User Research

Start by understanding the problem, not the solution.

When done right, user research delivers more than insight—it drives results. Businesses that embed user research into product development grow twice as fast as those that don’t - McKinsey

We use rigorous, unbiased research techniques to uncover needs, expectations and behaviours. That insight becomes the foundation for more effective digital products, smarter decisions and measurable outcomes.

Service details

What we deliver

  • User interviews with key audience segments

  • Competitor and market analysis

  • Social listening and customer feedback reviews

  • Actionable insights to guide design and development

You gain clarity, confidence and evidence to support the direction you take next.

Why it matters

Without deep understanding, innovation is guesswork. Our human-centred research helps you:

  • Create more resonant products

  • De-risk investments

  • Align teams and stakeholders around the user

  • Deliver value that improves lives

"You can’t innovate on products without understanding people."

— *Don Norman, author of The Design of Everyday Things

How we help

Whether you're innovating or optimising, we help you:

  • Understand user needs, behaviours and expectations

  • Map insights to your current product or service

  • Translate findings into practical recommendations

  • Increase adoption and satisfaction

  • Reduce decision risk and gain team alignment

Testimonial

"When we first discussed doing this project, I never imagined something as detailed and insightful as this."

— Hans-Peter, Head of Aftersales and Support, TAG Heuer

What to expect

  • Benchmark against competitors and review cross-industry trends to surface opportunity and differentiation.

  • Extract key themes and pain points from existing sources to highlight what matters most.

  • Analyse digital conversations to identify sentiment, gaps and emerging needs.

  • One-to-one conversations using qualitative and quantitative techniques to dig into motivations and barriers.

  • Synthesised and validated audience profiles tailored to your business and context.

  • Visualise the user journey, surfacing friction points and unmet needs.

  • Gather early feedback on propositions before investing in development.

  • A full synthesis of findings with clear next steps for design and development teams.

What next?

Free assessment - 1 hour

Complete our free CX maturity assessment (10 minutes) and a 1 hour consultation to determine where you are and what you need to focus on.

User Research - 1-2 weeks

Share your customer data and insights, then let us get into the weeds of what your customer experience is really like. Get a high level report with actionable insights.

Experience Mapping - 2-4 weeks

We’ll map your current customer experience and run a co-creation workshop to explore key challenges and opportunities. From there, we’ll define a future state and strategic roadmap to test and learn from.