“The biggest AHA-moment is to have the courage to really listen to what your research is telling you. If you don’t listen to the key insights from the data and the research, and you don’t have the courage to follow through on that in line with your aspirations as a business, you risk failure. THINK helped us to confirm that research & insights are critical and you have to let that be your guiding light throughout.”

DAN WOODSEXECUTIVE GENERAL MANAGER, BOLTON CLARKE
IMPACT

Bolton Clarke are a National non-for-profit providing home care, retirement living, and residential aged care. They are committed to working with their customers to design and deliver personalised services centred around their needs, interests and choices, and that help them retain their quality of life and independence.

OVERVIEW

THINK segmented the aged-care industry, profiling and sizing the aged care market, along with identifying home care, retirement living, and residential aged segments, assisting Bolton Clarke with products and services that would guide customers across multiple steps of their aged-care journey.

THINK mapped their end-end journey to get a greater understanding of the customer’s interactions across key touch points across the aged-care sector. From this, THINK captured the key pain points along the journey that, if alleviated, would help customers achieve a more positive outcome regarding products/services from their service provider.

THINK allocated Bolton Clarke’s customers into market segments and were able to identify and size the key segments for Bolton Clarke’s future strategic direction, while helping to develop a strategy to better reach and service these key segments.

METHODOLOGY

Journey Mapping, Market Segmentation, Market Sizing, Customer Profiling, Gap Analysis, Strategic Recommendations, Go-to-market, Contextual Inquiries; Home Immersions

FOR THOSE THAT LIKE THE DETAILS

Visit Bolt Clarke’s Website