User research

Research that changes what gets built.

Plenty of research ends as a report nobody reads. The findings were real, but they never reached the backlog.

We run research to make decisions: who the service is for, what they are trying to do and where it lets them down. Then we tie each finding to the features it affects, so it shapes the build rather than sitting beside it.

From a round of testing to a full discovery · Decisions made on evidence

Discuss your research See our work

Close view of a strategist sketching on a whiteboard beside a colleague reviewing work on a monitor

What we do

Methods that fit the question

One-on-one interviews with the people who use the service and the people who run it, and workshops that get the whole picture into one room.

How it runs

From a question to a decision

Frame the question
What you need to decide, and what you would need to learn to decide it.
Recruit
The right participants, including the hard-to-reach ones, with consent and privacy handled properly.
Run the research
Interviews, workshops, testing or surveys, with your team invited to watch.
Synthesise
Findings, not transcripts: what we learned, how sure we are, and what it means.
Put it to work
Each finding linked to the decisions and features it affects, and a recommendation on what to do next.

Research we have run

Evidence that changed the work

Fair Work Commission

Research with every audience, then a faster site

More than 19 hours of stakeholder interviews and research with each audience shaped the new fwc.gov.au.

Time on key tasks improved by 79% for employees and by 40% for small business owners.

LiveTiles

Users across three regions, one product strategy

Interviews, surveys, usability testing and competitive analysis with participants from Asia-Pacific, the US and Europe found the opportunity areas for the Reach product.

The product strategy that followed was tested with real users every sprint.

National Film and Sound Archive

Over 30 hours of one-on-one interviews and workshops that produced more than 1,000 Post-it notes.

DITRDCA

Workshops with 46 stakeholders across 14 business divisions before two intranets became one.

ACMA

A task-first redesign of the intranet, The Hub, tested with more than seventy staff.

Geoscience Australia

A human-centred design capability uplift, with a playbook for the agency's own teams.

Explore our work