Our Research Backed Approach Combines Strategy, Design and Execution
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Intervention Interview
Experience Reflection Interview
Clue Scanning®
Observational Analysis
Experience Effectiveness Evaluation™
Language Analysis
What it is:
Short, in-the-moment experience probes conducted immediately after an interaction to access emotional reactions, unconscious interpretations, and perception-forming signals while they are still active.
Why it matters:
Captures experience at the point where emotional meaning is formed, before rationalization reshapes memory.
Benefit:
Reveals the gap between intended experience and emotionally interpreted experience, surfacing subconscious reactions, expectation violations, and perception shifts that traditional interviews and surveys miss.
What it is:
A structured deep-exploration method built on metaphor elicitation techniques, designed to surface unconscious thought patterns, emotional associations, and underlying mental models that shape how people interpret experiences, not a traditional interview, but a guided process using imagery, story, and symbolic reflection.
Why it matters:
Much of human meaning-making happens through metaphors and imagery, which reveal beliefs and emotions people cannot access through direct questioning.
Benefit:
Uncovers the hidden emotional imprints, beliefs, and decision frameworks influencing choice, trust, and loyalty, giving leaders access to the psychological drivers behind behavior rather than surface-level explanations.
What it is:
A systematic evaluation of environments, processes, and behaviors to identify the sensory, behavioral, and symbolic signals (“clues”) that the brain unconsciously uses to judge experience quality.
Why it matters:
Perception is shaped by thousands of small signals processed below awareness, not just major touch points.
Benefit:
Exposes the subtle cues that strengthen emotional connection, erode trust, or cause an organization to feel generic, creating clarity on what to amplify, eliminate, or redesign for stronger emotional impact.
What it is:
Real-world behavioral observation and video analysis used to study how people act within systems, capturing nonverbal, environmental, and habitual patterns.
Why it matters:
Behavior often contradicts stated intention because unconscious habits and system constraints drive action.
Benefit:
Reveals the disconnect between designed processes and lived behavior, identifying
What it is:
An internal systems assessment examining how employee beliefs, emotional climate, and work environments shape the experiences customers ultimately receive.
Why it matters:
Employee behavior is guided by internal mental models and emotional conditions, not policies alone.
Benefit:
Identifies where culture and systems support emotionally aligned delivery and where unconscious internal norms quietly undermine the intended experience.
What it is:
A neuroscience-informed review of written and spoken communication to assess the emotional and cognitive signals of language sends below conscious awareness.
Why it matters:
Words activate mental associations and emotional interpretations before logic engages.
Benefit:
Aligns communication with the intended emotional experience, strengthening perceived care, competence, and trust while reducing mixed or unintended signals.