Brilliant Experience

Introduce your business and what you do there.

I am a U.S. researcher at a large online company.

What challenge were you trying to address with Brilliant Experience?

We were researching how young people use mobile phones. We discovered that teens and young adults were using our product less than our older audience, so our goal was to understand the alternatives younger people were using instead of our product. We wanted a team to help us with that research.

What was the scope of their involvement?

They helped us with the logistics for the U.S. portion of our research. They were so enthusiastic and smart that we ultimately used them in the analysis portion of the project as well. They ran an ongoing digital survey for five days. It involved several hundred respondents that we had to keep track of.

There was a video diary section that about 30 people participated in, which we narrowed down to a small group we wanted to meet in person. Brilliant coordinated all the face to face interviews, in person analysis sessions, and the issues that arose during our field work. There was a lot of legwork involved, but they managed all of their tasks well.

What is the team composition?

I worked with two people who acted as project managers. One oversaw our day-to-day interaction with participants and both of them were involved in our analysis sessions.

How did you come to work with Brilliant Experience?

We reached out to a large consultancy who wasn’t able to take on the project but recommended Brilliant Experience as a good alternative. I spoke with them and several other vendors. Brilliant really understood my goals and requirements and asked a lot of smart questions. Their bid came out in the middle of the quotes we received, so we decided to use them.

What is the status of this engagement?

We worked together between March–May 2018.

What evidence can you share that demonstrates the impact of the engagement?

They exceeded my expectations on every measure. They were great communicators and explained everything to us. They were upfront about any delays and had a good mitigation plan to deal with issues. They answered all our questions and we had an easy rapport with them.

We got all the data we needed and had no major hiccups with our field research. All the participants were honest about their identities and we found no cases of fraud. The whole project was completed in a timely manner and we were satisfied with everything they delivered.

How did Brilliant Experience perform from a project management standpoint?

They went the extra mile to make sure we got what we needed. They were eager to be involved in the analysis and thought through all the topics and materials we had to cover. I’ve worked with a lot of vendors, but very few of them were as thorough or as willing to do so much for us.

We mostly communicated through email or video conferencing. We spoke two or three times a week and would fill in the rest of the information by email.

What did you find most impressive about them?

They’re remarkably thorough. They understood the details and questioned us when they noticed something was missing. They were on top of all my needs. They were also very easy to communicate with, either over email, video, or face to face. They gave a good impression and they were there to help me.

Are there any areas they could improve?

I don’t have any recommendations for them, but would love it if they opened their research capabilities up to international projects.

Do you have any advice for potential customers?

I often guard myself with vendors, but I found it was best to overshare with Brilliant. They were trustworthy and I could share any internal issues with them and feel safe. They helped make sure I accomplished my goals. Have an open, trusting relationship with them and you’ll get the results you want.