Case Studies

Building empathy to reveal opportunities

To evaluate the potential of a proposed online service, we dived under the skin of existing and potential mortgage customers.

We ran in-home qualitative research studies across demographics and two cities to help the project team see their service through the eyes of real customers.

Deep insights were articulated through documentary-style film and a giant visualisation, clearly framing opportunities to improve multi-channel customer experience and build brand loyalty.

Making a sophisticated device easy to use

We improved the usability of a touch-screen wireless insulin pump for diabetics,
helping eliminate ambiguity, confusion and user error in this hugely rewarding project.

We facilitated natural usage studies with diabetics as they interacted with prototypes of the device, packaging and instructions.

Our insights revealed critical improvements to usability of the screen interface, 'out of box' experience and the design of the physical product. We provided design and marketing teams with prioritised, actionable improvements on the lead up to clinical trials.

Testing the appeal of a virtual world

We observed and analysed kids' experience of playing an immersive online social gaming product.

Our insights revealed opportunities to improve usability, boost 'stickiness' and identify the 'sweet spot' of appeal across the target age range.

Our study helped the design team focus their efforts where it mattered most to their young audience.

Forecasting the needs of weather-watchers

As part of a website redesign we studied the way kiwis sought and used weather information and which aspects were important to them.

We interviewed people with differing lifestyles, gaining a deep understanding of how weather information impacted their lives.

Valuable insights from our studies helped the product team prioritise their content strategy and align the display of information to suit varying user needs.

Pointing a new mouse in the right direction

Our user research helped shape the physical product, packaging and online marketing of this award-winning innovation.

Valuable insights generated from our research eliminated costly guesswork and provided constant improvement during an iterative development cycle.

Feedback from 'road tests' in multiple countries meant design decisions were informed and validated by real-world behaviours.

Swiftpoint saved money and time by being able to focus their resources on a design solution they had confidence in.

View full length Swiftpoint case study

Improving the online grocery shopping experience

As part of an online strategy review we observed customers shopping for groceries online using and comparing client and competitor services.

Insights into attitudes and behaviours generated opportunities to enhance service levels, from the way information is displayed on screen to the way goods are delivered to the home.

Our research provided valuable and immediately actionable improvements as well as prioritising future developments.