Actionable insights to continuously
enhance your product and create
better experiences.

Keep learning more about your customers in a shorter amount of time.

Are you:

This service is for you.

Business-focused customer insight

We speak to real customers

Our team will reach out to interview your customers to understand their experience with your product.

We get you first-hand insight

Direct and unfiltered feedback about what's good or bad about your product or service.

We answer critical business questions

Such as: "Why aren't people signing up?", "Why is our app getting bad feedback?", "How can we improve our onboarding process?", "How can we understand key customer behavior and motivations?" and more.

We focus on outcomes

Research is useless if not put into action so we focus on giving you what you need to know instead of a long, boring report. Optionally, we can even design improved screens to be given to your development team.

How It Works

1. Submit your Request

Let us know what you want to learn about and what your business goals are.

2. Book a call and let's talk

Tell us about your current problems, your goal for the research, and your product management timeline.

3. We get to work

We prepare a discussion guide and contact participants if needed, and do the research.


4. Get your insights

Your team takes action and improves your product based on the insights.

Improve your Experience

User Experience

Usability Testing to improve your digital experience through your app or website.

Customer Experience

Contextual Inquiry or one-on-one interviews with your customers about their offline experience.

What We Offer

A Customer Insight solution you will love

Fast & Reliable

Get your customer feedback quickly.

Fixed Monthly Rate

No hidden costs. Pay the same price every month.

Professional Researchers

Work with battle-tested professionals only.

Flexible & Scalable

No contracts. Scale up or down as you go. Cancel or pause at any time.

Our Work

Actionable User Insights with StyleGenie

We conducted research to improve the service process and customer experience of Manila’s first ever styling subscription box, StyleGenie.

Learn More

Validating Sustainable Housing with Amihan

We conducted research to validate Amihan Homes’ sustainable model of homeownership for Filipino millennials

Learn More

UX Concept for a Skincare App

We developed a conceptual prototype to help consumers understand which skin care products would best suit their needs

Learn More

Our Testimonials

Testimonial Image

On-Off group was really great honestly. The meetings were really nice, people were really nice; emails - lahat sila andyan na. Everything that we would probably need, ang bilis lang din ng responses. It's a very good experience overall

Dei

1Export
Testimonial Image

There's an organization and flow to the way you conduct things and I like that. I can see that from how the project moved smoothly. On-Off was able to prove through their output things we might have known and didn't have the right perspective for, things we have missed out on. I had a pleasant experience with On-Off and they are definitely one of the top choices.

Bev

FullyBooked
Testimonial Image

I would also attribute a lot of the credit to the individual/point person who was an intern at the time. He had lots of good personal insights and he really dug into the smaller aspects of the app that even the team didnt see even after countless hours of going back and forth on what to look for.

Russ

LAB.ph
Testimonial Image

Good that your team is very consistent. The guys that handled my project were very responsive and organized. From the proposal to the key recommendations and findings of the research--it was very thorough and rich with insights.

Allen

Bluethumb

Packages

15 minute user interviews

16 Interviews monthly


₱25,000 monthly retainer

Best for digital products and services.
User Experience focused
Your choice to have this done weekly or monthly
Critical, burning questions answered
Book a free call
Cancel or pause any time

Result: 
Monthly Summary report on:
Key Issues ranked by impact to business outcomes
Potential Solutions to solve key issues

Why would I need this?
If you wish to regularly listen to your customers and hear how they feel about your product, this is for you. We’ll help you regularly understand your user’s perspectives on the value of your product (with the regularity up to you!)
Quarterly Usability Tests

4 moderated usability tests weekly for 1 month


₱25,000 monthly retainer for 3 months

Best for digital products.
User Experience focused
Option to include web screen mockups based on recommendations
Book a free call
Cancel or pause any time

Result: 
Quarterly report on:
• User Persona challenges and motivations
• Customer Journey Map
• Features that work and need to be removed
• Usability problems ranked according to severity
• Recommendations based on desired customer experience

Why would I need this?
If you wish to regularly determine the top usability issues of your product, this is for you. Per quarter, we’ll determine what’s hindering your customers and help you solve these.
Usability & User Perspectives

15 minute user interviews monthly & 4 moderated usability tests weekly


₱50,000 monthly retainer

Best for digital products and services.
In addition to the features of the 2 other packages,
Overseeing the iteration of the product
Option to include web screen mockups based on recommendations
Usability Testing on iterations
Book a free call
Cancel or pause any time

Result: 
Monthly report on the 15 minute user interviews and quarterly report on the usability tests

Why would I need this?
If you wish to understand both your user perspectives and the top usability issues of your product, this is for you.

Custom or one-off project in mind? Book a free call to chat with our team.

We'll deliver your feedback continuously.

On-Off Group will oversee the changes made from the recommendations, validate these iterations, and then repeat the process.

How? After you have implemented the recommendations, we’ll run another round of research to determine the impact and value of these changes. Further recommendations will be provided.

"Your most unhappy users are your greatest source of learning."

- Bill Gates

Ready to get started?
Let's jump on a call.

Book a free call

On-Off group was really great honestly. The meetings were really nice, people were really nice; emails - lahat sila andyan na. Everything that we would probably need, ang bilis lang din ng responses. It's a very good experience overall.

Dei

1Export

There's an organization and flow to the way you conduct things and I like that. I can see that from how the project moved smoothly. On-Off was able to prove through their output things we might have known and didn't have the right perspective for, things we have missed out on. I had a pleasant experience with On-Off and they are definitely one of the top choices.

Bev

FullyBooked

Good that your team is very consistent. The guys that handled my project were very responsive and organized. From the proposal to the key recommendations and findings of the research--it was very thorough and rich with insights.

Allen

Bluethumb

Frequently asked questions

Why are you offering this service?

We want to make excellent customer experiences the norm around the world so we want to make our services as accessible and continuous as possible to as many people and organizations.

What can I use this service for?

Typically, you'll want user insight when your team is building a new product, testing a new product, iterating a new product, or evaluating an existing product. The customer interviews can be useful to understand core user behaviors, needs, and goals, while the usability tests can be useful for evaluating existing products.

What is your approach?

We subscribe to the mindset behind the ISO standard for human-centered design which states that users are involved through the design and development process. In practice, this means that customer insight should be an ongoing activity that helps guide you and your team as you iteratively develop your product or service. It's difficult to know you're building the right thing without customer insight.

Who handles recruitment of participants?

For customer interviews and usability tests, we'll need to recruit participants. The quickest way to do this is often from your existing user base so we will ask for contact details from you and will be working with you in recruiting.

How will participants be recruited?

We'll be making a spiel for both parties to post onto their channels with a Calendly link so that customers can book with us immediately.

Can we test prospective users too?

Yes, both existing and prospective users can be tested as long as they are able to book using the Calendly link!

What channels can be used to recruit participants?

On your end: your website, social media, community, chat popup. You can email blast it to their user base.

On our end: our social media. We can also contact your users directly if you have a ready user base list with their contact details!

How can interviewees be incentivized to participate?

This can usually be done through grab vouchers, money rewards, or other tokens. We recommend at least P500 vouchers depending on participant profiles.

What if we can't recruit 16 users? 

No worries! We just need to recruit at least 5 users for the user interviews and usability tests. Why? Interviewing at least 5 users would give us enough diverse insight into your product's key issues.

If I’ve already done the 15 minute interviews and
then want to do the usability tests after, would this be possible?

Yes! Once subscribed, you'll be able to shift between packages without any fuss. We can discuss this together and adjust accordingly.

Who will I speak to once we get started?

Your first point of contact will be Marc to make sure you are on the right package, and after that you'll have one single point of contact with the customer research team. This person will remain your point of contact throughout your time with us.

We need customer insight but my boss isn't on board,
can you help?

That's a common challenge! Book a call with us and we'll share some tips and we're equally happy to have a call with your boss to talk through things.

For how long and how often will you be reviewing
the usability and experience of my product? 

This will be discussed over call. We can set a number, and if you wish to renew or reduce from there, we can work that out as well. We’d also adjust according to your product management process! We’ll plan this out with you in our call.

For the usability tests, what would the P25,000
monthly retainer cover for 3 months? 

Though the timelines may differ per project, it would generally go like this: the 1st month would be for recruitment, usability testing, and top-line reports. The 2nd month would be for the making and presentation of the comprehensive report, data analysis and consolidation, and iteration planning and execution. The 3rd month would be for validating iterations and planning next set of usability tests.

I have a question that isn't answered here...help!

Sure! Just book a call with us and we'd be happy to get that answered for you!