Research & customer insights
One-on-one interviews with users or customer facing staff provide deep insights into core needs, motivations and actual behaviours. A great technique for discovering what users actually do (not what they say they do).
Customer journey mapping
Communicating how a user’s relationship with your business is experienced through a customer journey map provides a high level visual narrative set over time and across channels (online and offline).
Using task based directives to learn what works and doesn’t work on your product or service is the fastest way to useful observed data. We will formulate the test plans and put participants through the paces.
Embedding ourselves into a user’s environment to observe them interacting with a site or system provides valuable access to actual user behaviour. Learning their pain points then highlights opportunities for system improvement.
Writing a successful survey is not as simple as launching one but we handle every part of the process and do it better than most.
Your customers may not care about your KPIs, targets or strategic direction but we ensure your business drivers are respected & addressed throughout the project process.
Following from user research, we can produce an extensive user requirements document to help our clients better understand the needs of their user groups.
Our trained quantitative researchers can analyse and deliver insights that make sense of what is happening on your site then deliver these findings to you in an easy to understand format.
Personas are fictional representations of your key user groups who are constructed through research data. They are used to guide design decisions by representing the various needs, goals, and observed behaviour patterns among your customers.
When the perceptions, opinions, beliefs, and attitudes of your customers must be understood you need to get people into a room. Our skilled facilitators capitalise on group dynamics to get the best from individual participants.
By understanding how your competitors are leading or lagging allows us to help your business learn, pivot and adjust to a leading market position.
Observing people in their natural habitat is by far the best way to learn about the context that surrounds their behaviour. Unique insights from this type of research can fast-track solving existing business problems as well as open doors to innovation.
TERN data discovery portal
The Terrestrial Ecosystem Research Network (TERN) Data Delivery portal provides researchers with access to scientific data from multiple facilities and databases across Australia.
TERN were about to launch their data discovery portal and wanted to make sure it was addressing the needs of its users. They wanted to understand what users wanted or needed from a scientific data research portal, and how the data would be used and accessed. They also needed a final prototype that was visually appealing and designed to meet the users needs.
What we did
- User interviews to understand data needs, motivators, environment and existing issues experienced by academic and scientific users
- Collaborative design workshops with academic and research staff, Government stakeholders and members from the scientific research community
- One-on-one usability testing with representative users
- Wireframe design, final quality visual design and front end development of design in CSS and HTML5
A sophisticated search tool was developed from the user requirements and subsequent interaction design that followed. Users have open access to Australia's terrestrial ecosystem datasets searchable in a highly visual manner with controls so granular even non data scientists might drool. The ability to compile a favourites list and keep track of recent searches using local caching meant no annoying profile setups were required to enjoy a very personalised experience.
Griffith University student portal
Griffith University had a clear vision for their new student portal to empower students to explore, connect and succeed. Their previous portal had low satisfaction ratings and required students to navigate to multiple systems. Key university services were underutilised because students weren’t aware of them. Griffith Uni wanted to create a contemporary student portal that was easy to use, personalised and would help students to where they need to be.
What we did
- User research & requirements: focus groups and student survey
- IA design & testing: remote card sorting with students and collaborative IA design
- Co-design sessions with students and university stakeholders to balance student and university business needs
- Usability testing: early testing of the IA and wireframes and final usability testing of the portal prior to launch
Working with our partner, Squiz, and Griffith University, a highly personalised MyGriffith student portal was launched that provides an engaging student experience on desktop, tablets and mobile. The portal is heavily integrated with around 20 different systems and presents the information students want to see all in one portal. Student feedback has been extremely positive since it was launched and the portal has been nominated for an AIMIA AMY Award.
QTAC case study
The Queensland Tertiary Admissions Centre’s (QTAC) role is to coordinate and facilitate the tertiary selection process in Queensland. QTAC processes applications and makes offers for courses on behalf of participating institutions. The majority of this application process is conducted online. Redesigning their website with a focus on the online application process accompanied a digital strategy being developed.
What we did
- Requirements elicitation: including user flow, key business processes and known issues with the current site
- Interaction design & wireframe development: built in response to the business needs of QTAC and our expert designer’s experience
- Usability testing: ‘guerrilla’ usability testing of wireframe prototypes with representative users allowing for iterations in response to testing
- Visual design & front end development: applied ‘look and feel’/visual design to the wireframes and front-end web development
Working in conjunction with the QTAC, we delivered a new user focussed website that answered common questions of prospective applicants and parents. The new site guides applicants through the daunting process of finding and applying for higher education courses. The new streamlined and user friendly online application process is much more intuitive.
Online self service has increased significantly as applicants are answering their own questions via the website and social media channels.
The number of inbound phone calls has dropped significantly, especially during peak times.