Challenge: Our client, an electronic publisher, needed to move to a different way of delivering and pricing the expert information they provide to lawyers, accountants, tax and HR professionals.

Approach: Team ethnographies were used to form an in-depth understanding of their clients’ needs across a wide spectrum. Customer labs were used to refine and validate new value propositions.

Outcome: The client was able to see a clear pathway forward for the development of new systems. A range of usage patterns from surface needs to deep research were identified and used to guide development.