Interviews and Workshops

One of the most effective method is to simply engage a conversation with your users. This allows you to understand their needs and expectations. Individual interviews or workshops with groups allow us to collect qualitative information about your users’ habits, opinions, frustrations and desires.

During workshops, being in a group sparkles creativity and allows new products or services to flourish. We run these sessions for internal stakeholders as well as for external clients; this enables us to agree on a common vision that will define your company’s UX strategy and needs. 

 

Benefits

  • Allows you to get users’ opinions 
  • Based on our experience, even a small number of people can produce crucial results  
  • Allows you to compare your assumptions against a ground-based reality

Deliverables

  • Persona profiles 
  • User journeys 
  • Research report including major insights 

Contextual Observation

Contextual observation entails the observation of user behaviour in their direct environment – whether at work, in their living room, in a shop – or when on the move – such as in public transportation or walking in the streets. This method allows us to understand the users’ thought process and activities, while taking culture into consideration within their environment.

Examples of contextual observations

  • Processing customer files within a business  
  • Agents’ performance within a call centre 
  • Effectiveness of caregiving staff in a hospital setting

Benefits

  • Offers a very detailed analysis 
  • Opportunity to watch users interact with products contextually and organically  
  • Allows you to compare what is said with what is done

Ethnographic Studies

An ethnographic study also allows you to collect qualitative information about your users, but over longer periods of time- from a few days to a few months. For the “diary study” method, participants are asked to write down their experience through a diary logbook. Smartphones have made this method easier as they can now include photo, audio and video content.  

Benefits

  • Provides a deeper understanding of your customers and the way they think within their environment
  • Long-lasting insights offering a greater continuity to your strategy  
  • a very comprehensive analysis  

 

Deliverables

  • Consolidated research report  
  • Raw research data and material  
  • Strategic insights

Persona Development

Personas are archetype users, which have been created based on research from interviews and/or workshops. Here we can represent different types of users, products or services that we design.

 

Benefits

  • Identify better who your target is
  • Communicate internally  a shared vision for customers and refer to it  
  • Writing out user journeys that will help to design your product

Deliverables

  • Persona mapping of your customer/user base  
  • Prioritisation of personas based on your needs
  • Persona based on qualitative and/or quantitative research  

Multi-channel User Journey

A user journey describes the typical path a customer will follow, based on their relationship or interactions with the services of a business or organisation. We’ll present the user’s experience visually through an “experience map”, in which we’ll draw out all touchpoints and pain points from a user. This representational method allows all of the user’s activities to be presented in one image for each of the brand’s channel.   

 

Benefits

  • Identify pain points in the overall experience  
  • Increase empathy towards your users  
  • Improve collaboration between different departments  
  • Ensure consistency of the experience across all channels

Deliverables

  • Design blueprint  
  • User journey maps
  • Story maps

Need help with your UX initiatives?

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