- Usability testing
- User research
- Banking
- + 2
UX Research & Usability Testing for European Neobank
CUSTOMER RESEARCH SERVICES
Customer research that steers product innovation
Don't shoot in the dark while developing products. Customers can highlight where to aim.
This feature will boost retention
I believe everyone needs this!
I don’t really understand what this feature about
SERVICES
How we help your product grow
Ad-hoc product research
When you need to validate product hypothesis, assess demand, test prototypes before development stage or market launch.
Competitor intelligence
Understand your competitors' strengths and weaknesses through deep dive into their customer experience.
Experience research
Get insights into your customer experience — what drives loyalty, what makes them feel anxious or frustrated, how they make decisions, how their needs evolve over time.
Feature prioritization
What's the next big thing customers expect from your business? We help you make the right calls using quantitative and qualitative approaches to prioritize feature development, updates, R&D spending.
Pricing models and monetization strategies
Maximize revenue and reduce risk by testing price sensitivity, estimating demand, and analyzing feature-price correlations. Sophisticated methods that lead to trusted business decisions.
DOMAINS
Serving fintechs across domains
Customer segments
- Retail banking
- Premium / HNWI segment
- SME/Corporate banking
Products
- Core banking
- Mortgages and loans
- Insurance
- Investment & trading
Experience
- Digital touch-points (App/Web)
- Physical touch-points (Branches /POS)
- Employee experience
HOW WE WORK
Methods & deliverables
In-depth interview
WHAT WE DO
- Design research strategy based on your goals
- Recruit target users across the globe and any seniority levels
- Conduct interviews to reveal user needs, barriers, and emotional triggers
WHAT YOU GET
- Full interview recordings and transcripts
- Key insights grouped by themes and relevance to your business goals
- Recommendations based on how users perceive your product
Usability testing
WHAT WE DO
- Develop testing strategy, recruit and screen your target users
- Create testing tasks and scenarios to maximise outcome
- Run moderated and unmoderated sessions to get actionable insights
WHAT YOU GET
- Full recordings, transcripts, and behavioural insights
- Prioritised UX issues by severity, frequency, and business impact
- Expert recommendations and next steps for your product team
Focus groups & surveys
WHAT WE DO
- Design discussion guides and questionnaires tailored to business goals
- Recruit the target users and ensure quality participation across formats
- Collect a feedback and analyse qualitative and quantitative insights
WHAT YOU GET
- Session recordings, survey data, and response breakdowns
- Segmented analysis of key patterns, trends, and user attitudes
- Actionable insights to guide product strategy, messaging, or UX solutions
Quantitative research
WHAT WE DO
- Conjoint, Maxdiff, Price Sensitivity, KANO, NPS and other methods
- Design, respondent recruiting, coding and distribution of the surveys
- Post-research result analysis and recommendations
WHAT YOU GET
- Ranked features, benefits, and price sensitivity insights
- Clear view of what drives user preference and decisions
- Input for pricing, packaging, and product positioning
Let’s find out what really matters to your customers
Let’s find out what really matters to your customers
PROCESS
How customer research comes to life
Certain projects may not require each of the stages below. The necessity of each stage is always discussed at the “first touches” – calls and e-mails.
GLOBAL COVERAGE
Talking to users worldwide
>51M
users our work has impacted across the globe
>35K
hours of user research and usability testing
91/100
an average usability score of our UX/Ul design
Craft Innovations has diverse business and practical know-how in research and design fields. Their expertise allows Mastercard to create new product lines for their clients, addressing the needs of more than six million customers.
Elmir Huseynov
Managing Consultant, Mastercard
The project goal was achieved 100% – our team got a list of action items to enhance UX of our app. CI team did a full scope of work: recruiting, heuristic UX-audit, user-tests with eye-tracking technology, in-depth interviews, providing us with a detailed report based on qualitative and quantitative data.
Yuliya Shtypula
VP of Customer Experience, PrivatBank
The CI team showed excellent communication, attention to detail, responsiveness, honesty, and trustworthiness. The results exceeded our expectations & team always go the extra mile to meet our needs. They are A+.
Kareem El-Assal
Director of Policy & Digital Strategy, CanadaVisa
I'm impressed with how our partnership has been going. They consistently completed deliverables on time and strongly committed to meeting deadlines. Moreover, they responded to the client's changing needs, and they had exceptional communication and collaboration skills.
Yulian Borsuk
Consultant, Mastercard
We were impressed by CI’s deep UX and conversion knowledge and effort to achieve great results.
Svitlanka Sergiichuk-Romaniuk
Co-Founder at Neofin
Talk to our customer research expert
Get clarity on what your users truly need — and why.
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FAQ
Frequent questions about customer research services
Why is it necessary to do customer research?
It significantly reduces the risk of making decisions that don’t align with customer needs and creating products that people won’t pay for.
A customer research company helps businesses gather reliable insights, ensuring data-driven decisions and market-fit solutions.
What insights can I get after the qualitative research?
We use this method to gain insights into customer experience, behaviors, desires, decision triggers, and pain points or to validate whether a product concept is desirable for future clients.
How does your agency assess customer experience?
Our customer research agency assesses customer experience through a systematic evaluation of core CX metrics such as NPS, Customer Satisfaction Index, and Customer Effort Score.
We go beyond numbers by combining qualitative and quantitative methods. Customer interviews, behavioral analysis, and user journey mapping help uncover the “why” behind the scores. We also benchmark against industry leaders to provide context and identify areas for improvement.
By analyzing feedback trends, pain points, and decision triggers, we deliver actionable insights that help businesses enhance customer satisfaction, reduce churn, and refine their product or service offerings.
Where do you get the respondents for customer research?
Depending on the purpose, we can use your existing customer or user base or recruit respondents through our channels based on defined criteria.
Do you recruit C-level for research?
Yes, we have extensive experience working with C-level executives and board members worldwide.
Our expertise in premium service segments allows us to engage high-profile decision-makers with deep strategic insights.