Research & Discovery

Our comprehensive user research and testing services provide the insight you need to improve the usability, satisfaction and performance of your website or app.

Customer research helps you understand your users in a wider context, identifying the problems your ideas should solve. Finding the answers to these questions and having the evidence to back them up helps you create the right solutions, increasing customer satisfaction and sales.

We combine traditional business planning with actionable insights through workshops, research, testing and idea validation to put your business in the best place possible to move forward as one and succeed.

Understanding your customers

Usability testing for websites and software

Our team will work with you to plan a user test which replicates a typical user journey. We'll observe participants completing tasks and ask questions to understand the issues.

Whilst a lot of user experience research is conducted through face to face groups and lab testing, we prefer rapid remote testing. It’s fast and delivers high quality results from participants who use your product in their own environment as they would in real life.

We use our own bespoke methods to also measure user satisfaction and design perceptions. You'll receive a report written in plain English, showing our key findings. And, because we mostly conduct user testing remotely, we can turn things around fast.

Qualitative research

Customer journeys rarely begin and end on your website or digital product. What problems do they have and how could your ideas solve them? The answers to these big questions are behind every successful business.

You might be able to guess at some of them and get lucky, but equally many companies guess wrong and waste money developing products and services that customers don’t want. The way to get reliable answers to these questions is through well-planned customer research.

Surveys

Ethnography

Interviews

Call listening

Competitor research

Clear quantitative evidence of what does and doesn’t work for your customers. Survey data gives us a basis from which to move forward, knowing what changes are required and where to focus first.

Watching your key customers in their own environment gives a unique insight into the role it plays in their lives. It very quickly highlights key issues and opportunities to improve the user experience, from a customer and organisational perspective.

These can be done with your key stakeholders and/or customers to identify what they expect, like and dislike during a design process meaning we can be confident that the concepts delivered are focused towards the design which best suits its purpose.

Frontline staff and the conversations they have with your customers are a goldmine for anecdotes, concerns and ideas. Call listening often surfaces very different (and valid) perspective from the rest of the business.

Competitor analysis through research and user testing can highlight the strengths and weaknesses in your own business. Armed with this insight, you can make informed strategic decisions on how to move forward, whether that’s through a website redesign, content strategy or new product launch.

Quantitative research

Your site or software design might have already been completed but not yet rolled out, perhaps an old design needs a refresh or you’ve got something new.  Before hitting publish, our large scale self-moderated design testing services can help to validate your ideas, making sure that they’re fit for purpose.

If they’re not, we can advise on what changes are needed to make them as user centred as possible, or we can work on the design ourselves, building in optimisation as we go.

What we do:

Design experiments

Tree testing

Click testing

Quick, reliable quantitative data to back up or challenge design assumptions. We often recommend and use design experiments at the later stages of a project to ensure we’re on the right track.

Tree testing gives a quick, reliable and quantitative insight into whether there are structural problems with a site. A robust sample size means that the results can indicate what could cause your users in the future and from there you can proactively fix them before they become an issue.

Click testing is way of providing quantitative certainty around specific key interactions. It shows what doesn’t work and also, offers real validation on what does work.

Competitor Research

Competitor analysis through research and user testing can highlight the strengths and weaknesses in your own business.

Armed with this insight, you can make informed strategic decisions on how to move forward, whether that’s through a website redesign, content strategy or new product launch.

UX Design Audits

It’s perfectly possible to apply UX thinking to existing ecommerce design. In fact, this is something we often do for new clients or those who are just starting to think about UX within their organisations.

What do we do?

Using heuristic evaluation, our usability experts will audit your website against known UX best practices to identify where quick fixes can be made. With over 25 years combined experience within the industry, our senior UXers Adam and Kathryn have worked across multiple sectors and industries bringing with them a broad and comprehensive knowledge of what does and doesn’t work.

What do you get?

We’ll produce a thorough report which is easy to understand and written in plain English. We can present it either over a video call or in person. Every one of our UX audit reports shows our key findings, relevant insights and recommendations for the next step in your project, whether that’s with us or not.

Looking for UX services but not sure where to start?

Download it free

We've created a free guide to buying UX services. Quickly get up to speed with the tools, techniques and terminology used on digital product design and research projects.

Agreeing a Strategy

Strategic Discovery

We’ll immerse ourselves into your business and listen to key stakeholders ideas and plans. Once we ‘get it’ from the inside out, we can identify strengths, weaknesses, opportunities and threats. From there we can help you plan the best path forward.

Experience mapping

Analytics reviews

Existing research review

Call listening

Experience audit

An exercise to map a users specific experience or journey (eg buying a product on a site). The finished thing gives a clear overview from all touchpoints and angles.

A deep dive into your existing data from surveys, analytics and more. These findings often tie in and advise our own work.

We’ll gather and analyse your existing research, to make sense of what you’ve already done and work out how it fits into the wider strategic picture.

Frontline staff and the conversations they have with your customers are a goldmine for anecdotes, concerns and ideas. Call listening often surfaces very different (and valid) perspective from the rest of the business.

We’ll walk through the end to end cross-channel journey for your product or service and map out what occurs at every touchpoint. We can then tailor research to understand how users feel and behave at every stage of that journey.

Align your vision

A successful business is one in which everyone is striving for the same goals. Through workshops, strategic thinking and internal research, we can help align your team’s direction of travel and give them one common focus, from the top to the bottom.

Stakeholder interviews

Vision, values and purpose workshop

Objective definition workshop

Product definition workshops

By understanding what each member of the senior team expects, we can be confident that we’re directing our work into the right areas to deliver the right outcomes.

Your vision, values and purpose are tangible tools which can be used to drive your business direction. They represent who you are as well as what, why and how you do what you do.

What does success look like? That’s the question we set out to answer in this workshop, building a shared understanding of the goals of the project and defining how we can measure success.

Workshops are best way for us to quickly understand the features, assumptions and expectations your key stakeholders have about a project and give a clear consensus on what constitutes success.  

Test your assumptions

Assumptions are things that are accepted as true or certain to happen, without proof.  Basing business decisions on them can be risky and at worst, damaging.  

How can we help?

By planning and testing with a minimum viable product. This is a testing technique which is often used for new products and businesses to ensure that what they’re offering has a value worth investing in, through testing on the smallest possible (minimum viable) scale.  

We’ll help validate the assumptions behind your strategy as early as possible, allowing you to revisit them if necessary rather than executing on a weak foundation.

Before any new business idea or venture starts, you should address these hypotheses:

  • Problem - is the problem worth solving?

  • Audience - does a large enough group of people care about it?

  • Price - are people willing to pay money to solve this problem?

  • Solution - are people comfortable with their problem being solved by your product or service?

  • Delivery - are people are comfortable with the method of delivering your service?

  • Brand - is your branding right for the product or service in the eyes of your audience?

Once you can answer yes to each of the above points, you’re in the right position to move forward. To confidently answer yes, a mix of conversation, criticism and critically, user testing (through an MVP) are essential.

Execute & measure

From content strategy to coaching and action planning, we’ll help align your people, products and services, making your strategy a reality.

Immediate action planning

Content strategy

Roadmap definition

UX Coaching & candidate assessment

Research planning

Immediate action planning

Customer-centric metric definition  

Service blueprinting

Sometimes you need an outsider's perspective to make sense of what needs to be done first. We’ll help you to focus multiple ideas and decide what steps you need to taken (and in what order) to achieve your goals and turn them into an immediately actionable plan.

A clear direction for content will make planning, developing and producing it much easier. What is the goal, what are you trying to achieve with it and how does it fit with the rest of your communications?


A roadmap definition outlines a product’s long term vision and how to get it there without needing to know everything upfront. Rather than specify the solution up front, we focus on solving customer and business problems, keeping them flexible for evidence based changes along the way.


By grouping and defining your customers into ‘cohorts’ we can track where different types of users are within your customer journey. Segmenting and analysing in this way allows us to see who is and isn’t getting value from your site, product or software.


Building research into your product route map means that when we identify key moments in the customer journey where useful insight can be targeted, we can act quickly. Planning ahead like this will allow your business the time and space to keep learning and refining as you go.

Our senior UX team has over 25 years combined experience in this industry, making them best placed to offer coaching and support. They’re also available to assist in candidate assessment and interviews.

An operational planning tool which can highlight how a services can and should be provided by clearly demonstrating the support systems  and Information architecture required for success across different channels.

Research planning

Adam Babajee-Pycroft

Questions?

If you're considering starting a UX project, speak to Adam on 0117 205 0605 or

Contact us