Research and Insight
We uncover deep user behaviours, motivations, and pain points through targeted research and insights. By leveraging real-world testing, ethnographic studies, and behavioural analysis, we drive smarter design decisions—ensuring every experience is grounded in real user needs.
User Research
Researching user behaviour involves more than talking to a representative audience sample. Usability testing gathers rich qualitative and quantitative insights through setting tasks and observing behaviour, often highlighting the difference between what people say and do. It can provide a benchmark on existing solutions. Often includes those with access needs.
Surveys
Our survey service helps you gather meaningful, data-driven insights from your users, stakeholders, or wider audiences. We design accessible, inclusive surveys that uncover behaviours, attitudes, and unmet needs—supporting evidence-based decision making at every stage of your project.
User Interviews
Our user interview approaches use a variety of techniques to gather and draw out rich qualitative insights, in either the formative or avaluative stages of research. Bespoke approaches helps you learn about what your users really do and think.
Focus Groups
Our UX focus groups bring together real users to explore attitudes, experiences, and expectations around your product or service. Facilitated by experienced researchers, sessions are designed to prompt open, honest discussion—surfacing needs, pain points, and opportunities for improvement. We tailor each session to your goals, using stimuli like prototypes, scenarios, or journey maps to spark insight-rich dialogue. Inclusivity is at the heart of our approach, ensuring diverse perspectives are heard. Findings are synthesised into clear, actionable recommendations that inform design direction and strategic decisions. Focus groups can stand alone or complement broader discovery and usability work.
International research
Our international research service helps you understand user needs, behaviours, and expectations across global markets. We design and deliver culturally sensitive research that respects local contexts while maintaining consistency in insight. Working with trusted in-country partners, we conduct interviews, surveys, usability tests, and ethnographic studies in multiple languages and regions. From uncovering cross-market patterns to identifying local nuances, we provide actionable findings that support inclusive, scalable design. Whether you’re entering new territories or adapting existing services, our approach ensures that user experiences resonate globally—grounded in real, diverse human perspectives. We also manage logistics, translation, and localisation end to end.
Personas
We have extensive experience of creating all kinds of personas, from empathy-based models to behavioural personas that individuals can 'move' between dependent on context. In-depth interviews, workshops, surveys, on-site vox pops, support query analytics and contextual research create clearly defined evidence-based personas that represent service users.
User Journey Mapping
Many people think visually. User journey maps articulate our knowledge and understanding about a service or journey (e.g. applying for a passport) in one place, mapping not only the steps, but the opportunities and pain points. They often build on research, create buy-in, and provide a foundation for roadmaps.
