01 - Kick-off & Assumption-Mapping
We identify your blind spots together: what do you believe you know about your customers and AI? These assumptions are systematically documented and put to the test.
What your customers really think about AI.
In three weeks you'll understand how your customers experience AI – Concrete. Measurable. Ready to act on.
73%
of mid-market customers expect companies to explain their AI processes transparently – according to our preliminary interviews.
3
weeks to the Research Report.
15+
Insights per sprint
The Problem
AI is reshaping your relationship with customers. But in which direction, exactly?
- 01 – The real question – what your customers experience daily with AI and what they expect from you – goes unanswered.
- 02 – Chatbots, automated emails, AI recommendations – where they fail, swear, churn: you don't know. Not yet.
- 03 – Personas from 2019 don't describe customers in 2026. AI changes expectations, decision paths and loyalty.
- 04 – AI-use cases are brainstormed internally, not derived from customer problems. The result: elaborate solutions for problems nobody has – while real pain points are ignored.
What you get
At the end of the sprint you have concrete insights – not slides that disappear into a drawer.
- Research Report Complete documentation of all insights, patterns and areas of tension from the customer interviews. Prioritised by frequency and strategic relevance. Scope: 40–60 pages
- AI Context Personas Updated customer segments describing how your customers experience AI today – frustrations, expectations, trust factors. Ready to use for product and communication decisions. 3–5 persona profiles
- Use-Case Backlog Prioritised catalogue of concrete AI applications – derived from real customer problems, evaluated by impact and implementation effort. The basis for your next investment decision. 10–20 prioritised use cases
Process: Structured research with a proper customer base – completed in three weeks.
02 - Recruitment
Targeted sampling from your existing customer pool and relevant new customer segments. We recruit based on AI affinity, usage behaviour and strategic relevance.
03 - Field Research
10+ in-depth interviews, supplemented by contextual observation. We listen where others send surveys. The nuances are what matter.
04 - Analyse & Synthese
Identify patterns, prioritise insights, model personas based on real statements. Data-driven, not constructed.
05 - Report & Action Plan
Actionable Research Report, AI personas and a prioritised use-case backlog. No theory, no PowerPoint graveyards – concrete next steps.
Typical Insights
Service Channel
"The chatbot gave me the same answer three times. So I just picked up the phone." Service customer, 52, industrial company. Shows: AI frustration leads directly to costly channel switches."
Trust
"I don't know if a person is answering or a machine. That makes me uneasy." New customer, B2B, 38. Transparency about AI is a trust factor – not a weakness.”
Expectations
"I use AI privately every day. Why is yours so much worse than Google's?" Digitally-savvy customer, 29. The reference points are Big Tech – not your competitors.
We don't take on every sprint.
Not a sales call. An honest assessment.
A Research Sprint only works when the right conditions are in place. In a 20-minute conversation we'll assess together whether that's the case – and what your concrete next step would be.
Cases
Stop building for the customer you imagine. Start with the one in front of you.
Designing user-centered digital services in healthcare
Product & Service InnovationHealthcare
Let’s connect
leeep agency GmbH
Unter den Linden 26—30
10117 Berlin
hello@leeep.io
+49 (0)30 9210 1885 0
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