A longitudinal study comprising of 1 hour weekly online focus groups conducted at lunchtime over the course of a year. Topic and area of focus changed each week, allowing all teams within the organisation an opportunity to commission a focus group. Groups were held online, with stakeholders viewing from a separate virtual room. Conversation comprised of 45-minute discussion-guide-led interaction, and a 15 minute in-the-moment ‘Quick Fire Round’ section. This allowed for stakeholder-consumer interaction and engagement, while maintaining participant comfort. Post Group Discussions were led by the RED C moderator and stakeholders to identify key learnings and takeouts from each session.


The project helped the client organisation to engage with, listen to and better understand their customers’ experience. This allowed them to continue to put their end-user at the centre of decision making.