User research

Understanding the people you serve

We spend time with the people your website, product or service is for, finding out what they are trying to do and what stops them. Your strategy and design work then start from evidence about real people.

What we doWhere you are
  1. A single source of truthKnowledge
  2. Where you areInsight
  3. Where you need to goStrategy
  4. How you show upBrand
  5. How you engageExperience
  6. How you growGo to market

What it covers

What your users come to you for, the tasks they are trying to complete, what gets in their way and how they make decisions.

We use interviews, observation and surveys, choosing the mix that suits your audiences and the questions you need answered.

How we work

We agree with you which groups of users matter most, then speak to people from each. Interviews and observation let us watch and ask why. Surveys let us check how widely a finding holds.

We turn what we learn into personas and journey maps that your designers, developers and marketers can all work from. The findings shape your digital strategy and the design work that follows.

What we need from you

  • Help reaching your users, such as contact lists or introductions
  • Any analytics, feedback or past research you already have, shared early
  • A sponsor who can settle which audiences come first
  • Someone from your team to sit in on a few sessions and hear users first hand
Where it sits
Where you are
Part of
Headless Websites
What it feeds
Where you need to go

You get

What this service produces
1 deliverable

Want to understand the people you serve?

Tell us what you need to understand, and who you need to hear from.

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