Customer interviews
Open conversations that uncover goals, workarounds and frustrations in your customers' own words.
User research and UX research · Australia
User research that shows you what your customers really need
We talk to your customers, watch how they work and test your ideas with real people, so you build the right thing the first time.
Interviews and usability testingRemote or in personFindings in weeks
5–6 peopleper group usually reveal the biggest problems
2–4 weeksfrom research plan to findings you can act on
Remote or on siteinterviews and testing wherever your customers are
Anonymisedparticipant details are never shown in our reports
Our process
How we run user research
Five clear steps, from the first question to decisions your team can act on.
Week 1
Frame the questions
We agree the decisions the research needs to inform, what we need to learn and who we need to hear from.
Research plan and discussion guideWeek 1–2
Recruit the right people
We find and screen participants through Askable or your own customer lists, and handle consent and incentives.
Screened participant scheduleWeek 2–3
Listen and observe
One-on-one interviews, group sessions, on-site observation and usability tests, run remotely or in person.
Recorded, transcribed sessionsWeek 3–4
Make sense of it
Every session is tagged in Dovetail, then we map patterns together in Miro to find what matters most.
Themes, insights and evidenceWeek 4
Share and act
A playback with your team, then personas, journey maps and recommendations ranked by value and effort.
Findings report and prioritiesMethods
User research methods we use
We choose the mix that answers your questions fastest, from open conversations to focused usability tests.
Contextual inquiry
Watching people use your product or service where they actually work, to see what they don't think to mention.
Usability testing
Real people try your app, website or prototype while we note exactly where they get stuck.
Surveys
Quick quantitative checks to size a problem or confirm what interviews revealed.
Card sorting and tree testing
Test how people group and find information before you settle on menus and page structure.
Stakeholder workshops
Bring your team together to align on goals, assumptions and what success looks like.
Tools
Tools we use for user research
Proven research platforms that make recruiting faster, analysis rigorous and findings easy to share.
Askable
Participant recruitmentRecruit and screen the right Australian participants quickly, and run remote interviews and unmoderated tests.
Miro
Workshops and synthesisRun collaborative workshops, affinity mapping, journey maps and service blueprints with your team in real time.
Dovetail
Research repositoryTranscribe, tag and store every session, then turn patterns into insights your team can search and share.
We also use Microsoft Teams and Zoom for remote sessions, and Figma for testing prototypes.
Research in action
Understanding digital tools in Victorian schools
For a state education program, we interviewed principals, teachers and business managers across government schools to understand how digital tools support teaching, student management and school operations.
- One-on-one interviews and group sessions with school staff
- Affinity mapping of pain points and opportunities
- Personas for teachers, leaders and administrators
- A data-backed report to guide investment decisions
What you get
Clear outputs your team can use
Research plan
Personas
Customer journey maps
Insights report
Prioritised recommendations
Opportunity backlog
Frequently asked questions
What is user research?
User research, also called UX research, is the study of how people use and experience a product or service. We use interviews, observation and usability testing to learn what your customers need and where they struggle.
How many people do you need to interview?
For most projects, five or six well-chosen people per customer group reveal the majority of important issues. We may include more groups if you serve very different customers.
Which tools do you use for user research?
We recruit participants with Askable, run workshops and affinity mapping in Miro, and store, tag and analyse sessions in Dovetail. Remote sessions run on Microsoft Teams or Zoom, and prototypes are tested in Figma.
What do I get at the end of the research?
A short, readable report with key findings and evidence, personas, customer journey maps and a prioritised list of recommendations, presented to your team in a playback session.
Can you test my existing app or website?
Yes. We run usability testing on your current product and show you exactly where customers get stuck, with clips and quotes to back it up.
How do you protect participants' privacy?
Participants give informed consent, recordings are stored securely, and names and personal details are removed from everything we share.
More services
Find out what your customers really need
A free 30-minute call, then a research plan and fixed price. Based in Melbourne, working with businesses across Australia.