REO Digital.

Problem

Clients approach REO Digital with a need to better understand and serve their end users.

I provide services as a senior UX researchers, engaging with clients, understanding their objectives and designing suitable studies within the parameters of time and budget. I then organise recruitment, execute, report findings and work with the wider team to provide design solutions for potential testing.

Strategy

Projects vary in terms of timeframe and budget but generally I look to provide at least 6-10 qualitative research sessions with target customers, across desktop and mobile browsers.

A third party tool such as Usertesting.com is used to facilitate the sessions with reports being presented to the client with the aid of video clips.

Clients

Below are just some of the clients I have provided user research services for on behalf of REO Digital

Discussion Guide

Projects begin with liaison with the client to understand the business objectives, explore any previous research and known customer pain-points. Scope for the project and objectives for the research are defined at this point.

The main deliverable prior to research is a discussion guide, highlighting objectives and providing a high level flow for the interviews, shared amongst stakeholders for review. I use the guide as a checklist of areas to cover rather than a formal script, allowing the conversation to proceed naturally, exploring areas of interest and steering away from irrelevant areas.

Userzoom provides transcript and notes functionality within video playback interface

Facilitation

I utilise tools such as Userzoom to support the qualitative interview process, enabling 60 minute calls to be handled within an interface with video interaction, screen sharing and transcripts managed by the application.

Reporting

I'm looking primarily for repeated insights amongst participants to suggest a likely problem amongst the general user population. However, I'll also record and consider outliers that might only be brought up by one or two participants.

I want to provide actionable insights as part of reporting and presentation and so supporting quotes and video snippets are important to give context. I'm careful to ensure I'm only theorising as to why problems might be occurring and all suggested changes are intended to be tested.

Ideation

Outputs differ based on client but could be UX improvements with research justification or A/B testing ideas for increasing engagement and/or conversion.

My general approach is to present findings to the client, utilising video clips that support important insights and presenting recommendations and next steps for their implementation.