User Research & Customer Insights
Most research ends up in a deck that no one opens. Ours is built to be used from the moment it lands. We work with organisations in London and Milan to understand what customers actually do, think, and need. So you can build things that work.
What good user research actually looks like
The problem with most research is not the data. It is what happens after the fieldwork ends. Reports get written for sign-off, not for action. Findings get buried in appendices. The people who need to change something never see the sessions, never hear the customer's voice, and end up treating conclusions as abstract recommendations from a consultant they barely met. Three months later, the product launches with the same problems the research identified.
We design research projects so the outputs are usable from day one. That means involving your team in synthesis, not just handing over a slide deck. It means writing reports that lead with insight, not methodology. And it means running a handover workshop where findings become decisions, not action items that age in a backlog. We have spent 18 years in organisations large and small, and we know the difference between research that changes a product and research that fulfils a procurement requirement.
How we work
Discovery
We align on your research questions, define success, and agree on the right methods. No boilerplate briefs. We start from what you actually need to know.
Fieldwork
Depth interviews, contextual observation, usability sessions, or diary studies. We choose the method that fits the question, not the one that's easiest to schedule.
Synthesis
We analyse patterns across participants and translate raw data into clear findings. Everything gets structured around what it means for your product or service, not just what we observed.
Handover
You get a report built for action, not for filing. We run a recommendations workshop with your team so the findings land with the people who can do something about them.
What you get
- Research report with clear findings and prioritised recommendations
- Customer journey maps showing the actual experience, not the intended one
- User personas grounded in real behaviour and motivation
- Opportunity map highlighting gaps and unmet needs
- Recommendations workshop with your team
Common questions
Most projects run between four and eight weeks, depending on the number of research participants, methods used, and how much synthesis and reporting is required. We scope each project individually. Contact us and we will give you a realistic timeline for your specific question.
We handle participant recruitment end to end. That includes screening, scheduling, incentives, and consent. If you already have a panel or customer list you would like us to draw from, we can work with that too.
We have worked across retail, financial services, healthcare, technology and the public sector. Good user research practice is consistent across industries. What changes is the context, the regulatory constraints, and the type of participant. We adapt accordingly.
Surveys tell you what. Research tells you why. A survey can confirm that a behaviour exists; it cannot explain the reasoning behind it, the emotion attached to it, or the workarounds your customers have invented. We use depth interviews, observation, and contextual inquiry to get to the layer that surveys cannot reach.
Our fees are typically 30% more affordable than traditional consultancies, because we carry no unnecessary overhead. Every engagement is scoped individually. Contact us with your brief and we will come back with a clear, itemised quote.
Ready to understand your customers?
Tell us about your research question and we will scope a project that gives you real answers.
We reply within one working day.
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