User Research

Real users, real insights

Engaging in meaningful dialogue with your audience yields valuable information about their needs and pain points. These insights guide decisions on product features and priorities, ultimately ensuring an exceptional user experience.

“Government service delivery should be driven by the voice of the customer.”

2021 Federal Executive Order on Customer Experience and Service Delivery

Know your customer

Improve your product

Understanding your customer’s needs and pain points gives you the data you need to design better products and services.

Gather unbiased feedback

User researchers provide a space for honest dialogue and analyze data from an unbiased, external perspective.

Gain actionable insights

Identifying patterns and trends can provide useful data for product planning and strategy.

Lower barriers to entry

By prioritizing accessibility you enable your audience to fully engage, driving greater impact and success.

Build trust

Research-driven design demonstrates your desire to meet the needs of your audience, fostering trust and loyalty.

Validate internal assumptions

Check your internal assumptions and stakeholder priorities against real user feedback to determine priorities and strategy.

Optimize user experience

Insights into user behavior enables the design of intuitive interfaces tailored to your audience’s needs.

Reduce risk

Conducting user research minimizes the risk of developing products or features that fail to resonate with your audience.

Identify opportunities

Research helps to surface gaps or opportunities that can shape the future of your product or service.


Useful research begins with clearly defined objectives and selecting the right methods.

User research and testing

Qualitative and quantitative data gathering

Participant recruitment and coordination

Focus groups

1:1 sessions

A/B Testing

User/customer insights gathering and analysis

User/customer journey mapping

Audience persona development

Prototypes and usability testing

Research synthesis and reporting

Assistive technology testing

On Data Ethics

  1. We believe in creating a safe and inclusive session space for all people.
  2. We believe qualitative data is a valuable personal resource, so we always compensate our participants for their time and insights.
  3. We make no assumptions about a person’s social, economic, or psychological history.
  4. We always ask for preferred names and pronouns and utilize they/them by default.
  5. We respect every session’s start and end times.
  6. We practice active listening– a technique for asking thoughtful follow-up questions and guiding the conversation from a position of deep and genuine interest- leading to higher-quality data and insights.