Experience research
Build reliable evidence about customer behavior, unmet needs, service friction, and avoidable demand through mixed methods, voice-of-customer systems, and ResearchOps.
Experience Research, Strategy & Design
Turn customer evidence into operating decisions.
Gumshoe helps leaders understand where products and services fail people, align teams around the evidence, and build the capabilities needed to improve outcomes at scale.
The practice
Follow the evidence. Improve the system.
Experience strategy
Translate evidence into priorities, governance, operating models, measures, roadmaps, and investment decisions that leaders can act on.
Experience design
Improve products, services, and cross-channel journeys while strengthening the design systems and operating practices that sustain quality.
180+contracts supported across an enterprise portfolio
50+products and services within that portfolio
1,500+staff trained in human-centered methods
Selected work
Evidence applied at enterprise scale.
Capability
Building an enterprise experience practice
Operating models, governance, tools, training, and adoption across complex delivery environments.
MeasurementTurning customer signals into operational evidence
Feedback systems that connect service friction, avoidable demand, and leadership decisions.
ConsistencyImproving quality across a service ecosystem
Design systems and contribution models that reduce fragmentation across teams and contracts.
The Gumshoe point of view
Start with evidence. Investigate behavior, operating conditions, and the systems behind the experience before recommending an intervention.
The goal is not more design activity. It is better decisions, stronger capabilities, and more durable outcomes.
Bring the hard problem