We completed multiple research sprints to quickly uncover customer insights for Google Pixel’s product development and retail teams as they iterated. A variety of research methods were used to gather and dissect the voice of the customer including CMF (color, material, finish), interviews, and rapid usability studies to understand what would attract customers and keep them coming back. The teams at Google wanted to know what customers preferred when it came to the look and feel of the physical mobile device, and what would catch customers' eyes in a retail demo to get them to stop, learn and purchase.
Customer insights informed holistic recommendations for the Pixel hardware and retail demos that provided an all-encompassing look at a customer’s experience with Pixel from the first glance in a store to holding the device in hand. We isolated the most compelling and attractive aspects for a retail experience and identified what components detracted from the experience and led to abandonment. Customer insights dove below the surface level and uncovered the root causes influencing customer opinions and decisions.