Research and Insight
We help you truly understand your users. Through focused research, we uncover the behaviours, motivations, and pain points that sit beneath the surface.
From real-world testing to ethnographic studies and behavioural analysis, we build a clear picture of how people interact with your product or service. These insights shape better design decisions, ensuring every experience is grounded in what users genuinely need.
User Research
Understanding user behaviour takes more than simply speaking to a representative sample. It requires watching what people actually do, not just what they say.
Usability testing helps uncover that difference. By setting tasks and observing real interactions, we gather both qualitative and quantitative insights. This not only reveals pain points and unexpected behaviours but can also provide a useful benchmark for existing experiences.
Crucially, we include people with access needs to ensure the solutions we test are inclusive, usable, and reflective of a diverse range of users.
Surveys
Surveys can do more than collect opinions. When designed well, they uncover the behaviours, attitudes, and unmet needs that sit beneath the surface.
We create accessible, inclusive surveys that reach the right audiences - whether that’s your users, stakeholders, or the wider public. The result is clear, data-driven insight that supports confident, evidence-based decisions throughout your project.
User Interviews
User interviews are one of the most powerful ways to understand what people really think and do. We use a range of techniques to uncover rich, qualitative insights - whether you’re exploring ideas early on or testing something already in play.
Our bespoke approach ensures you get beneath the surface, revealing the motivations, expectations, and behaviours that matter most.
Focus Groups
Our UX focus groups bring real users together to explore their attitudes, experiences, and expectations of your product or service. Led by experienced researchers, each session is carefully designed to encourage open, honest discussion that surfaces pain points, unmet needs, and opportunities to improve.
We tailor every session to your goals, using tools like prototypes, scenarios, or journey maps to prompt deeper insight. Inclusivity sits at the heart of our approach, making sure a wide range of voices are represented and heard.
All findings are distilled into clear, actionable recommendations that shape both design decisions and wider strategy. Focus groups can be used as standalone sessions or as part of broader discovery and usability research.
International research
Understanding your users in global markets takes more than translating content. It requires culturally sensitive research that respects local context while maintaining a consistent approach to insight.
Our international research service helps you uncover user needs, behaviours, and expectations across different regions. Working with trusted local partners, we carry out interviews, surveys, usability testing, and ethnographic studies in multiple languages and settings.
From spotting cross-market trends to identifying region-specific nuances, we provide insights that support inclusive, scalable design. Whether you’re expanding into new territories or refining an existing service, we ensure your user experiences resonate globally, grounded in real, diverse human perspectives.
We also manage logistics, translation, and localisation from start to finish, so nothing gets lost along the way.
Personas
We create personas that go beyond surface-level profiles. From empathy-based models to behaviour-driven frameworks, our personas reflect the real complexity of how people think and act - including how they may shift between behaviours depending on context.
Using in-depth interviews, workshops, surveys, on-site vox pops, support data, and contextual research, we build evidence-based personas that are rooted in reality. Each one helps your team better understand and design for the people using your service.
User Journey Mapping
Many people process information visually, which is why journey maps are such a powerful tool. They bring together everything we know about a service or experience, such as applying for a passport, in one clear and accessible format.
Journey maps show more than just the steps. They highlight pain points, unmet needs, and areas of opportunity. Often based on user research, they help build alignment across teams and provide a solid foundation for planning, prioritisation, and decision making.
