In order to understand the full experience we decided to go through a digital only purchase as well as a more traditional in-store purchase through the Brompton Junction store in London. We also felt it important to experience the purchase of an electrically assisted Brompton in addition to their standard ‘acoustic’ bike.

 

We carried out desk research first. What information could be found online about different bikes in the range, their respective features, pros and cons? What could we discover from customer reviews and what alternatives exist from other brands? Who were they associating themselves with, and how well did they actually fit?

 

Then we carried out field research, visiting third party resellers as well as Brompton owned stores, masquerading as novices and comparing knowledge, recommendations and experiences from shop to shop.

 

We went through the direct purchase process from Brompton.com with collection from a third party reseller, and then another in person from the Brompton Junction store.

 

Post-purchase, we went through the registration process for both bikes and signed up for customer lifecycle emails.

Throughout, we recorded our experiences in notes accompanied by screenshots and photographs and collated all into a final report consisting of observations – good and bad – and recommendations for improvements.