The Australian Competition and Consumer Commission (ACCC) on behalf of the Australian Energy Regulator (AER), commissioned strategic market research and CX consultancy Bastion Insights to conduct a review of Energy Made Easy (EME), their electricity and gas offer comparison tool. In its quest to redevelop Energy Made Easy, AER needed to more accurately understand user needs and expectations, ensuring it based its new vision, product roadmap and website user experience within a deep understanding of the energy consumer. Through a multi-disciplined approach including usability testing, workshops, an online community and a survey, we developed insights to inform AER’s planning over the next…

As the COVID-19 pandemic emerged, Medibank identified a critical need among the community for mental health support services to help people cope with the stress caused by the situation. As a leader in healthcare in Australia, Medibank developed a concept for a health and support service for its members that provided access to a range of healthcare professionals, at no extra cost. The Bastion Insights team stepped in to provide extremely timely but valuable insights on this concept, gathered from conducting rapid turnaround quantitative research among Medibank members. This assisted Medibank in making very fast decisions about the service, its…

New Era has manufactured high-quality caps for generations. With 100 years under their belt, they are the world leader in headwear and are the official cap of many renowned sporting leagues locally and internationally. But their offering goes beyond simply sport: New Era caps are also a fashion statement for an eclectic group of consumers. With a product that has such broad appeal, New Era needed to sharpen their understanding of who their priority consumer targets should be to drive success. The benefits of a buyer persona or consumer target are that it ensures business decisions are driven by customer…

Transurban wanted to understand the pain points the Chinese-speaking community was experiencing, and the key questions they have when it comes to traveling on toll roads and paying for them. Bastion Insights helped to explore how language barriers may impact customers’ knowledge and experience of using toll roads. This helped Transurban develop relevant and meaningful communications that engage Chinese drivers and encourage them to get set-up for traveling on toll roads. The Cross-Cultural Insights team has identified gaps and issues that are deeply linked to the Chinese culture and brought-up, combined with challenges new migrants face. These have shaped the…

Despite being first to market with the innovative pancake shaker bottle, our client has experienced a significant increase in competition in recent years – particularly from private label. As the current market is heavily price-driven, our client is seeking a point of differentiation in order to reinstate growth within the product category once again. Everyone loves pancake shakers for how easy and convenient they are to use (and the quick clean up afterward) but that doesn’t mean there isn’t room for improvement. We wanted to uncover any functional pain points, big or small, that could be addressed through product innovation….

How we used Cross-Cultural Insights to help a historic wine brand tap into a growing market.

Deakin University’s nutrition degree was experiencing a significant drop in enrolments. Bastion Insights’ research not only helped reverse the decline in demand but resulted in a nomination for the 2019 AMI Awards for Marketing Excellence.

Bastion Insights conducted user acceptance testing with a ChatBot designed to help smokers quit.

Bastion Insights has partnered with L’Oreal Australia to provide a pool of consumers to tap into at a moment’s notice; creating an ongoing, holistic connection with all their consumers.

Special Olympics Australia wanted to understand the public’s perception of their organisation in order to tailor their communications and drive positive perceptions.

Negative media coverage has been an issue for the entire sun protection category for the past 3 years and a well-known brand needed help addressing by utilising an insights community.

A well-known caravaning and camping brand commissioned Bastion Insights to bring their customer segments to life by better understanding the customer journey and their attitudes, behaviours and key purchasing decisions.

Bastion Insights were engaged by a leading Australian university about to launch its long-term strategic vision and comprehensive change program.