Design

Researching and designing to meet the ultimate goal

User research

User research helps you to learn about the people who use your services. Find out what problems you are trying to solve, what to build, and if it will actually work for real people.

Planning and conducting user research is one of the first things we should do in design, and should be revisited after every sprint in delivery, as well as after go-live.

User research means you can:

  • save time by only building the things users need
  • reduce risk by learning quickly whether the things you are building work well for users
  • respond to changing user behaviour and feedback to continuously improve the service

Sometimes our customers opt to do the research themselves, to bring down costs.

 Research methods

Pick and mix the methods below to find the data that best highlights user needs. This will help you design the right thing.

Benchmarking data

Benchmarking data

Customer surveys

Customer surveys

Diary studies

Diary studies

Heat maps

Heat maps

Identifying priorities

Identifying priorities

Journey mapping

Journey mapping

Shadowing

Shadowing

Site visits

Site visits

Interviews

Interviews

Validate a concept

Validate a concept

The ideas lab

Pick and mix the methods below to explore problems and test potential solutions. Always test assumptions.

Create a concept

Create a concept

How might we…?

How might we…?

Idea workshop (6-8-5)

Idea workshop (6-8-5)

Journey mapping

Journey mapping

Lego!

Lego!

Prototype

Prototype

Scenarios and storyboarding

Scenarios and storyboarding

Share observations

Share observations

User stories

User stories

Validate a concept

Validate a concept

Design sign-off

At the end of the design stage, we present our research findings to the product owner. This includes a service blueprint, mock ups or wireframes, and a list of features to make up a minimum viable product (MVP).

Before the build begins, the product owner prioritses the user stories and signs off the acceptance criteria for each one. This will become known as the backlog, and will be worked through task by task, during delivery.

Service blueprint

A service blueprint is a flowchart of the front end user journey integrated with the back end business process.

Wireframe mock up

A wireframe is a rough illustration of what the user will see when they use the service.

Feature list

The new service is presented as a list of high level features for the product owner to prioritise and sign off.