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Site visits

A guided tour of the environment your service will interact with, will often show you much of what users forget to mention. Is wifi available? Do people on site wear gloves? What is the common language used here? Things that are more unconscious and obvious to users,...

Shadowing

This could mean watching someone use a digital service, while we take notes. Look for anything they struggle with and ask what it is they’re trying to do. Often, doing this individually with different users will flag up common problems that people would usually...