How we work
THINT works as an experience research and intelligence partner, helping organizations gain clarity where experience matters most.
Engagements are structured to reflect the reality of each organization, whether the focus is a specific product, service interaction, interface, or a broader experience system.
Engagements are scoped, not templated
Not every experience challenge requires an end-to-end journey study. In many situations, clarity is needed around a specific product, feature, service interaction, or operational area.
THINT engagements are scoped based on the question being addressed, the decisions that need to be supported, and the level of depth required.
This allows organizations to address focused experience questions without unnecessary breadth or overhead.
What stays consistent across all engagements
Research before recommendation
Every engagement begins with understanding real behavior rather than assumptions or templates.
Focus on evidence and patterns
Analysis prioritizes observed behavior, signals, and recurring patterns over opinion.
Connection to decisions
The objective is always to support clearer, more informed decisions, not to produce deliverables for their own sake.
Our research and analysis approaches
THINT draws from a range of experience research and analysis approaches, selected based on the nature of the problem and the level of depth required.
Experience research
Studying real customer and user behavior across products, services, and environments.
Usability assessment
Evaluating ease of use, cognitive effort, and breakdowns in interaction.
Service analysis
Examining workflows, handoffs, constraints, and operational dependencies that shape experience.
Operational signals
Connecting observed behavior with operational events and outcomes.
Decision framing
Translating complex findings into clear implications for leadership and teams.
Not every engagement uses every approach. The combination is determined by the question being addressed.
Typical phases of work
While each engagement is tailored, THINT's work generally progresses through a small number of consistent phases.
Understanding the context
Clarifying the problem space, constraints, stakeholders, and decision context.
Studying the experience
Conducting targeted research, usability assessments, service analysis, or system reviews as required.
Synthesizing insight
Connecting findings to identify root causes, patterns, and implications.
Supporting decisions
Helping teams and leaders interpret insight and determine what matters most.
Not all engagements require every phase. Depth and duration depend on scope and objective.
How THINT Sense fits into the work
THINT Sense supports engagements where experience understanding needs to be sustained beyond a single study or phase.
It helps preserve context, retain learning, and maintain visibility into experience patterns as organizations evolve.
THINT Sense is introduced where continuity adds value, not by default.
What we do and what we do not do
We do
- + Conduct experience research and diagnostics
- + Study usability, service interactions, and systems
- + Synthesize insight across signals and sources
- + Support leadership and teams in decision making
We do not
- — Design interfaces or services
- — Execute implementation or delivery work
- — Act as an outsourced operations team
- — Sell tools without context
How engagements typically begin
Most engagements begin with a conversation to understand the experience context, the decisions at stake, and the level of clarity required.
Scope and approach are defined collaboratively from there.
Discuss an experience challenge
Whether the focus is a specific product, service, or a broader experience system, we begin by understanding what matters most.