The Innovation team at Swiss Sense wanted to explore sleep coaching to see how the company could help customers beyond just mattress and pillow.

The assumption? That light sleepers want quick fixes, and heavy sleepers need long-term solutions. But…what is the actual experience and needs?

Key questions to explore:

• How do people with sleep problems try to solve them today?
• Why do many solutions seem to work temporarily, or not at all?
• What do people use when: who uses sleep apps, health programs or personal coach, when and why?
• How to design a sleeping coach service that feels credible, personal and helpful?

The Swiss Sense team used the input to develop their work on the sleep experience.  The 5hellos sessions sketched the needs and how sleep solutions could work best to meet needs, both emotionally, practically and within the relevant cultural context.

Key findings:

• Sleep improvement is a messy journey of trial, hope, doubt, and starting over. Participants all try multiple things – and few have found the solution.
• Best to be straightforward – no fluff, just facts, input of experts and clear results.
• A personal sleep report with expert guidance is often most trusted vs. quick app solutions
• Even sceptics opened up to the idea of expert help when the tone was right.