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Online experiences should be inclusive for all. That’s why adherence to Web Content Accessibility Guidelines (WCAG) is an important Australian regulatory requirement. Accessibility audits provide you with a report that outlines your compliance, with actionable recommendations for addressing non‑compliance points.
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. Find out more about business requirements.
Before starting any project, you can rest assured we get to know you, your intended audience and what you understand about your project (or problem). This means we meet with you and your team to solidify information, fill in knowledge gaps and collaboratively determine key goals.
A content audit helps you identify the areas of your site content that are most in need of attention. It can form part of a content strategy, or work as a stand-alone activity that enables you to focus on creating high-value content that supports the goals of your site visitors.
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 governance guidelines to maintain the improvements.
A customer experience (CX) framework is an asset we create for you in conjunction with key stakeholders when studying new or existing products/services. It focuses on identifying what drives successful interactions and experiences for customers, end-to-end, and how/what can be improved. Find out more about customer experience.
Receive a comprehensive review of internal/external data to assist with project discovery, support research findings and make better business decisions. Find out more about accessibility testing.
Depth interviews are conducted one-on-one rather than in a group environment to dig a little deeper. Findings contribute to the development of wireframes, design concepts, personas, customer journey maps or a digital strategy. Find out more about in-depth interviews.
A digital strategy will help you think long-term the about content, governance, and resourcing needed to ensure your digital channels are effective. We create a strategy and roadmap to give you direction and focus on the needs of your users Find out more about digital roadmaps.
Our consultants will draw on our combined experience observing thousands of users’ interactions with live interfaces, along with a set of established user experience principles, to identify issues with your digital assets (e.g. websites and mobile applications). We also provide recommendations on how to successfully address any concerns.
Best practice reviews provide examples of best practice principles relating to design, content and functionality associated with key objectives you may have in mind for your website or application.
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, preventing priorities and developments heading off track.
Mobile ethnography involves participants providing us with insight into their lives via an app downloaded to their smartphone. Findings then facilitate empathetic design and drive 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. Find out more about wireframing.
Essential in developing successful digital experiences, personas allow you to recognise who your users are – and ensure you offer products/services clearly aligned with their needs. We consolidate research findings to create a set of personas that provide a reference point for your users’ core behaviours, motivations and expectations.
Quantitative surveys give you access and insight to customers’ opinions. Statistics from research can be used to assist business decisions, test specific hypotheses, analyse relationships between information, and identify (or validate) key sub-groups of customers.
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.
Achieve a greater understanding of who is visiting your website, and what their perceptions are. We intercept live visitors upon arriving at your site and invite them to provide feedback on their experience. The data can influence a web redesign or rebuild, or assess the impact of changes after a new site is launched.
Gain a visual illustration of the different touchpoints users experience when interacting with an organisation or service. The ‘journey’ depicted tells an engaging story based on the customer’s experience, and sometimes includes their emotional state. Journey maps can reflect either the ‘current state’ experience or a ‘future state’ vision.
If your organisation is seeking private UX training, we can offer bespoke face-to-face day courses on a range of topics that can be customised to your needs, hosted at your premises. We also offer several online UX courses you can undertake in your own time, and present at events and guests lectures upon request.
Web analytics can also be used to assess and improve the effectiveness of a, website. The data can be used for benchmarking and tracking.
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 articulate pain points and identify opportunities for improvement. You can also ask for their help in creating new solutions.