Customer Insight Services

Introducing The Insight Maturity Ladder™

Every organization listens, but not every organization listens well. Some rely on scattered feedback forms or the occasional survey. Others build advanced systems that bring customer voices and employee perspectives into every decision. Where your organization sits on that spectrum makes the difference between costly guesswork and confident growth.

The Insight Maturity Ladder™ is our way of making that spectrum visible. It’s a structured framework that shows how effectively your organization is gathering, sharing, and acting on insights. Instead of leaving “listening” as an abstract ideal, the ladder breaks it down into clear, measurable stages: from ad hoc and inconsistent, to integrated and culture-defining.

The Insight Maturity Ladder™ gives leaders a clear answer to a simple but powerful question: Where are you today, and what will it take to get where you want to go?

Our Approach

Every engagement begins with our Insight Maturity Assessment™, a structured survey and diagnostic tool that measures how well your organization gathers, shares, and applies insights. It analyzes your organization’s performance across five dimensions to determine your organization’s unique strengths and areas of opportunity.

Because no two organizations are the same, we then design interventions that are specific to your needs: that could mean creating an insight repository, training teams to influence decisions, or embedding practices that spread insights across silos.

After our interventions, we re-run the assessment to measure progress against the same metrics. We don’t stop until you see improvement—whether that’s reduced late-stage redesigns, faster product adoption, or stronger employee confidence in decision-making.

Want to find out where you are on the Insight Maturity Ladder™? Take the assessment today.

And remember: connecting insights to strategy is the next level—see our Strategy Services for ways to further elevate your organization.

Join Us on the Journey

Design research is the bridge between imagination and reality, and we invite you to embark on this exciting journey with us. At HDRS, we combine traditional customer research with a holistic, human-centered approach to provide insights that elevate both user experience and design team collaboration. This approach allows you to create products that not only meet functional requirements, but also foster meaningful connections with users while enhancing teamwork, creativity, and empathy among your designers.