User research methods
To build a service that works, you need to understand users from their point of view. This avoids designing based on assumptions that are biased by your own perspectives.
Conduct user research with a wide range of people to get a clear picture of what they're trying to do when they use your service.
Explore the below user research methods to know when and how to research.
Understanding user needs
Know what your users need and want from your product or service
eastConducting user interviews
Learn how to gather actionable insights from your audience
eastEmpathy mapping
Gain deeper understanding of your user
eastPersona creation
Articulate who the customer is, how the problem effects them and their needs.
eastCustomer journey mapping
Visualise when, how and why a user interacts with your system and product
eastAnalysing insights
Organise your findings to elicit clear and actionable insights
eastSharing your findings
Showcase your findings to the product team
eastUsability testing
Test the functionality of your service
eastDiscovery phase research
During discovery you should start to map the broader service landscape, research the real needs and problems faced by your users, and understand the policy intent and technology constraints.
eastAlpha phase research
Alpha is an experimental phase. It's an opportunity to check if you are building the right thing, before you go ahead and start building a working service.
eastBeta phase research
The aim of user research in the Beta phase is to test the service with likely users to make sure it meets their needs and to understand and resolve usability issues.
eastGo-live phase research
The aim of user research in the live phase is to assess people's experience of using your service, understand their evolving user needs and test new features, changes or improvements.
eastRecruiting users
Making sure you are inclusive in your recruitment process will help your team develop better products, systems, and experiences.
eastEthical user research
‘Ethical conduct’ is more than doing the right thing. It is acting in the right spirit, out of respect and concern for others.
eastPaying users
We recommend paying research participants for their time, experience, and insights they provide to help design and create NSW products and services.
eastIdentify your users
Include current and prospective users. Use existing research to know their needs.
eastPlan your user research approach
Plan to gather evidence. Decide how you will analyse and use your insights.
eastBe ethical with user research
Includes getting user consent, ensuring privacy and keeping information secure.
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