Design Services

User Research

We love user research. Users are reality. The more we meet and understand users, the more we understand reality.

User research gives us empathy. Empathy helps us with problem solving because we are better able to anticipate how a user will respond to our solutions.

User research identifies needs. So we can create something that people actually want.

User research gives us feedback. Do we understand the world correctly? Is what we are doing working? What’s the right choice?

User research is not about customers telling us what to do. Users are great at identifying problems, but solutions tend to require expertise. Users don’t necessarily know what’s possible, or how to connect dots to create something surprising and new.

User research is crucial, and our design, data and strategy teams work together to identify what research we need to do, at what stage of the process. We conduct research directly and commission services where appropriate. And we bring a collective analysis to the results to find the most robust and insightful interpretations, so we can deliver a product or service that excites users and inspires action.

  • User interviews
  • User observations
  • Field research
  • Desktop research
  • Persona development
  • Survey design
  • Test design
  • Usability testing
  • Quantitative research
  • Qualitative research
  • A/B testing
  • Data analysis
  • Traceability matrices
  • Reporting

User Research Case Studies

Department of Health

Co-designing a digital government service

How can we co-design a digital service that helps consumers find online, government-sponsored mental health supports when and where they need them?

View case study