Development of New Digital Platforms and Touch-Points

Case studies

INSURANCE

Development of New Digital Platforms and Touch-Points

Our client wanted to invest in new digital platforms and touch-points which would revolutionize the business, and enable a new style of relationship with customers and agents

Photo by Scott Graham on Unsplash

OUR WORK

Digital ethnography with customers and non customers to understand category journeys and especially pain points
Groups to identify category digital needs and screen 90 new ideas against them
N=2300 quantitative self complete surveys with respondents aged 20-69
Digital U&A, hypotheses validation and opportunity identification, plus screening 40 new digital product ideas

THE OUTCOME

A roadmap for digital development and deployment, including identifying the 4 digital initiatives to be developed and launched by the team.

We presented the outcomes to the client digital team and Accenture.

“Great work was done, critical discoveries were made, and many, many hours were spent discussing and re-discussing what we’d learnt, what it meant and how to communicate it… It was the classic recipe for a year of stress, but you all made it a great year of interactive learning with lots of insights to build on for next year. I don’t want to imagine what the year would have been like without you."

- Client voice

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Account Manager (Qualitative)

Account Manager is a mid-level client service role that entails responsibility for small to mid-size market research projects.

Responsibilities

Building and maintaining client relationships
Qualitative research project management
Respondent interviewing and moderation (depth interviews and focus groups)
Report writing and presentation
Starting to take a leader role within the business and mentoring others

Qualifications

University degree
Native or N1 level Japanese
5+ years experience in a market research agency
Interviewing and moderation experience

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SAORI HIRASAWA

Project Manager

Everyday at CarterJMRN is so different, and that’s why I enjoy working here. I always start my day by following my to-do list – though it’s rare that I can follow them precisely because there are always new projects and tasks. It is very important for us to keep up with the fast pace and be flexible. The best part of working here is learning. I am exposed to a wide range of industries which ensures that I am never bored. After working at CarterJMRN, I have come to see the world differently – even if it’s just the way I look at doing my shopping. For example, I closely observe clients’ products, competitors, layout of the shelving units, observing people’s behavior, etc.. We consider ourselves as a “partner” of our clients and work together with them. It requires a lot of effort to work in a team with very high professional standard, but it has been equally rewarding.