User Research
Gain insight
Reveal how customers use services to achieve their goals
Maximise engagement
Involve your community and encourage advocacy
Build evidence
Make design decisions based on evidence, not assumptions
Inclusive and ethical
We ensure a rigorous, inclusive and ethical research process
Uncovering evidence and insight to inform design decision making
User research is central to all of our work because it provides a deep understanding of peoples’ needs, preferences, and behaviours. It is fundamental to the creation of truly user-centric products and services that meet customer expectations, enhance usability, and drive business success. So we look to research insights to reduce risks, improve decision-making, and foster meaningful connections with users.
- Protocol design
- Recruitment
- Usability testing
- Accessibility testing
- User interviews
- Focus groups
- Ethnography
- Analysis & reporting
We deliver User Research through a systematic and comprehensive approach. We start by defining clear research objectives and identifying target user groups. Following that we employ a mix of qualitative and quantitative methods, such as interviews, surveys, usability testing, and data analysis, to gather valuable insights into users’ needs, preferences, and behaviours.
We ensure a rigorous, inclusive and ethical research process, maintaining strong communication with stakeholders and involving them in the research findings. The outcomes of our research are actionable recommendations, design improvements, comprehensive reports, personas, journey maps, and usability guidelines, all aimed at informing decision-making and enhancing user experiences.
By engaging with users to generate insight throughout the design process, product teams are given the confidence and clarity necessary to make decisions with reduced risk and increased impact.
Jonathan Synnott
Head of Research
