Different ingredients yield different results

Mindset : Preparation

The first step in approaching an innovative, creative problem solving methodology is establishing a collaborative, partnership mindset of open-mindedness, courage and honesty about both the current situation and the possible solution space.

People : Skills

Spelunk will bring the right mix of facilitators, design thinkers, creative minds, and subject matter experts to the party, all of whom are motivated by your business goals. We are collaborative, communicative, hard-working, and deeply invested in your success.

Process : Thinking

Spelunk uses a combination of methodologies with customer-centric design principles at its foundation. Depending upon your situation, we may use creative problem solving methods, brainstorming tools, innovative design methods, and a variety of research methodologies.

Process : Execution

Execution begins with planning for change management and measurement, then low-fidelity prototyping through high-quality final products. Whether Spelunk helps to direct / coordinate your in-house team, your third-party agency, or our partners, we stay with the project to ensure its successful launch.

We’ve worked with agencies & consultancies, large and small, and we’ve seen significant differences in how many of those firms operate. While there are certainly exceptions out there, this is what we hear from our clients when we perform our own customer research with them:

Spelunk Mindset


  • Listen closely, ask, open-minded, intensely curious
  • Care about both the customer & your business
  • Take the time to perform appropriate exploration
  • Motivated by your success, and by finding the right answer
  • Approach from customer-centric direction

vs. Traditional Mindset


  • Proclaim expertise, rarely listen, often close-minded
  • Preach the gospel, but don’t do what they say
  • Concerned primarily about profits & portfolio
  • Hurried due to high hourly rates & weak processes
  • Approach from product-centric, executive-centric direction

Spelunk People


  • Questioners, divergent thinkers, catalysts, passionate problem-solvers
  • Empathetic, responsible, caring, collaborative, inductive reasoners
  • T-shaped experts in their field, while also broadly experienced
  • Approach from multiple directions – Research, Design, Analytics, Change Management
  • Motivated by solving the problem rather than by rewards

vs. Traditional People


  • Well-meaning practitioners with limited skills & training
  • Often less experienced, indifferent, factory mechanics
  • Rushed and bound by bland, archaic processes
  • Approach with outdated, business management generalists
  • Motivated by profit and portfolio rewards rather than by your results

Spelunk Methods


  • Extensive problem finding, clarifying & verifying
  • Efficient customer research
  • Thoughtful brainstorming, lateral thinking, design thinking & other groundbreaking methodologies
  • Collaboration to ensure consensus and build a culture of innovation
  • Will teach you our methods to facilitate change management

vs. Traditional Methods


  • Copy & paste from their last project
  • Put little thought into “why” a solution should be attempted
  • Usually perform no effective customer research
  • Old-school processes – “the way we’ve always done it”
  • Claim to be experts and don’t feel the need to collaborate

Spelunk Execution


  • Assist with your RFI/RFP and vendor search efforts, or…
  • Collaborate with our own outstanding production partners
  • Help you manage and communicate with “creatives”
  • Coordinate seamlessly with other partners, vendors & contractors

vs. Traditional Execution


  • Attempt to do it all themselves, with limited results
  • Motivated by getting the high-priced development projects
  • Often present insurmountable communication and culture issues
  • Often arrogant & don’t play well with others

Interested in seeing how far Customer Experience Strategy might take you?

Let's get started on the journey