The problem
Hexagon IT, a small enterprise in London dedicated to providing high-end technology and security solutions to smaller companies, faced a challenge in identifying a compelling USP. While they possessed a passionate team and a commitment to fostering long-lasting client relationships, their service offerings didn’t clearly differentiate them from the competition.
The standard model of their industry, which entailed selling fixed packages of expiring support hours, appeared to be disconnected from the flexible needs of their target market.
The user interview conducted by us at Pop with Mr. Holmes, the acting MD of a small company, uncovered a distinct pain point: the lack of flexible support hours that wouldn't just vanish if not used within a certain period.
This revelation brought to light an untapped opportunity within the market that Hexagon IT could potentially fill.
Our solution
The user interview process became a critical tool for problem-solving and innovation at Hexagon IT. By genuinely listening to Mike’s experience and requirements, they identified a groundbreaking USP to focus on: offering non-expiring support hours. Implementing this into their service model, Hexagon IT could align more closely with the needs of their target audience.
The insights from the user interview enabled them to effectively overhaul their website, emphasising this new USP to appeal to a broader clientele and reaffirm their mission of bringing large-scale IT solutions to small businesses. The interview thus played a key role in not only addressing Hexagon IT’s differentiation challenge but also in enhancing their website overall.
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