We Provide End to End User Research Services in Asia

Observing, understanding & solving user pain points

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“Good design only comes when it is informed by good research.”

The Importance of User Research

Understand customer needs

User interviews, surveys, creating customer journeys, in-field research, etc to understand core usability issues.

Increase ROI

Helps increase user productivity, decrease user errors and user support to overall save on costs.

Customer satisfaction

Research to understand the information that’s vital to your customers.

Create what matters

Research on the features that are prioritized by the users.

Our UX Research Consultants

At Netizen eXperience, we are a group of product design and user experience specialists who strive to create impactful and user-friendly products. We’ve worked with new websites as well as established companies across multiple industries to shape their product designs and helped them make research-driven decisions.

Our UX research consultants speak multiple languages such as English, Mandarin Chinese (China, Taiwan), Bahasa (Indonesia, Malaysia), Cantonese (Hong Kong).

This allows us to help our clients to understand their target demographic, make an informed decision and design the right product. We’ve conducted cross border studies in Thailand, China, Philippines, Malaysia, Indonesia, Singapore, Vietnam, Hong Kong, Taiwan, Australia and New Zealand.

We make use of tools like real-time interviews, surveys, building information architecture/navigation hierarchies, diary studies, research, and reviews to gather user insights and customer journeys.

Our User Research Services

User research methods generally classified into qualitative (based on bahavioural assessment and observation) and quantitative (based on numerical data and statistics) in nature.

Qualitative Research Methods

Depth Interview

Our user researcher conducts in depth interview with users of the targeted demographic. Interviews allow us to understand deeply about the user’s pain point and their needs.

In-person interview usually takes an hour to complete with each user.

These insights empower us to design a solution that will actually solve their problem rather than just looking pretty.

UX Audit

When a sanity check is needed on your design, our team of usability professionals can review and tell you how usable your system really is.

We will review different areas of your system ranging from navigation, how information is organized and presented, whether users can complete the key tasks easily.

It does not stop there, we will also suggest fast, low cost ways to improve your system usability.

Persona / Customer Journey Map

Based on research and your validating with your business team, we help you to define your target user’s needs, pain points, attitudes as well as behaviors.

Personas help to put a face and name to represent the collective needs of your users. Persona helps to keep design focus on the needs of the users.

Card Sorting (Information Architecture)

We study how users group similar information together in order to build an intuitive navigation menu and information architecture.

We put the users through testing different navigation structure to see which performs better.

In-the-field Research & Observations

Field studies allow you to see firsthand how your users actually use your system in their normal environment, where they are delighted or where they are disappointed.

Sometimes, there is just no other way to do it such as testing a new in-car navigation design or setting up in-home broadband TV service.

Diary Studies

Your system may require the users to use it for a period of time to familiarize. Diary studies help to collect the thoughts, actions, feelings from your target users, recorded as they happen.

This allows us to understand the natural behavior of the users and provides very good insights for UX strategy planning.

Task Modelling

Task modelling helps to define how our system or website should perform in order to reach the user’s goals. We build the task model of your product based on the user requirements that we got from user interview, research and user testing.

For example, it is quite common for users to make adjustment of their online shopping cart. This adjustment action may take one step or multiple steps depending on the complexity of the purchase.

The user may also go back and forth on the purchase decision.

Our task models show the business stakeholders what their system will need to do support the users through these steps (be it building a feature like wish list or to do list).

Focus Group / User Workshop

This includes creating a controlled environment for discussions with a user group. The goal is to generate insights into user attitudes, behaviour, and needs.

Quantitative Research Methods

Online Surveys

Discover quickly who are the people using your system and what they really like and dislike by doing user survey.

Survey is great if you don’t know much about your users. It can help to benchmark your user satisfaction before and after a redesign. Survey provide the most useful insights when use together with user interview and also user testing.

Click Testing

User research based on website navigation. The goal is to see where the user would first navigate to when given a scenario. This helps to evaluate if navigation design supports the users’ expectation.

This can be performed on a current website, a prototype, or even a wireframe.

Website Intercepts

Website interceptors seeks to get users’ feedback and rating when they are browsing your website or as they are leaving your website

Digital Analytics Based Research

We use tools such as Google Analytics, Adobe Analytics or heatmapping tools to understand how users use and how they are abandoning your website or mobile app.

User Research FAQs

What is user research?

User research is an essential component of UX design. It is a technique for understanding target users’ requirements and validating their pain points when navigating a website, app, etc.

The results help the designers come out with user-friendly designs. It is also, therefore, called “designed research. Both qualitative and quantitative methods are used for user research.

What UX research techniques are used by Netizen eXperience?

Depending on the product development stage, different techniques are deployed. If you are at the inception stage of a product idea, our standard techniques include understanding the target audience, their pain points, competitor analysis, market surveys and field research.

Before the product launch, we can help you through respondent recruitments, collecting user feedback to validate/rectify your business strategies. Techniques used at this stage are user interviews, user journey mapping, card sorting, prototype testing, etc.

Post product launch, we provide solutions by collecting real-time feedback from users to improve the product’s usability. It is done through usability tests, beta testing, google analytics, heat maps, etc.

How do you provide UX research reports?

User research and insights are shared in a visual report along with user feedback, recordings of sessions, and expert recommendations.

How long will you take to conduct UX research on my product?

The length of each UX research project depends on the scope of work and the complexity of the project. It may take anywhere between a couple of weeks to more for conducting surveys, determine the usability flaws and validate the UX designs.

How much does UX research with Netizen eXperience cost?

The cost to conduct UX research depends on the complexity of the product/website/app. Contact us to learn more about our user experience research pricing.

What results can I expect from outsourcing UX research?

Here are some notable benefits of getting professional user research conducted for your products:

  • Increased conversion rates
  • Customer satisfaction
  • Higher sign-ups
  • Brand loyalty
  • Reduced customer complaints and customer service calls
  • Optimise the overall production cost
  • Provide valuable long term insights into your users

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