These 14 insights helped shape Loyalty Programs for Whirlpool and Maytag.

OBJECTIVE: Close the gap in unboxing and onboarding experiences of large appliances and other categories that are driving consumer expectations.

APPROACH: Design and execute a multi-faceted research experiment to identify insights and opportunities to reinvent the first 30 days of Whirlpool and Maytag appliance ownership.

RESULT: Hours of audio/video documentation validating and expanding on data-driven hypotheses—summarized in 14 actionable insights that help drive loyalty programs for the Whirlpool brand portfolio.

  • Primary Research

  • User Research

  • Research Design

  • Competitive Analysis

  • Insight Development

The driving insights crafted for Whirlpool and Maytag’s loyalty programs follow 3 basic principles:

  1. They are authentic. They are supported by observations of real people.

  2. They are non-obvious. They go beyond what someone might immediately think.

  3. They are revealing. They offer a previously hidden glimpse into how people think or feel. They help interpret the “why?” behind human behavior.