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Happy users can be your best advocates, so we design research to identify the key factors that influence whether a user/customer will recommend your product, service, website or company to others.
Benchmarking and tracking allows easy comparison and identification of aspects of your web presence and/or service that are performing well and areas that are in need of improvement. You get the insight you need to develop plans and target specific areas for improvement, and track your improvement.
Before starting your project, we spend time getting to know you, your intended audience and what you understand about your project (or goal). We meet with you and your team – often using interactive workshops – or use interviews or surveys to clarify understandings, fill in knowledge gaps and determine key goals.
The structure of your site or app can make or break the user experience. We use card sorting to explore and produce the most effective structure (information architecture) possible. Card sorting enables us to understand how users classify content and what terminology they might use to describe this content. IA validation usually follows this activity.
A content audit will highlight which aspects of your content need most attention. Often materialising as a need from user research, the audit is a key ingredient in a content strategy, but can work as a stand-alone activity. Ultimately, the specific audit recommendations help you focus on creating high-value content that supports the goals of your site visitors and your business.
A content strategy helps you create useful, usable content that your users need, and that supports your overall business goals. We run several activities to create specific recommendations for the short, medium and long term and ensure you have guidelines to maintain the improvements.
A contextual interview is a conversation with a participant in the environment in which they will be using your products and services. This improves our ability to simulate an actual experience and gives us additional insight into who they are through direct observation of the environment in which they live, work or access your services.
We gain insight by studying the environment in which customers use your products and services. Observation of actual experiences allows us to uncover pain points and opportunities in the process of engaging with your services – without interrupting your users or customers.
When you need to easily identify how the performance of your online presence or service compares to your competitors or best practice industry standards, competitor benchmarking can help. We help you identify the right metrics to benchmark and design surveys if you don’t already have the data you need.
More than understanding how satisfied customers are, many organisations are seeking to explore the key factors that create high satisfaction for the user/customer in relation to a product, service or website. Identifying those drivers enables you to focus your efforts in the right places.
A customer experience (CX) framework is an asset we create for you in conjunction with key stakeholders when you are investigating the effectiveness of new or existing products/services. It focuses on identifying what drives successful interactions and experiences for customers, end-to-end, what can be improved, and how to make those improvements. Find out more about customer experience.
Most companies have great sources of existing data – if only they knew how to access and use them. Examples include customer feedback/insights, operational data, market research and tracking studies. We work with you to identify and comprehensively analyse internal and external data to help with project discovery, support research findings and ultimately better business decisions.
The one-on-one setting of depth interviews means we can dig deep to understand your users’ preferences and behaviours. What we discover contributes to the development of wireframes, design concepts, personas, customer journey maps and digital or content strategies. Find out more about Depth interviews.
It is often important to a project to note a customer or user’s feelings or reactions over time. A Diary Study allows us to track and measure behaviour, attitude, emotion and thoughts from participants across a period of time for insight into how these characteristics might change.
When you’ve made an investment in creating a better experience for those who use your digital channels, you want to make sure your improvements ‘stick’. A governance framework ensures these improvements – including content, information architecture and search integrity – are sustained over time by the right resources, preventing priorities and developments heading off track.
A digital strategy will help you think (and plan) long-term about the functionality, content, governance, and resourcing needed to ensure your digital channels are effective. Adding a roadmap of actions for the short, medium and long term allows you to focus your efforts in the right places to meet your users’ needs. Find out more about digital roadmaps.
Engagement means your customers are more committed to you. We explore the key factors that will encourage greater levels of engagement between your users or customers and the products, services or systems they are using.
Gain a visual illustration of the different touchpoints users encounter when interacting with your organisation or service. By mapping out their emotional state, attitude and actions throughout the experience with your product or service, we are able to identify pain points and opportunities for improvement.
We draw on our combined experience observing thousands of users’ interactions with live interfaces, and use a set of established user experience principles to identify issues with your digital assets. From websites to mobile apps to intranets, we also provide recommendations on how to successfully address any concerns.
The ‘journey’ depicted tells or shows an engaging story based on the ideal customer experience with your organisation, product or service. User Journeys usually correspond with a persona and represent a ‘future state’. vision.
Once we have established the ‘future state’ experience you are aiming for, we look at what is being done across the globe in similar or comparable organisation. The global review provides examples relating to design, content and functionality that reflect the key objectives for your website or application.
Following card sorting, or to test an existing or draft structure, Information Architecture (IA) validation research uses tasks to explore the effectiveness of the structure and labelling. We offer moderated and online IA validation activities. Results and feedback highlight what is working well and what’s not – enabling us to provide recommendations for changes that respond to user needs.
All our projects naturally have an end date, but that’s the point at which most of our clients are really getting started. We’re passionate about what we do and have a range of mentoring options to help you on your way.
In a Mobile Ethnography study, participants provide us with a unique view into their lives via an app downloaded to their smartphone. What we learn through this process leads directly to more empathetic design and drives product/service development that is suited to customer segments.
Card sorting helps you explore and produce the most effective information architecture (IA) possible. This technique enables us to understand how users classify content and what terminology they might use to describe this content. Find out more about card sorting.
Moderated IA validation research explores the effectiveness of an existing or draft site structure in a face-to‑face environment. Feedback and results from participants highlight what is working well within your IA and what’s not – and what opportunities there are for improvement, along with recommendations for changes.
This research method helps you gain insight into how well your digital (e.g. website, mobile application) and non-digital (e.g. paper based forms, bills) assets meet user needs and expectations via one-on-one task-based interviews with users. You walk away with actionable recommendations. Depending on your needs, we can conduct one-off testing or incorporate an ongoing lean, agile process. Find out more about moderated user testing
This technique involves giving participants an online survey to assess the effectiveness of an existing or draft information architecture (IA), also commonly referred to as site structure. Find out more about online IA validation
Online user testing is a task-based activity that provides insight into how well your digital (e.g. website, mobile application) and non-digital (e.g. paper based forms, bills) assets meet user needs and expectations. It delivers greater geographical scope and facilitates bigger participants numbers as users complete the testing online; they can respond in their own time and in their own environment. Find out more about online user testing
Outsourcing a research capability into your organisation allows you to meet the needs of consumers and stay ahead of the competition – with minimal disruptions and overheads. We can provide you with this robust solution by integrating our research team with your company. The approach is lean; it’s productive, low in cost and quick to implement.
By assessing an online presence or a service before and after launch, or just as an ongoing tracking measure, we can help you understand where it is performing well and which areas need improvement. Our insights help you assess performance, then track and measure the improvement to make sure it sticks.
Personas based on user research paint a clear picture of who your users are to ensure your products and services are clearly aligned to their needs – essential for developing successful digital experiences. We bring our research findings to life in a set of personas that become a reference point for your users’ core behaviours, motivations and expectations.
Once you’ve invested in user research, it is important the findings are translated into an improved user experience or ideas for future services and products. Often this leads to the development of wireframes that meet UX best practice and are matured and developed to the point where they can be tested with potential users. Alternatives to online prototypes might include mapping services onto post-it notes, , or mocking up mobile app experiences with paper tools and playing cards.
We provide consulting and advisory services to help you identify opportunities to introduce more quantitative research and metrics into the business.
This type of valuation involves data analysis on large samples of users/customers but the purpose is to quantify, prioritise and validate qualitative research or hypotheses and assumptions. You may have existing sources of data or need a questionnaire to be designed.
Quantitative surveys give you access and insight into your customers’ opinions. Findings can be used to support business decisions, test specific hypotheses, analyse relationships between information, and identify (or validate) key sub-groups of customers.
To uncover different groups of users or customers, we conduct data analysis on large samples, based on a wide variety of demographic and psychographic questions. You may already have access to data, or we design specific quantitative questionnaires to provide the level of detail you need.
In a service walkthrough we simulate the customer experience of a service or product from end-to-end. This technique provides invaluable insights into how the customer experience is influenced by many different areas across an organisation, and where it can be improved.
The True Intent study sheds light on who is visiting your website, how successful they are in doing what they came to do, and what their overall perceptions are. We intercept visitors and invite feedback on their experience. The data can inform who you involve in future research, what you prioritise for a web redesign or content review, and is a great way to assess the impact of changes after a new site is launched.
One of the most popular research methods, Usability Testing helps you gain insight into how well your digital (e.g. website, intranet, mobile application) and non-digital (e.g. paper-based forms, bills) assets are meeting user needs and expectations. We offer moderated or online usability testing to deliver actionable recommendations. Eye tracking is an optional inclusion.
Let us use your web analytics to assess and improve the effectiveness of your channels. Web Analytics can be used throughout a project, for example to indicate problems with structure and flow, content gaps, or usability issues. Analytics enable us to set goals during the discovery phase, validate other research findings and contribute to benchmarking and reporting on performance.
This facilitated review and/or analysis of recent research might be internal at U1 or include your team in a brainstorming session. Incorporating these sessions throughout a project allows for involvement of key stakeholders in idea generation and decision-making.
Having invested in user research, it is important your research findings translate into an improved user experience. We can provide high-quality wireframes that provide a blueprint for delivering the best possible design solutions. If required, they can be matured into a clickable prototype for the purposes of user testing.
Gain an excellent understanding of how your users (and potential users) operate in the world. Understand their current experiences and let them articulate pain points to identify opportunities for improvement. You can also ask for their help in creating new solutions.