User Profiles

We create user profiles so you can deliver a service that matches your customer behaviours and needs.

Interested? Contact us.

Why do profiles matter?

Effective designs are based on customer insights. User profiles help businesses deliver services that match customer behaviours and needs.

What’s our process?

Our research approach is designed to uncover the goals, motivations, attitudes, constraints and pivotal moments in the user journey using small group study and large group data analysis.

1. Recruiting

Development of participant screener
Recruitment of participants (using customer lists)

2. Customer Research

Review of existing user research to inform our preliminary user understanding and research materials
Internal workshops or interviews of the policies, processes, services and touchpoints to inform the user landscape
Current and prospect customer engagement which may include one-on-one interviews, small group workshops, and/or creative journaling

3. Segmentation Analysis

Creation of user clusters through statistical analysis of user data
Synthesis of data clusters and qualitative personas to understand user behaviour and key moments in the customer journey (positive and negative)

4. Profile Creation

Summary of user types into multiple personas detailing goals, motivations, attitudes, and key moments in the customer journey

Assumptions

One prep meeting and one debrief meeting
Recruitment from customer lists
Minimum research group of 250 users
Require access to user, marketing, and other POS type of data

Benefits

Move from assumptions based to research-based decision making
Create alignment across the organization for the goals and motivation of users that need to be satisfied