Background

Pitney Bowes wanted to understand if a new web-based product they recently launched resonated with their customers.

The Challenge

The goal of the research was to gain a qualitative understanding of how their users thought about and used their small business products.

Project Components

To understand if the new product appealed to Pitney Bowes’ customers, we interviewed 20 current customers from various demographics. In a series of In-Depth Interviews, we discussed interviewee’s work environments, work styles, and lifestyle choices.

After completing the interviews, we conducted analysis and synthesis to pull out key findings and discover opportunities for Pitney Bowes. After much discussion we compiled these findings into a Customer Insights Report.

Solution

The Customer Insights Report consisted of key themes organized around customers’ impressions of the new product, as well as their general work habits and needs. The report empowered Pitney Bowes stakeholders with a compelling story, and helped them make decisions about their product based on real customer data.