Capita

User research planning

While working at various organisations, including Capita and Unisys I have been involved in all aspects of user research - from planning research proposals, to helping run or facilitate sessions, to creating discussion guides and analysing insights.

What kind of research have I delivered

I have experience with the following types of research methods:

• Competitive analysis

  to understand current market opportunties and how to plan alignment

• Stakeholder interivews

  to understand stakeholder knowledge and expectations and to create alignment within project teams and understand business and technical requirements

• User interviews

  to understand current product experiences, or competitor product experiences, and to learn about user expectations of products and uncover user needs

• Usability testing

  to validate design concepts or prototypes and iterate based on real user feedback

• Card sorting

  to test proposed information architecture structures and to understand where users would expect to find content or information

• Reviewing analytics data

  to seek out opportunities for design improvements and to understand usage of current systems in live environments

• Surveys, workshops and focus groups

  to understand group feedback from stakeholders, clients and end users

• Persona creation

  to understand user needs and ensure design concepts follow user based tasks and scenarios

• A/B testing

  to compare more than one design concept and to understand which performs best

• Customer journey mapping

  to understand user journeys and scenarios and to understand device usage, emotional engagement and tasks a user would need to perform to complete scenarioa

• Service blueprinting

  to understand the bigger picture and to visualize organisational processes and understand front and back stage interactions

Research planning examples

Below are examples of various ways I have documented research planning and proposals as part of leading the product design team.

Research rounds

Below are some examples of outputs from analysing data and insights from research rounds for usability testing and product discovery interviews.

Card sorting

Below is an example of a card sorting activity I delivered as part of a project at Unisys.

Stakeholder interviews

Below is an example of a stakeholder interview and co-collaboration workshop from while I was working at Orangebus.

Focus groups

Below is an example of a focus group and co-collaboration workshop from my work at Teesside University.

Surveys

Below are some examples of suverys that have been conducted for various client projects.

Personas

Below are some examples of personas that have been created for various client projects.

Team Retros

As part of our agile iterative approach I craft and facilitate retrospective workshops to understand how the UX team is doing and how we can improve as a capability. Three activities crafted as part of a team retro to understand the reflections of the team, a grouping exercise to identify key themes, and an actions list of the top three actions to implement.