We live in a society where end-user behaviour and preferences are heavily influenced and subject to rapid change. Underlying needs and aspirations are, however, far more fundamental. Being able to understand the end user well, contributes towards client experience and satisfaction and the ability that distinguishes one organisation from the
next. Whether we are talking about clients, patients or the public at large, in general, end users are not being heard enough or recognised to be able to add value to the provision of services.
What we do is to hold discussions with end users on behalf of our
clients. We point to areas of friction, aspirations, needs and wishes in the
broadest sense or specifically towards the provision of a particular type of service. Our aim in doing this is always to increase the value for end users and the distinguishing ability of our clients. The methodological
pallet we have to hand has been expanded and is tailormade – a familiar form is the patient–client journey. We help our clients to translate the insights gained into strategy and the provision of services.
The Bright way
In our approach we facilitate the conversation that has to take place between end users and our clients. Creative ways of working and
visualisations of processes, moments of truth and experiences, bring
depth to the dialogue. We coach staff in how to take part in and supervise the dialogue. Together with our clients we bring about
tangible results and make an impact for the end user.