User & stakeholder interviews

During one-on-one sessions with users and stakeholders, we ask a series of questions to understand their life and work, andto extract their pain points,, needs, wants, and ideas.

We take a deep dive into users' and stakeholders’ minds to build empathy. This helps to develop personas to focus our designs and test them later with the same audience for feedback.

Focus group workshop

We conduct a group session with users or stakeholders to gather insights to understand their life and work, pains, needs, wants and ideas.

Similar to user interviews, but facilitated in a single session with users and stakeholders if scheduling one-on-one meetings is a challenge.

Field study

We gather insights by observing users interacting with products, apps and services at a location and asking them to complete a questionnaire detailing why they interacted with the product or service, what they were trying to achieve, any frustrations or delights and how the product fits in with their life or work goals.

Provides a more "natural" or "real" insight towards how people interact with products and services without guidance in the context of their day (office, hotel, street, kiosk, restaurant etc.).

Usability audit

One-on-one sessions with users to observe, record, and gather insightsof their usage of an existing app

Capture how users would use the product to identify usability issues.

Heuristics audit

An evaluation checklist to score an app's user experience based on 10 recognised UXbest practices (see below).

By identifying and designing around heuristic issues, user experience can be improved significantly, even without much user testing. In research, we audit existing apps and use them as a base for workshop and design.

Analytics audit

Reviewing web and app data such as Google Analytics and Mixpanel to sense-make which flows users tend to take and where users tend to drop off.

Analytics data gives an accurate snapshot of common patterns users take ina number format. This is beneficial to support insights from usability session recordings and heuristic evaluation. For example, if we identify a certain page where over 80% of users tend to drop off very early on, we can perform a quick heuristic to determine why. This is a useful tool when time for research is tight and/or the app is massive and requires focus on key areas. The data paves the way for deeper investigations.