Description du projet
Looking for three qualified Customer Experience Researchers (face-to-face interviews and urban/rural site observation visits) for the following project:
If you meet the criteria below, please reach out to me via email at Campbell.packer@strativity.com.au
Objective
To gain a deep understanding via contextual enquiry, both face to face and virtually, of the key experience drivers, rational and emotional, that underly and drive customer behaviours across this Moroccan retail gas station network.
The resulting deep qualitative insights will then be used to inform design principles and design and ideation of an aspirational target state experience (out of scope).
Overview of research to be conducted (between 3 researchers):
- 20 x ethnographic site visits
- 60 x 60mins 1:1 customer interviews via Teams/Zoom – using contextual enquiry
- 20 x 60mins 1:1 employee interviews via Teams/Zoom – using contextual enquiry
- Synthesis of findings into insights conveying the underlying drivers and motivators
- Ad hoc support and translation of interview guides and a quantitative survey into Darija.
- Recruitment of customers for interviews (sample and contact details will be supplied)
Deliverables
- Completion of the above
- Detailed recording and interview transcripts (in English) for each interview and visit
- Interview notes for each interview
- A suite of deep insights from the research that speak to the deep needs and core drivers of customers
About you – as a research consultant for this project, you must have the following:
- Advanced research skills required
- Fluent in French, English and Moroccan Arabic
- Qualitative research – contextual enquiry approach to interviews
- Candidate must understand the ‘five why’s’ rule and be able to demonstrate experience
- Ethnographic experience
- Strong knowledge of locale and culture
- Understands retail
- Cares about the detail
- Can recruit
- Has taken research through to strategy and design
- Has evidence of deliverables – data collection, sense-making and report writing
- Works to budget
- Understands legal and moral responsibilities
- Curious about the world
- Puts participants at ease, listens, teases out stories, can hustle
- Awareness of own bias and mitigation
- Lead a standup and debrief and sense-making process
- Experience leading teams of researchers – ensures team debriefs and collaboration
