Domestic abuse causes often irreversible and life-long mental, psychological, and...
In 2021, the client had identified the need for a broader understanding of their UK-based market, with a focus on their current and prospective customer needs and behaviours.
Ensuring that the brand kept pace with challengers in a highly competitive market was never as important. Engaging with users globally was key to keep their tools front of mind.
Our first programme of work was conducted in two parts: discovery and usability.
From our research, we delivered key insights to help the brand understand their market and potential users better, mapping actionable recommendations to these insights to ensure that the desired experience matches UK buyers’ expectations.
We also delivered a list of usability issues ranked by severity, along with recommendations for each issue, and provided opportunities for further research based on the pain points we uncovered in the buying journey.
This initial work provided the foundation for an overhaul of the UX and overarching customer experience across the client’s digital tools and online platform, increasing engagement, wider usage and new subscriptions.
Domestic abuse causes often irreversible and life-long mental, psychological, and...
A major UK rail operator asked us to investigate the...
A major UK rail operator asked us to investigate the...
We worked with a major European Transport Operator to understand...
A user experience project on a global scale, providing actionable...
We conducted a user research programme to drive both business...
As leading experts in user research, we were asked by...
We were asked by Scottish & Southern Electricity Networks (SSEN)...
Our research for a global marketplace provider drove their improved...
An international telecoms provider wanted to gather user feedback on...
A leading social media company formed a new team within...
The airport authorities wanted to understand their customers and update...
UK
Crowne House, 56-58 Southwark Street
London SE1 1UN
Australia
Level 14, 535 Bourke Street Melbourne Vic 3000
Middle East
Rolex Tower, Sheikh Zayed Rd, E11, Dubai
Middle East
8793 Riyadh Front, Unit S7, King Khalid Int. Airport District, Riyadh, 13413-3718, KSA
Experience Lab is part of Serco Group plc.