We focus our research methods into understanding what's happening right now with your product, service or users so you can drive decisions for future users.
When we reach the refine stage, don’t just get over excited and release a full blown product/service into the world.
Example: We believe that tailoring our service error pages to include our contact centre information will support the user through the full end to end journey
There has already been a qualitative study which identified that users needed support at multiple points throughout the journey. This included the need for specific errors that meant users could not continue on their digital journey.
We don’t want the user to just leave the journey if they have the ability to continue via an alternative platform.
1.Identity which user groups it will contact and what hypothesis we want to test:
2. Then decide qualitative stats we want to track this hypothesis against. Not sure what to track, start by listing out the different touch points you have with users
3. Decide what you need to measure as part of your hypothesis. It needs to be a tangible and specific goal “Increase by 5%”
4.Tracked in a hypothesis “ticket“ then when we feel we have enough evidence to provide reasoning for a decision
Identify patterns in content by testing it within a survey format. A manual heat map for challenging decision points for your users.
Understand how users group and expect to view the information on your website. No one wants to go digging around for a sign up form.
3.Ten second testing
Users only need a few seconds to make their first decisions about your service or product. Test to see if your touchpoints meet your user goals.
Figure out what goals and processes users have in place. Identify the journeys most taken by users and what impacts their experience.
Research is cyclical, the world and our users need change. Esure that you have reliable tracking of your services. Regularly observing and prioritisng research is the optimal way to be prepared for unknowns.