Out of your office, into their world
The Customer Centricity Lab is a lively space where consumers, agencies, product and brand managers meet.
Customer research via video call is standard today, because it enables efficient exploration of many questions. Sometimes, however, efficiency is not enough to develop innovative, agile and customer-centric products and communication. The Customer Centricity Lab turns this into Premium Customer Research.
The Customer Centricity Lab is a research facility for market research, user research, customer research, UX tests, usability testing, focus groups, workshops, etc. - for highest demands.
In the Customer Centricity Lab, you experience your target group up close in a deep conversation about their needs and problems or in the use of their products and touchpoints. And a Customer Centricity Day in our Lab brings you much more:
Hybrid customer centricity day
Customer Centricity Lab
Out of the (home) office, into the world of users and consumers
- Be closer than in a video call: Through our huge one-way mirror you see everything in real and choose your perspective yourself
- Spontaneous exchange and brainstorming between observers, researchers and study participants - thanks to the immediate empathizing with real consumers and relaxed interactions, also between the interviews
- Bringing scattered teams together: A Customer Centricity Day with us becomes a productive team event with a lasting impression
- Possibility to work in an agile team environment right on site
Valid study settings and deep exploration
- Lifelike simulation of usage contexts of touchpoints and products: On the road, in the kitchen, in the living room, in the gym, in social contexts and much more: all this works better in the lab than remotely at the desk.
- More dynamics: group discussions become more lively, you read between the lines and experience facial expressions and gestures live
- Freedom of movement instead of desk work: study participants (and observers) get free space, also for their thoughts
The Customer Centricity Lab is the optimal location for classic research methods such as in-depth interviews (IDIs), focus groups and UX tests, and furthermore, it is particularly suitable for:
- Studies on 3D interfaces such as AR and VR
- Studies on voice interfaces
- Smart Home Products
- Fitness equipment, health products and medical products that require movement
- Testing physical products and prototypes (such as a Peloton treadmill, ovens or coffee machines)
- Studies with children, senior citizens or people with impaired hearing, vision or movement (keyword accessibility)
- Creative group formats such as Co-Creation, Delphi, Customer Ideation, Supergroups, Lego Serious Play
- Participatory workshops with consumers and product and brand managers
The Customer Centricity Lab - optimal for all senses
Arrive: Best accessibility: Ostbahnhof station with S-Bahn, U-Bahn and long-distance trains right around the corner, free underground parking in the building, nice hotels in the neighbourhood
Listening: Acoustically optimised rooms for best speech intelligibility
Breathe deeply: Active air conditioning and ventilation
Enjoy: Delicious catering, cafés and restaurant directly in the house
Dial in: All studies can be followed live remotely via Teams or Zoom
A place to exchange ideas and opinions
Test room (approx. 27 m², Room height 3.5 m)
- Relaxed "workshoppy" living room atmosphere
- Suitable for individual interviews, group discussions, UX tests, product tests, workshops
- Flexible furnishings: sofas, desk, roll-up poufs, armchairs
- Lean Forward, Lean Back, standing: all UX test settings are possible
- Sufficient space also for large prototypes
- Moderation materials
- Multiple cameras for test material and subjects
- Eye tracking possible
View into the test room from the observation room
Observation room (approx. 27 m²)
- Cinema atmosphere with pedestal, sofas and dark wall covering
- Large one-way mirror
- Professional speech transmission
- Free choice between original language and interpreter sound via wireless headphones
- Large screens for screen mirroring and subject images
- Moderation materials
- Screen and 8k beamer for film projections
Optional services to make the most out of your Customer Centricity Day
- Recruitment of consumer or B2B target groups, field management
- Simultaneous interpreter German-English (other languages possible)
- Moderation by professional UX / CX research experts
- Visual notetakers for co-creation sessions etc.
- Technical assistance
- Full-service projects with test setup, preparations, moderation, analysis and reporting
- Additional workshop and meeting rooms and individual workstations in the House of Communication
- Organisation of journey and overnight stay
- Integration of our marketing, data and target group experts from the House of Communication, e.g. for an impulse lecture
Inspiration by Design
Our Customer Centricity Lab is located in the heart of the Munich House of Communication. Our cafés, restaurant, table football, table tennis, the Peter Haller art collection, regular in-house events and, last but not least, a sundowner together on our roof terrace will make your Customer Centricity day with us a real experience.
The Werksviertel is currently one of the most exciting areas in Munich: art, restaurants, bars and hotels are in the immediate vicinity. And we have the opportunity to simply move our customer research outside.
Melanie Mager
UI Designer at BSH Home Appliances Group
„It is a real added value for me experiencing on site how our clients use the prototypes of our home appliances. Facit’s Customer Centricity Lab is a stunning venue for our research, and the vibrant atmosphere of the House of Communication adds to the inspiring experience”.
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