Discover, Define, Deliver

You can’t rely on site analytics, Net Promoter Scores (NPS), contact centre call recordings or customer feedback forms to know what your customers really value and need. It’s just not that easy. Understanding what you need to know and how to find it out is not easy either.

I am here to help you and your product teams sharpen those skills, and unlock insights to help you discover, define and deliver solutions your customers love.

My services support product teams to super-charge their product discovery and drive development of products that deliver value to customers, including:

  • Helping identify tactical and strategic research goals

  • Aligning research planning and resources accordingly

  • Designing research studies

  • Running research studies or supporting internal teams running user research

  • Supporting setting up an in-house research practice

  • Training and mentoring of staff

You can choose to work with me on a single project basis, or as a strategic partner.

You’ll find a detailed overview of the type of research services that I offer below.

SERVICES

Make evidence-based decisions

Discover

Generative research to discover markets, unveil unmet needs, and generate empathy with your audience and customers.

  • Explore the problem space, uncover user needs and identify opportunities.

  • It’s all starts with customer needs. So I’ll focus on discovering the needs, motivations and environmental influences of your key audiences through interviews, surveys and diary studies.

  • In-depth research through interviews, surveys and diary studies supports production persona profiles and customer journeys relating to your customer base.

Define

Evaluative research to help test and define your market proposition to your customers.

  • Get ongoing insight into how users interact with your product or service. Where are users dropping off? Identify opportunities to improve the user experience and drive conversions

  • I will help you select the right data points to measure, compare, and track the performance of your product’s user experience over time.

  • Track the ongoing measurement of your brand-building efforts against key metrics, such as brand awareness and perception

Deliver

Evaluative and strategic research to shape, test and optimise product design and content.

  • Research support for the process of designing, launching, and delivering your product or services to a target market. This support can provided over a number of design sprints (and costed per sprint)

  • Evaluation of the potential success of a new product or service before it's built. I will use research methods like user testing, A/B testing and surveys to assess whether concept meets the needs of users.

  • Evaluation of your product or service by testing it with a representative sample of users. The purpose is to ensure tasks can be completed with ease and without confusion. At the end of the study, you’ll get clear recommendations on what to improve.