created a series of think pieces based on expert roundtable events and stakeholder interviews. Our work culminated in an insights "bank" and strategic recommendations covering key principles for customer service design, new customer retention and acquisition strategy and marketing execution.
With a global presence and local market experts in UX strategy, user research and qualitative and quantitative methods, Kingfisher Consultancy were commissioned to survey PayPal’s customers across 30 countries (in 10 languages) to explore specifics in current customer experience, get quant and qual feedback and provide themed insights into customers perspectives on competitor offerings, and find out what added value benefits business customers wanted from an end-to-end commerce platform partner.
Delivering Marketing Strategy expertise working with fundraising organisation Common and Kind and musicians from around the world to help produce a charity single with supporting campaign materials for the UNHCR
To make 5 of Coca Cola's water, iced tea and juice brands market leaders, we provided deep dive local semiotics and trends reports covering how to leverage dominant and emergent codes for renewed packaging, claims, and comms drawing on local consumer need-states and cultural trends.
The multi-country work was completed in 5 days.
Delivered Video Self Ethnography with front line workers around the globe and provided the WHO with local language translations to help them stop the spread of myths and misinformation during COVID-19
Conducted a huge piece of Discourse Analysis of UK-wide mainstream newspaper financial articles, to help provide insights for Triodos' PR and Marketing teams in their campaign ‘Change your Bank, Change the World’, which went viral.
Supporting Common and Kind's multi-channel communications, creative development and audience engagement strategy helping them achieve their distinctive purpose: to make a positive difference i the world through the enduring power of human unity.
Completed a review of UK-wide online news articles to determine how active travel and participants in active travel are portrayed in the media. Our analysis and report allowed Sustrans to better understand media representations of active travel so to inform brand and press strategy.
Cultural Insight and Trends Research across Europe to inform Category Growth for National Champion Brands
Video Ethnography, In Home Interviews and User Testing Focus Groups to inform new service and usability features for Family and Kids audiences
Sustainability Strategy development and Action Planning informed by consumer IDIs, Expert engagement, and R&D alternative materials workshopping
Semiotic analysis of how pollution is communicated across 4 markets (India, Poland, UK and China) to inform disruptive category creation and a pioneering positioning strategy for a new nasal care brand
Identifying gaming and entertainment needs and motivations across different audience types for multichannel, multi-market campaigning
Delivering innovative ways of getting under the skin of cricketing fans’ local and national identities
Empowering senior stakeholder teams to embrace Agelessness through powerful insights and immersion, we informed internal cultural change via actionable diversity and inclusivity strategy
Our behavioural science and insight teams were commissioned to facilitate focus groups in the UK and France for creative exploration and campaign optimization
Competitor Auditing, KPI Quant Tracking, Customer interviewing and in store ethnography, plus semiotic analysis to inform brand experience optimisation and distinctive differentiation