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FIELDWORK · 7 MIN · AUGUST 17, 2026

Mystery visits: five common design mistakes

What skews the results before the first visit.

Adviser explaining an offer to a customer in branch

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Customers seated in a branch waiting area facing a feedback screen
FIELDWORK · 6 MINWaiting in branch: what customers really rememberDuration matters less than the information received while waiting. A look back at a series of in-branch observations.
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