Research & customer insights
Better decisions start with understanding people
We help organisations uncover customer needs, behaviours and opportunities through practical research that reduces risk and gives teams confidence to move forward.
Customer interviews
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 workshops
Facilitated workshops help organisations explore customer experiences, uncover insights and collaboratively identify opportunities for improvement.
Contextual enquiries
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.
Online surveys
Writing a successful survey is not just about clicking the launch button. We are experts at every part of the process and do it better than the rest.
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).
Task analysis
We interview and observe users to analyse the key tasks or processes they undertake to achieve a goal. We investigate context, information needs & sources, emotive state, channels and devices used at each step.
Personas
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.
User requirements
Following from user research, we can produce an extensive user requirements document to help our clients better understand the needs of their user groups.
Benchmark analysis
By understanding how your competitors are leading or lagging allows us to help your business learn, pivot and adjust to a leading market position.
Web analytics
Our trained quantitative researchers can analyse and deliver insights that make sense of what is happening on your site and then deliver these findings to you in an easy-to-understand format.
Stakeholder interviews
Interviews with executives, frontline staff and subject matter experts help uncover organisational needs, challenges and opportunities. Combined with customer research, they provide a more complete understanding of the current experience.
Diary studies
Diary studies capture experiences over time, helping organisations understand customer behaviours, decision-making and pain points as they occur in real life.