User research

Everything we do starts with understanding users and their needs.

When teams understand why and how people use the service they’re building, they make better design and development decisions. They create services that are more inclusive, more effective and resilient in the long term. Services that work well for the people who need them.

Our research practice aligns with the GOV.UK Service Manual. It’s built into every stage of the work we do.

Website screenshot with user tracking

Planning research

We start research by defining and prioritising what we need to learn or prove. To get the most reliable outcomes we mix and match the most suitable methods. These vary from interviews and contextual studies to usability testing and bespoke workshops.

Getting you involved

We think it’s important that everyone is involved in user research, that includes developers and project stakeholders. We also encourage clients to be involved in analysis.

Iterating as we go

We continuously review and adjust the way we do research to ensure that we’re always gathering useful findings. We use roadmaps and user stories to continuously review our progress.

Applying our findings

Throughout projects we present what we’ve done, what we’ve learned and what we recommend based on what we’ve found. Depending on the type of research, our outputs can include user journey maps, ideas for further research and assisted digital plans.