nGen Continuous Sensing
Rather than conducting research with customers or partners as a traditional, one-shot project, Continuous Sensing provides the ability to understand the positive and negative aspects of the experience on a perpetual basis. Continuous Sensing goes much deeper than superficial "voice of the customer" or traditional customer satisfaction measurement and is more scalable than most in-depth qualitative or ethnographic research.
nGenera's Continuous Sensing platform integrates leading edge tools for understanding how positive and negative experience clues interact with people's deeper motives, metaphors, mental models, and unwritten rules in a way that influences how they react to their experiences. This Continuous Sensing platform is always on; providing a mechanism to understand customer and employee priorities, values, beliefs, emotions, and behavior. This Continuous Sensing platform also provides an automated way to develop Customer Personae that capture important and deeply seated differences across members of the community.
Continuous "Swarm Sensing" involves the following processes
- ClueScanTM
- Metaphor Elicitation
- Affective Measurement
- Behavioral Drivers (unwritten rules, perceived benefits, barriers, enablers)
- Personae Development