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  • Who we work with

    Our client list has included the government organisations ASIC, ACCC, the Productivity Commission and the NSW Police;  financial services brands like ALI Group, Industry SuperFunds, and Westpac; not-for profits such as CCNB and ZAA.

    Our work has been used by governments in developing policy and by financial services firms and not-for-profit organisations in submissions to government. We have helped clients develop better targeted marketing, channel and communication strategies. 

    We help organisations understand and communicate to their customers

    We have the research expertise, resources and processes specifically designed for clients like you. Your situation is unique, so we take time with you upfront to understand your organisation, your strategy, your category and your customers, members, users, donors etc so we can design research to give you the insights you need. We have used our linguistic and sensemaking skills to to give our clients the tools and greater confidence to create clearer communication and more suitable and desirable products. 

    We are based in Sydney and have helped small, medium and large businesses, government agencies, and not-for-profits across Australia. 

    Is your world changing?

    Many of our clients come to us because their world is changing.  What once seemed certain is now very uncertain.  Of course, the pandemic has had much to do with this, but it is not only pandemics that cause uncertainty. New regulations in financial services, many coming into effect in 2021, are placing greater demands on our clients who ask us for insight and direction.  Other clients are experiencing highly dynamic competitive marketplaces, so they have come to us for insights about new service channels or to explore rebranding options. Others are seeing changing social trends that they need to make sense of.

    We design research to meet your needs. All you need to do is request an obligation-free proposal from us by emailing me This email address is being protected from spambots. You need JavaScript enabled to view it.. Our aim is to help you make the right decisions about your business or organisation. I look forward to hearing from you,   

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Our innovative and unique services

  • One of the most difficult tasks for anyone in a large organisation is knowing how to communicate complex or technical material to the general public. We see this all the time and empathise. When you are writing about legal processes, you must use precise language. We get that. The problem is that members of the general public may not understand it, so in the end you have not achieved your aim. We live in a world that relies increasingly on digital information, where users typically access that information on their own. Writers often write the copy isolated form the people
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  • The years before retirement in Australia is a time of transition, that is partly behavioural but is also a search for meaning and a rethinking about identity. Lots of changes can happen at this time. Some people cut back on their work hours, some people retire and then go back to work. The decision to retire is (of course) partly about money. Many pre-retirees worry that they will not have enough to live on. But it is not just about the money.
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  •   Sensemaking is a new way to think about customer experience research and decision-making research.  We have used it to develop a unique form of qualitative research blended with semiotics and discourse analysis.  Sensemaking is about how people think, feel and behave in complex and changing situations
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Some case studies

  • Case study: Retirees

    Case study: Retirees

    How do people choose when to retire? How do they plan, if they plan at all?  We conducted a survey for Industry Super Australia which they submitted to the Retirement Income Review. You can find it here.  
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  • Case study: membership

    Case study: membership

    A membership organisation asked us to review how well they were engaging with their members,  to gain a clearer understanding of the reader base and members' reasons for belonging and engaging with their newsletter.
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  • Case Study: Self-service challenges

    Case Study: Self-service challenges

    We know that many businesses aspire to self-service delivery models, but creating the right model can be a challenge. One recent project in financial services has shown us how challenging it can be to get this right.
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For a quote or a confidential discussion about your research needs