Case Study: DEFRA improves customer-centric design with Methods

DEFRA secured high respondent numbers and stronger customer centricity with Methods

The UK government department DEFRA engaged Methods to address challenges in implementing customer-centric design across its projects and programs. DEFRA sought to identify the barriers preventing them from consistently making their customers the focal point of all delivery decisions, with the goal of improving customer satisfaction and loyalty.

Methods immersed themselves in the client environment, working in partnership with DEFRA to co-create a solution. Through collaborative analysis and hands-on knowledge transfer, Methods helped DEFRA understand the barriers to customer centricity and grasp how to conduct deep-dive research. The impact was a confident client team proficient in the new methodology and no longer dependent on Methods, with DEFRA noting the work secured an extremely high number of respondents, increasing confidence in future deliverables.

DEFRA