User Research
User research consultancy & innovation
User Research Methods
Examples of how we applied and adapted user research methods in recent assignments:
Accessibility user research framework based on design guidelines and prototypical access needs personas. This was used to identify potential pain points for each type of access needs persona in a new digital journey design. Users with sight, motor and various neuro-diverse access needs (dyslexia, autism) helped test the design against this framework leading to a variety of design changes.
Empathy mapping for organisational change based on interviews with customer contact representatives about call handling scenarios. Critical incidents and customer themes based on what customers said, thought, did and felt were mapped onto an organisational change framework. Customer pain-points were categorised and fed back to senior stakeholders to prioritise future focus on changes.
Share
We make extensive use of Miro to socialise user research hypotheses, plans, results and insights within agile teams (and vice versa).
Collate
All user research deliverables including anonymised user research recordings are systematically logged for use during the project and for future use in later project phases.
Focus
On user needs as these evolve before, during and after delivery of online and offline services.