User Research


Contextual Interviews: We visit people in their homes, workplaces, and other environments where they use products. Instead of sticking to a script, we observe people’s natural behaviors and inquire about what is presently happening. This ethnographic style of interviewing allows us to learn more people’s worlds and yield rich, in-depth findings to direct your product’s development.

Diary Studies: This longitudinal method provides real-time data on how people feel about a product or process over time. Participants self-report their experiences in short videos and weekly surveys using their smartphones. We also regularly interview participants, in person or remotely. We compile and analyze these stories to understand people’s needs and provide your design a winning direction.

Field Research: In field research, we go experience what your customers are experiencing. We can shadow shoppers for a retail study or ride buses all over town for a transit study. Whatever your users do, we see what it is really like and convey it to you in actionable findings.

Card Sorting: Card-sorting shows us how people expect content to be organized in navigation, menus, and other information architecture. Participants put items into categories, and we analyze their choices to create an intuitive structure.


User Research Case Study with Metro

Since fall 2014, we've been working with Capital Metro to improve the Central Texas transit system.

Capital Metro wanted to improve people’s experience using public transportation. We’ve conducted many user experience research studies and partnered with skilled design and advocacy teams to make it happen.

Our field research took us to bus stops and rail stations in Austin and Leander to talk to hundreds of people about how they use Capital Metro transit, its website and its app. This gave us a solid understanding of riders’ needs, which informed future redesign efforts. 

We then provided testing for our partner Sherry Matthews Advocacy Marketing to use in a web redesign and app overhaul. The final redesign incorporating this rich research launched in 2016.

“Progress clearly explained the usability concerns. It was obvious they did their research and got to know the product prior to testing. They were kind and gentle with participants as well as breaking the news to the development team. The presentation deck was put together very well - they offered great examples for how things could be improved.
— Carol Gibson, Project Manager, Sherry Matthews Advocacy Marketing

How User Research Can Work For You

We get to know the actual people you want to use your product. We observe, interview and interact with them in their environments to learn what would really work. This invaluable insight gives your design a sure direction.