Research and discovery provide clarity when things get complicated.

As advocates of design thinking, we use insights from research to reframe the issue at hand. Whether a big hairy problem or a small inkling, we have scalable methods to address it.

Ever think

Where should we start?

Do you question

Why is this happening?

Are you asked

What do our customers want?

Do you wonder

Should we pursue this?

We kickstart learnings by addressing assumptions and aligning everyone to shared knowledge.

Products and services have a lot of moving parts, so we visually map everything that goes into them, finding gaps and pain points along the way. Service journeys provide a more objective view of the process than a user journey.

A user journey map illustrates how the user flows through your product, starting with initial contact or discovery, and continuing through the process of engagement into long-term loyalty and advocacy. This builds empathy for the user and ensures each touchpoint is accounted for.

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Rotoplas, PrescribeFIT

We facilitate custom collaborative workshops for your team to build empathy with your customers, ideate on new ways to tackle a problem, generate renewed passion for your work, or any other objective you can think of.

Then we talk to users to hear firsthand what they experience—validating our assumptions or teaching us something new.

To get a deep understanding of audiences, we conduct one-on-one conversations focused on routines, frustrations, and motivations. Interviews result in a wide array of experiences from which to derive common themes.

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Moving beyond what people say, ethnography immerses researchers in a user’s environment to see what they actually do.

Quantitative surveys are not our primary source of information gathering but we use their vast reach to evaluate preferences, frequency of use, and past behaviors.

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With a group of curated participants, we facilitate a discussion through prompts and collaborative activities. Focus groups typically result in a group consensus or experience.

To make sure your product works as expected, we put it in front of your customers to test it. The earlier an issue is caught, the cheaper it is to fix it and retain your users.

Applying our UX & UI expertise, we pinpoint less-than-perfect areas of a digital product that may be causing headaches for users and suggest the best ways to improve them.

The resulting analysis creates a jumping-off point for future projects or initiatives.

An opportunity report identifies the problem areas in a system, or for particular users, and suggests opportunities for solving them. Opportunities are identified by sorting research into themes and uncovering areas of similarity.

Segmentation outlines the similarities and differences between your audiences. It’s helpful when you’re evolving, introducing new products and services, or want to market specifically to certain sub-groups.

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User stories walk through a user’s objectives, step-by-step–these may be ideal or current-state. You can use them as a reference for new product development or to gain empathy.

A persona embodies your stakeholders. Their likes and dislikes, motivations, and tools—even outside of what’s directly relevant to your business. Personas need love, like any human, and should be evaluated consistently.

Let’s dig in.

From employee retention, to new products, to segmentation, to something entirely different—we’ll work with you to design a custom research plan that creates clarity when you need it most.


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