Evaluating the experience of buying Heat as a Service is one of the longest and most important projects on which we’ve been engaged. Read how consumers got on with buying heating in units of Warm Hours rather than kWhs.
Usability testing of this travel portal website by having participants who were already in the market to book a holiday go through the full journey uncovered key misconceptions about how the site worked that led to a major redesign.
Depth interviews with teenagers and participatory design sessions with parents gave us the insights to help TalkTalk create a simple and compelling service that helped distinguish its brand in the undifferentiated ISP market.
Observing out-of-box set up in 20 customers’ homes revealed problems with the set-up experience that led to a redesign of the support CD, user guide and even the router configuration, resulting in dramatic reductions in propensity to call (PTC).
3’s new app allows customers to make and receive calls to their mobile number even when there’s no mobile coverage. Usability and communications testing helped ensure that the app was easy to use and customers would grasp this concept.
Product trials across multiple countries involving in-home interviews, online diaries, focus groups and video blogs helped Sony rethink the user experience of their mobile handsets, to recapture a leading position in a competitive mobile market.
OD2, founded by Peter Gabriel, wished to launch a CD labelling tool in partnership with Hewlett Packard. Ethnographic research into how people created labels for their music CDs uncovered three key opportunity areas for the tool to support.
Contextual interviews with staff in sorting offices helped identify key requirements for ergonomic routing labels that would simplify sorting and reduce errors. Usability testing of a concept design then led to a redesign.
Ethnographic observation of people playing Xbox in their own homes uncovered confusion around the TrueSkill rating and ranking system that led to recommendations around changing the graphical interface.
Before Metro newspaper launched its mobile and music services we had readers try out Beta versions of the services over a five-day period while reporting through a daily online diary. The findings informed some important changes that were made before launch
In-home, depth interviews with 12 young people revealed that they were interested in volunteering opportunities that matched their interests and aims. The research uncovered the volunteering journey and highlighted a strategic role for the site within this context.
In-depth interviews with students and A-level school students revealed the key stages of the decision process that prospect students go through when choosing and applying to a university-sector art school. The insights supported a redesign of the website aimed at converting interest into applications.
Ethnographic research involving in-home observations and interviews, and an ergonomics analysis, followed by ideation sessions with the client, revealed opportunities for innovation in the ironing market to make ironing more convenient, and offer benefits of greater sustainability.
Eight avid Fantasy Football players were recruited to play against each other within a ‘mini league’, during the World Cup allowing us to identify a range of improvements that could be implemented for the Premier League season.
Depth interviews, online diaries, focus groups and video blogs enabled us to model the app shopping experience and create personas. Working with an artist we created posters that helped the Vodafone design team understand their users.