User Research
With deep insights into how users, members, customers, and subscribers experience your product or service, you can attract, engage, and delight audiences. Deeply understand the experience people have as they discover, research and use your offering.
Asking the right questions
Experience research depends on asking the right questions in the right ways. The answers we find from this research focuses attention on what really matters in the experience you create.
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User Research3 - 8 weeks
Deeply understand your users' needs and goals and create a user-driven foundation for optimizing their experience.
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Service Research4 - 8 weeks
Gain insight into the service experience that people have with you through both qualitative and quantitative research.
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Customer Research3 - 5 weeks
Become certain about what your customers experience, expect, and think – then apply this insight to create great customer experiences.
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Focus Groups2 - 6 weeks
Learn about the emotions that drive a person’s decisions, and discover what’s needed to capture interest and increase engagement.
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Survey Research3 - 6 weeks
Gain measurable insight through quantitative data on the opinions, beliefs, and attitudes that affect an audience’s behaviours.
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Research Sprints1 - 2 weeks
Begin to learn what is inside the mind of a user as they interact with your brand, product, or service.
Questions answered
Listening to what people have to say about an experience is important – but it’s just as important to observe their actual behaviour. This observational research uncovers genuine needs and preferences.
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Customer Journey Mapping3 - 7 weeks
Visually understand a customer’s journey and pathways as they interact with your brand and form impressions during the onboarding process.
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Ethnographic Field Research2 - 6 weeks
Observe how an audience really experiences within the context of their environment.
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Web Personas2 - 6 weeks
Virtually meet your website’s users, and keep them top-of-mind as you plan and design websites, intranets, and enterprise portals.
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Card Sorting2 - 4 weeks
Structure the content in your intranet, website, or web portal based on the concrete perspectives and expectations of its users.
Clients we've helped with Experience Research
ARM
Blackberry
BT
Clear-Com
EE
Fido
Gamma
Koodo
Ooredoo
Rogers
Saudi Telecom
Telecom Italia Group
Telus
Finance & InsuranceAviva
Blueshore Financial
CIBC
Credit Suisse
Cybersource - VISA
Insurance Institute of Canada
Interac
Lending Stream
Nester
RBC
Riyad Bank
Royal Bank of Scotland
Worldbank
Government & Public ServiceCity of Edmonton
Dwr Cymru - Welsh Water
Government of Canada
HM Revenue & Customs
University of Toronto
The Cabinet Office
HealthcareAstra Zeneca
Ecobee
Eliza
GSK
Health Canada
Humanware
MedAvail
MyMeds&Me
NHS
Nuance
Ontario Medical Association
Roche
Siemens
XSensor
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