We conduct user research to understand your app users, problems and features better.
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User & stakeholder interviews
One-on-one sessions with users and stakeholders where we ask a series of questions to understand their life and work.
We take a deep dive into users' and stakeholders’ minds to build empathy and extract their pain points, needs, wants, and ideas. This helps to develop personas to focus our designs and test them later with the same audience for feedback.
Focus group workshop
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
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 insights of how they would use 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.
Business model canvas mapping
Captures all the key aspects of a business for the research team. It is developed from stakeholder interviews, field (on-premise) studies done in the research phase, and organising learnings and insights in their appropriate areas (e.g. customer segments).
A well-developed business model canvas allows the product team to identify and frame problems from the perspective of the business (client). Capturing this data helps identify where the app UX fits in the business model and how it will strengthen the value proposition or serve the cost and/or revenue model of the organisation.
User persona mapping
A made-up profile of an ideal user—usually a combination of traits from a large number of real users based on research insights. A user persona summarises the user's life and/or work, and highlights his or her needs, wants, pains, and ideas about the app.
When developed thoroughly from research insights and summarised concisely, personas help stakeholders and designers align and focus on who we are designing for and what we are trying to solve for them. Personas are usually stuck on the wall or on Figma's (design software) canvas throughout the design process.
User journey mapping
A visualisation of the user's needs, wants, pains, and ideas (extracted from research) before, during, and after using the app in the context of their life or work.
Similar to user personas, it helps stakeholders and designers align and focus on who we are designing for, what we are trying to solve for them, and functionality from the perspective of the user in a time-based scenario. A good user journey map illustrates the state of the user before using the app and whether the intended goals have been achieved after using the app.
User stories mapping
Bite-sized descriptions of all the user tasks that would make up the app design in a story format. E.g. "As a [user persona], I am able to [app task], so that I can [user goal / user problem solved]".
Helps align stakeholders, designers, and developers to build the app in a more user-centric and memorable format as opposed to documenting "features".