Research & Customer Insights
One-on-one interviews with users or customer facing staff provide deep insights into core needs, motivations and actual behaviours. A great technique for discovering what users actually do (not what they say they do).
Customer journey mapping
Communicating how a user’s relationship with your business is experienced through a customer journey map provides a high level visual narrative set over time and across channels (online and offline).
We interview and observe users to analyse the key tasks or process they undertake to achieve a goal. We investigate context, information needs & sources, emotive state, channels and devices used at each step.
Embedding ourselves into a user’s environment to observe them interacting with a site or system provides valuable access to actual user behaviour. Learning their pain points then highlights opportunities for system improvement.
Your customers may not care about your KPIs, targets or strategic direction but we ensure your business drivers are respected & addressed throughout the project process.
Writing a successful survey is not as simple as launching one but we handle every part of the process and do it better than most.
Our trained quantitative researchers can analyse and deliver insights that make sense of what is happening on your site then deliver these findings to you in an easy to understand format.
Personas are fictional representations of your key user groups who are constructed through research data. They are used to guide design decisions by representing the various needs, goals, and observed behaviour patterns among your customers.
Following from user research, we can produce an extensive user requirements document to help our clients better understand the needs of their user groups.
By understanding how your competitors are leading or lagging allows us to help your business learn, pivot and adjust to a leading market position.
Observing people in their natural habitat is by far the best way to learn about the context that surrounds their behaviour. Unique insights from this type of research can fast-track solving existing business problems as well as open doors to innovation.
When the perceptions, opinions, beliefs, and attitudes of your customers must be understood you need to get people into a room. Our skilled facilitators capitalise on group dynamics to get the best from individual participants.
Comments from our clients
“We would like to thank you for the excellent service you provided. Our requirements were met as intended and staff were professional, knowledgeable and responsive.”
Department of Home Affairs
“The rigour and thoroughness was right up my alley. And the report presentation was first rate in both format and content.”
Jeremy de Constantin
“Do a great job - flexible, thorough, informative, professional, Government friendly processes, easy to change scope / tack to meet needs of dynamic project and environment under fixed price contract.”