DIGITAL TRANSFORMATION
Research & Discovery
Understand your customers & unlock insights.
Discovery Phase
Joined-Up Research Approach
Here at Pancentric, we champion customer-led digital transformation. Our consultants and research partners will work with you to devise the optimum mix of research activities to gain the insights you need, as cost-effectively as possible - saving you time and money. Importantly, we also provide a strategic bridge from the project discovery phase into your proposition development, journey mapping design and digital execution.
Insight Led Digital Transformation
Your Digital Journey Starts Here
Our discovery team use the design thinking process to help shape your path to digital transformation, unlocking and interpreting customer insight, problem solving and applying innovative solutions. We're the strategic bridge towards commercially effective digital development.
Discovery Workshops
Shaping purpose & aligning stakeholders
Our discovery workshops help your team align on their project vision and digital strategy priorities. We use collaborative techniques to help you define your value proposition and customer experience ambitions. In this early discovery process, we will problem solve with you to align on digital performance concerns, known customer pain points and insight gaps, operational & IT dependencies and weaknesses, and wider project delivery considerations. By defining your target audience and the problems, we can align your business goals and project management roadmap.
Outputs: Align on digital strategy, customer insight gaps and research focus, project priorities, KPIs, roadmap.
Customer Research
Understanding pain-points & opportunities
We specialise in customer-centric design, and will devise the optimal mix of customer insight activities to help you better understand your target audience. Research activities may include focus groups and/or in-depth interviews with target customers. Sometimes 'Service Safaris' are used for field observation with frontline teams and local customers. We use deep-dive workshops to enable 'as-is' customer journey mapping, develop buyer personas, and plot related back-office processes. Quantitative surveys run alongside qualitative activities for a full picture of your customer-base.
Outputs. Defined buyer personas, 'as-is' journey maps, and service blueprints to steer customer-led design.
UX Audits & Benchmarking
Identifying friction & best practice
Reasons for friction in your customer experience can be many. Poor UX in your digital journeys. Cross-channel optimisation issues. Technical performance issues. For digital transformation to be effective, you need to know what's working and what isn't. We can perform a website audit of your 'as-is' customer experience using a mix of expert reviews, analytics and benchmarking, to uncover and prioritise the friction areas on your site. For the insurance industry, we have a specialist digital experience benchmarking service, allowing you to explore and compare your usability against over 230 insurer brands.
Outputs. Identify friction areas, innovation opportunities, understand competitor position, prioritise investment.
Insurance benchmarking service
Discover DigitalBar
Compare the user journeys of the UK's top insurers
Pancentric Digital has teamed up with insurance specialists Altus Consulting to create DigitalBar, an independent insurance benchmarking service that ranks the digital capabilities and usability standards of over 230 UK Insurance brands. Explore customer journeys, rank your digital capabilities against your competition, and exploit opportunities for innovation.
Your Design Thinking Toolkit
Download our free Design Thinking Toolkit to unlock innovative techniques to help your business ask the right design questions and shape the best proposition.
This 25 page toolkit has expert advice and templates, giving your team all the tools to kick-off your own design thinking workshops, and truly get into the mindset of customer desirability, design feasibility and product viability.
Getting Hands On
Examples of Discovery Workshops
We get teams collaborating to get into the mindset of their customer to better understand them, and start to identify their product audiences through buyer personas.
Our approach is to build strong chemistry and common purpose with our client team and partners - collaborate, go on the journey together.
YOUR DISCOVERY QUESTIONS
Research & Discovery FAQs
The primary goal is to understand your customers and unlock insights to define the best digital strategy and transformation roadmap. The process uses a design thinking approach to interpret customer insight, problem-solve, and align business goals with customer experience ambitions.
Discovery Workshops are designed to shape purpose and align stakeholders. Activities include collaborative techniques to define the value proposition, align on digital strategy priorities and KPIs, address customer pain points, and map out project roadmaps.
The key deliverables are a defined Digital Strategy Roadmap, validated Buyer Personas, 'As-Is' Customer Journey Maps, identified friction areas, and prioritized investment opportunities. These tangible assets directly inform the next phases of design and development.
The duration is tailored to the project's complexity and scope. It can range from intensive, focused 2–4 week workshops for defining strategy to longer engagements combining extensive customer research and technical auditing.
No. The Discovery phase is a standalone project designed to de-risk future investment. You receive the full strategic outputs to inform your next steps, whether you continue with Pancentric or choose an alternative partner.
We devise an optimal mix of customer insight activities, which may include focus groups, in-depth interviews, 'Service Safaris' (field observation), and surveys. Key outputs are defined buyer personas, 'as-is' customer journey maps, and service blueprints to steer customer-led design.
UX Audits and Benchmarking are used to identify friction and best practices within the customer experience. We perform website audits, expert reviews, and analytics to uncover and prioritize friction areas, identify innovation opportunities, and understand competitor positions.
Yes. Pancentric offers DigitalBar, an independent insurance benchmarking service created with Altus Consulting. It ranks the digital capabilities and usability standards of over 230 UK Insurance brands to help clients compare user journeys and exploit innovation opportunities.