Unilever aimed to define the future of their soft-ice brands to drive category growth and global market share. The first challenge for Household was to gain a real-time understanding of how Unilever soft-ice brands were performing in the market through observation and intercept research with customers and franchise owners.
We captured customer experience in real time
Using our bespoke online research tool emotiveye™, we interviewed 30 customers across two locations and charted what they saw, thought, felt and did at each touchpoint of the journey with quotes, images and rich video data.
Our emotiveye™ findings became an experience map for each brand.
enabling stakeholders to really immerse themselves in the eyes of the customer and understand the business challenges of different environments.”
Dr Alannah Warner, CTI Lead, Unilever.