• Our approach integrates behavioral insight, design, and implementation across key constituencies.  

Tools & Approaches

Customer Innovations’ Influence Profile and Influence Playbook toolsets provide consistent, proven methodologies for identifying, understanding, articulating and addressing the specific triggers that influence behavior in your target audience.

The toolsets integrate leading edge research in cognitive, affective, and behavioral sciences and have practical application in a wide range of business-focused design activities.

  • Behavioral Portrait

    Not everyone reacts in the same way—emotionally or behaviorally—to a given experience. The Behavioral Portrait is an instrument that measures experiential preferences. The insights are used to inform the design of products, services, and experiences that are positively and profitably influential.

    Behavioral Portrait  
  • Emotion Mapping

    How do your products, services, and the overall experience with your company make customers feel? Emotion Mapping is a process designed to surface hidden emotional states and reactions people may not recognize or find difficult to articulate, but which significantly influence their actions. The results are used to identify and address emotional reactions that lead to desirable (and undesirable) behaviors.

    Emotion Mapping  
  • Metaphor and Construct Elicitation

    How do customers make sense of the complex situations and alternatives they encounter? How does this influence the choices they make? Customer Innovations employs a set of streamlined projective techniques to reveal the mental processes that help people recognize, categorize, form expectations, and make choices among alternative actions.

    Metaphor and Construct Elicitation  
  • Influence Triggers

    What design changes will positively and profitably influence behavior? Influence Triggers represent the individual, social and structural “levers” for behavioral influence. These triggers are identified based on a diagnosis of how the current experience influences choices, including learned responses, resources, interaction signals, violations of justice, social influence, framing and priming cues, positive and negative surprises, confusion and frustration points, as well as rewards and incentives.

    Influence Triggers  

"Customer Innovations was adept at engaging many factions of the company, creating cross-functional buy-in, and paving the way for a smoother execution."

Bernie Sensale, Chief Marketing Officer, Zale Corporation