A technology services firm preparing a major public sector bid needed to understand how end-users and key stakeholders experienced the existing service before submitting, so it could build a customer strategy grounded in real insight rather than internal assumption.
What we established
We engaged business users, public organisations, and emergency responders who interacted with the existing service, speaking with each independently to establish the genuine pain points, what mattered most in practice, and where a new provider would need to demonstrate clear improvement.
What changed
The bid team was able to build a customer strategy directly informed by the people it would be serving rather than by assumption. The research materially strengthened the bid's credibility on service design and gave the team concrete, defensible evidence to support its commercial proposition.
Similar situations we have supported
Pre-commitment · Financial Services · Expert Network
A specialist insurance market research programme required direct access to practising underwriters and brokers operating within the Lloyd's market to inform product development work ahead of a significant platform commitment.
Pre-commitment · Financial Services · Expert Network
A leading UK challenger bank needed to understand the decision-making processes and unmet needs of small and medium-sized business owners across different segments before committing to a product development direction.
Pre-commitment · Financial Services · Expert Network
A financial data and analytics provider needed direct access to current and former portfolio managers in asset management to validate product assumptions before a significant development commitment.
Working on a decision like this?
Tell us the decision and what is at stake. We will give you a direct view of whether a Sprint is the right approach.