Services Product design
UX research
Interviews and usability tests that show where people get stuck, so design decisions rest on what they do.
At a glance
- Includes
- User interviews, usability tests, competitor reviews and written findings
- Works with
- Your users, your product and any existing designs
- Delivered as
- A findings report with prioritised recommendations
- Starts with
- A conversation about what you need to learn
Fit
Is this right for you?
Usually the right call when one of these sounds familiar.
Debates settled by opinion
The team disagrees and nobody has evidence.
People drop out of a flow
You can see where, but not why.
A new product with no users yet
You need to know whether the idea fits a real need.
Feedback that does not agree
Customers, sales and support each say something different.
Not the right service? You already know and need screens: UI design. Ready to test an idea before building: Prototyping.
Scope
Scope and what you get
Each piece of work has a matching thing you receive.
- What we do
Research plan
We agree the questions, who to speak to and how we will find them.
What you receiveA clear plan
The questions, methods and participants agreed in writing.
- What we do
User interviews
Conversations with real users about what they do and why.
What you receiveWhat people say and do
Notes and recordings, with your permission, and the themes we found.
- What we do
Usability tests
People attempt real tasks on your product or prototype while we observe.
What you receiveWhere people get stuck
Each problem described, with how often it came up.
- What we do
Findings and recommendations
We write up what we learned and what to change first.
What you receiveA report you can act on
Recommendations ranked by importance, for designers and developers.
Use cases
Relevant use cases
Practical situations where this service is put to work. Open a card to see how it applies.
Checking an idea before design starts
Conversations with the people the product is for, to test whether the idea fits a real need.
- Interviews with likely users
- Findings on needs and habits
- A recommendation on what to design first
Finding why people drop out
Usability tests on a live flow to see where and why people leave.
- Task-based tests with real users
- Problems ranked by impact
- Recommended fixes with the evidence
Comparing with what exists
A review of competing and existing products, to see what people expect.
- Review of comparable products
- Patterns users already know
- Gaps your product could fill
Sample use cases, drafted as placeholders. The Plethora team confirms the final list.
Process
How it works
Each stage is agreed with you as we go. Each shows what we do and what we need from you.
Plan
We doWe agree the questions, the people to speak to and the methods.
You doYou tell us who your users are and help us reach them.
Gather
We doWe run the interviews or tests and take careful notes.
You doYou join sessions if you wish, and answer questions about the product.
Analyse
We doWe group what we heard into themes and rank the problems.
You doYou review early findings and tell us what matters most.
Report
We doWe write up findings and recommendations, and walk through them with your team.
You doYou decide what to act on and tell us what to look at next.
Quality
Quality and handover
How the work is checked, accepted and passed to you.
Real users
We speak to people who match your audience, not to colleagues.
Evidence behind each point
Every recommendation links back to what we saw or heard.
Consent and care
Participants know how their input is used, and recordings are kept with their agreement.
Findings you can use
A written report, plus a walk-through with your team.
Tools
Tools and technology
Tools we use in delivery. We choose them to suit your team, and the list does not imply any partnership. Logos belong to their owners.
- Figma
- Miro
Engagement
Engagement and cost factors
Ways to work with us
A scoped study
A defined set of interviews or tests, with a written report.
Alongside your team
Our researchers join your product team for a period.
Regular research
A rhythm of testing as the product changes.
What shapes scope, timing and cost
- The questions you need answered
- How many participants are needed
- How hard your users are to reach
- Whether tests use a live product or a prototype
- Languages involved
- How much reporting your team needs
Scope and cost are confirmed with you in writing before work starts.
FAQ
Frequently asked questions
It depends on the question and the audience. We propose a number in the plan and explain why.
We can help recruit, and we confirm what is needed in the plan. You can also introduce your own customers.
Yes. Testing a prototype before building is often cheaper than changing the product afterwards.
A written report with prioritised recommendations and a walk-through with your team.
Learn what your users need. Start with a conversation.
Tell us what you want to build and we will come back with next steps.
Talk to usRelated