Advisory Finance
Sanlam
Research into how customers contact Sanlam came first, then a knowledge base that shows what they search for.
Base decisions on how people use your products.
We research how customers and staff behave, through interviews, testing and journey mapping, so you know what to fix or build before you spend on it.
Research shows how people actually use your products, before you spend on changing them.
Product decisions are often made on assumptions about what customers want or how staff work. When those assumptions are wrong, the money goes into features nobody uses and fixes that miss the real problem.
Customer and user experience research replaces assumptions with evidence. We speak to the people involved, watch them use what you have, and map where they get stuck. You come away knowing what to fix or build first, and why.
The research methods we use
We pick the method that answers what you need to know, not the full set.
Interviews What customers or staff are trying to do, and what gets in the way.
Usability testing Where people struggle as they complete real tasks.
Journey mapping Each point of friction across your channels.
Social listening and analytics What people say and do, at scale.
Personas Who you are designing for, built from the research rather than from assumptions.
Our advisory work
Advisory Health and Wellness
Healthcare administration group
An independent digital assessment: 7 stakeholder interviews, 400+ pages reviewed and a prioritised transformation roadmap.
Advisory Other
Industrial solutions provider
An independent strategy engagement that sharpened direction and leadership alignment for a confidential industrial provider.
Advisory Other
Cape Town Child Welfare Society
Mapped 8 workflows, 5 user roles and 7 report types into a blueprint for a case management system.
Customer and user experience FAQs
How many people do you need to speak to?
Usually fewer than you would expect. A small number of well-chosen interviews or tests tends to surface the main problems.
What's the difference between UX and CX?
User experience looks at how people use a product. Customer experience looks at the whole relationship, across every channel. We cover both.
Can you research internal tools too?
Yes. Staff systems benefit from the same research as customer-facing products, and the cost of a poor one is often hidden in wasted time.
What happens after the research?
You get recommendations ranked by impact. Realm's design and software teams can then design, build and test the changes.
Latest insights
Tell us what you want to understand.
Give us a sense of the product, the people who use it and what you're seeing.