Investigate. We carry out research to understand your customer needs

We deliver customer experience strategies that are user-centred and achieve on your business goals

  • We’ll get truly inside the minds of your customers

  • We’ll use research to guide all decision-making

  • We’ll identify pain points and new opportunities for you

  • We integrate research throughout our design work

How we investigate

Before we get started with designing, we'll usually conduct user research. This helps us truly get inside your customers' minds and understand their needs, goals, behaviour and pain points.?

We'll use this insight to guide all of our strategy and design decisions (along with your business goals).?We also do a lot of research during design, making sure our proposed designs will work really well for users.?

Typical activities might include:

  1. In-depth user research
    We work collaboratively with you to deliver insightful, qualitative and quantitative research into your target customers.?Our approach is completely bespoke so we'll create a research plan that fits your aspirations and available resources.

  2. Usability testing
    Using our purpose-built usability labs in London, or anywhere else across the UK and the world, we'll conduct usability tests to gather as much insight as possible. We encourage you to come and watch!

  3. Web analytics review
    We'll review any existing analytics data for your website or digital products so we can better understand existing performance, as well as identify potential pain points

We invited Webcredible to work with us on an ongoing basis to ensure that user experience was designed in from the start. Their enthusiastic input has produced some great results.

Stewart Longhurst

Global Head of Digital Operations, Dulux

Investigate: What you'll get

We conduct research to:

  • Understand your customers, their needs, goals, behaviours and expectations
  • Identify opportunities by discovering trends across markets and customer types
  • Work collaboratively with you to build a vision, objectives & action plan for your customer experience
  • Create personas & customer journey maps to use in strategy, design and long-term decision making

We've run research with 10,000+ participants since 2003 and conduct user research sessions every working day of the year.

Like what you see?

How exciting, let's get started

Our end-to-end UX process

  • Cultivate

    We transform businesses to embed innovation and customer-centred thinking

  • Investigate

    We carry out research to understand your customer needs

    You are here

  • Innovate

    We disrupt industries with new digital products and ways of working

  • Accelerate

    We design to re-imagine and optimise digital (& non-digital) experiences

Tools we use to investigate

We carry out research to understand your customer needs

  • Usability testing

    One-to-one research to understand how end users actually interact with your digital touchpoints

  • Google Analytics & data analysis

    Insight to highlight how users are interacting with your website and digital touchpoints

  • Market & competitor research

    Research and analysis into the external factors that affect your organisation

  • In-depth interviews

    One-to-one discussions to get truly inside your customers' minds

  • Diary studies

    Detailed insights into real-time behaviour and feelings, recorded as they occur

  • Focus group research

    Facilitated group sessions to understand your customers' thoughts and behaviours

  • Guerrilla research

    Faster, cheaper and less formal research with customers wherever they might be

  • Card sorting

    Research method to organise the content and navigation of digital touchpoints

  • Ethnography

    Shadowing your audiences in their natural environment to gain in-context insights

  • Personas

    Fictional characters typical of your target audiences and based on research findings

Are we right for each other?

  • We'll set you up for a digital world We innovate, do training, change cultures, and design products and services to transform business performance

  • We spend a lot of time with your customers We use insight to drive all decision-making, helping you build deep and meaningful customer relationships

  • Collaboration is in our DNA We’ll take you on the journey with us, collaborating throughout to gain the highest levels of stakeholder buy-in

  • We'll get you from A-B, fast Our heritage as a UX agency enables us to work in an agile way, facilitating rapid innovation and problem solving

  • We really know what we’re doing We've been doing experience design, UX, service design and digital transformation for ages, before they became buzz words

Don't take our word for it, see how we investigate in action

  • SSE

    User experience partnership shapes rapid digital transformation

  • Dulux

    Multi-award winning augmented reality app helps sales increase by 65%

  • Public Health England

    Service design to integrate health apps into the NHS, changing how care is delivered nationwide


    Ongoing program of research to help users more easily plan holidays

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