Research and UX

User experience design is the process of enhancing user satisfaction. User experience (UX) covers all the interactions someone has with your organisation. These include interactions with your website, your social media as well as over the telephone, by email and face-to-face. The sum total of all these interactions over time is what we call their ‘user experience’.

When designing a website, we always like to start by learning about your organisation and the people who interact with you and your website. We gather all the information we can because if you we don’t understand who they are or what they need from your website, we can’t build the right thing. Depending on the scale of your project, there are several ways we may do this.


Customer interviews

We may hold one-to-one customer interviews to get first-hand accounts of your users' needs, opinions, attitudes and perceptions, and to identify any problems or pain points they experience. Unlike focus groups, one-to-one interviews are more in-depth and avoid the group dynamic that can inhibit candid feedback.

These interviews are best conducted in person so we can see the nuances of personal expression and body language, but we can also conduct these remotely over the phone.


Stakeholder interviews

At the start of a project, we may interview your key stakeholders to discuss their roles, responsibilities, and expectations of the project. The findings from these interviews are captured and shared with the project team.



For larger projects, we may also use workshops. These can take place throughout the project, but are particularly important during the research phase. They are principally used to generate ideas, gather knowledge, and prioritise requirements. These can be conducted with stakeholders and/or customers together.


Understanding user needs

People use websites to help them get something done (for example, to check event dates, to purchase something or to download a document). Services designed around users and their needs:

  • are more likely to be used

  • help more people get the right outcome for them - and so achieve their policy intent

  • cost less to operate by reducing time and money spent on resolving problems