Work From Home Desks
WFHD came to us to learn the motivations behind their US customers and understand the opportunities for continued expansion in the US.
Project Information
Client Work From Home Desks
Industry Furniture & Spatial Form
Services Design Research & Customer Insight
Key Outcomes
Uncovered the motivations and catalyst of what brought customers to Work From Home Desks and why they buy.
Discovered the hierarchy of what’s important to customers in their product, service and assembly process.
Identified key areas of improvement and optimisation.
We suggested a range of new products and accessories that will resonate with customers.
Highlighted a key shift from where they are to a new future taking ownership of a brand new category, positioning & value creation.
Overview
When the entertainment industry was swiftly halted due to covid restrictions, the team from Fiasco road cases had to think fast or loose everything they had worked for as well as the staff they had invested in. With a newly commissioned factory in the USA, the pressure was adding up. Joe, Brad and Matt bravely changed their whole business overnight, innovatively forming a new company called Work From Home Desks.
They quickly saw incredible growth from people wanting their desks, but also foresaw the risk within relying on covid as the key trigger for purchase. The team realised they needed a deeper understanding of their customers motivations as well as future needs in order to ensure the continuation of the company’s growth trajectory.
Frame
Virtuo set out to understand why people are purchasing, returning to purchase, or not repeat purchasing the products from Work From Home Desks. We needed to understand their motivations, desires, aspirations and frustrations with the product.
This knowledge went on to inform future growth strategy, new product development, refine promotional activities and help create a sustained growth path within the US market.
Our Approach
To achieve our objective we first framed up how we would approach the project. We needed to understand who we needed to talk to, how we would reach them and what key questions we would ask them.
First we reached out to the general public, qualified those that work from home, and learned about their motivations, pains, behaviours and preferences.
Then we completed interviews with their current US customers, diving deep into their home-work life and needs.
From this, we compiled the insights and themes, drawing from both the general public and customer base to build a strategic insight and growth plan.
This plan included new product development ideas, a whole new category which WFHD could own. We also helped them understand the overarching storytelling, branding and messaging themes which most resonated with their current and future core audience.
Outcome
We uncovered the motivations and catalysts that brought customers to Work From Home Desks in order to more fully understand why customers favored and purchased from the brand. Additionally, we discovered the hierarchy of what is important to customers in the product, service, and assembly processes of Work From Home Desks' offerings.
We identified key areas for improvement and optimization. We suggested a range of new products and accessories based on our findings, all with the goal of resonating more clearly with customers.
By highlighting a key shift from where Work From Home Desks were to a new future, the brand was able to take ownership of a new product category, brand position, and value creation.