Customer research

Customer
interviews
Jobs-to-be-done style customer interviews are used to determine the jobs customers want to hire your product for.
  • We'll recruit customers who've recently hired your product or a competing product.
  • We'll find out reasons they chose the product they hired.
  • We'll map out the customer journey and identify opportunities for improvement.
Evaluations &
analyses
Heuristic evaluations, data analyses, and environmental scans help us understand what customers want from your product.
  • We can identify familiar design patterns as well as emerging trends.
  • We can determine your users behaviour and opportunities for optimization.
  • We can tell you how to improve your user experience and accessibility standards.
Testing &
experimentation
Usability testing and other kinds of experimentation help us understand how to optimize your product.
  • We are experts at lab-quality and remote usability testing.
  • We can complete testing and develop recommendations in 2-weeks.
  • We can help plan and implement multivariate and A/B tests.
Like you, these clients were either unsure about their customer needs or unsure their product could effectively meet their customer needs.
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Cancer Care Ontario
Wanted to test the usability of a new pathway map tool with 15 health care providers.
Timeline: 2-weeks
Deliverable: 3-day usability testing, 32-page report, prioritized recommendations, low-fi prototype, 2hr presentation
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Amazon
Needed to understand how grocery shoppers used the deli counter & butcher.
Timeline: 3-weeks
Deliverable: 7-day ethnographic study, 44-page report, service design blueprint, low-fi prototype, 4hr workshop
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Penn State University
Needed to test the usability of a new student portal and mobile application.
Timeline: 2-weeks
Deliverable: 3-day RITE usability testing, 57-page report, low-fi prototype, evolution video, environmental scan
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Wieden + Kennedy
Needed a usability testing partner on several projects throughout the agency network.
Timeline: 2-weeks
Deliverable: Findings and recommendations presented internally, contributed to final client presentations.

Our trade-model keeps our team small with one master product researcher and three apprentices.
We can conduct research quicker than most shops because our whole team is dedicated to a single project at a time. We can do evaluations in as little as a week. We can do interviews and testing in as little as two weeks.

Our trade-model keeps our team small with one master product researcher and three apprentices.
We can conduct research quicker than most shops because our whole team is dedicated to a single project at a time. We can do evaluations in as little as a week. We can do interviews and testing in as little as two weeks.

Ready to get started?

Tell us a little bit about your project and objectives. We'll give you a detailed proposal for free, with no commitment. We'll tell you the next time-slot we have available and you can choose to use it or engage us anytime down the road.

Email me directly