User research
Every design decision is a guess about your audience until someone asks them. User research gathers what visitors, supporters, members or customers actually think and need, and puts it in front of your team before design starts.
Ask the people who matter
For LDN London, a survey of staff and stakeholders kept returning to three words: simple, easy and clear. People said the old site felt cluttered and awkward on a phone. Those findings became the priorities the new site was designed against.
For Portsmouth North End Cycling Club, a member-wide survey and a committee workshop decided what the new identity had to keep and what needed to change. Members embraced it as soon as it launched.
Methods sized to your budget
Interviews, surveys, workshops and analytics, chosen for the question you need answered.
Your team shapes it
You know your audience better than anyone, so you're involved from the first conversation as the subject matter expert.
How it works
Agree the questions
We decide together what you need to know and which decision the answers will inform.
Choose the methods
Interviews, testing, audits or analytics, picked to fit the question and your budget.
Gather the evidence
We talk to your audience and review what you have, with you involved throughout as the subject matter expert.
Find the patterns
Findings are grouped with the evidence behind each one, so nothing rests on opinion.
Act on it
You get recommendations ranked by effort and return, in a form your team can act on straight away.
Find out what your audience needs
Tell us the decision you're facing and we'll suggest the lightest research that would settle it.
Our 'why' & promise to you
Good design decisions start with knowing the people you’re designing for. Research turns assumptions into evidence.
This work exists to give you evidence you can act on, so the decisions that follow rest on what your audience actually needs.
You’ll get answers before opinions
You will not be handed a design direction first. Every recommendation is earned through what your audience tells us and shows us.
You’ll be in the work as the expert
You know your organisation better than anyone. You are involved from the first conversation, and your knowledge shapes every finding.
You’ll get findings you can use
You will get clear, ranked recommendations with the evidence behind each one, written for the people who will act on them.
You’ll move forward with confidence
You will know what to change, why it matters, and what to do first.
Our full list of Services
Consultancy
& Research
- Competitor research
- Customer journey mapping
- Digital/web strategy
- Usability testing
- User research
- User personas
UI/UX Design
- UI & UX design system
- Information architecture
- Wireframing & prototyping
- User flows & stories
- Conversion rate optimisation
- Accessibility
- Mobile first design
Brand & Design
- Creative direction
- Brand assets creation
- Brand identity system
- Tone of voice
- Brand purpose services
- Brand values
- Print design services
- Design retainers
- Video & motion graphics
- Corporate presentations
- Social asset creation
Questions about user research
What organisations usually ask before they start.
Interviews, surveys, workshops, usability testing and analytics review. The right mix depends on the question you need answered and the budget you have.
Yes, at the right scale. A handful of interviews or a short survey can change the direction of a project, and costs far less than redesigning twice.
The people your brand or website needs to reach, whether that's visitors, supporters, members, customers or staff. You know how to reach them best, so recruitment is planned together.
Findings grouped by theme, the evidence behind each one, and recommendations ranked by effort and return, written for the people who will act on them.
Every finding comes with a recommendation for your brand, content or interface, so the research carries straight into the design decisions that follow.
Still have questions?
Tell us about the decision you're facing and we'll suggest where to start.