What is User Research?

User experience research or UX research is about the process of exploring, testing and analyzing a product in terms of usability and devising techniques and tools to create a user-centred design (UCD).

Our UX research solutions are designed to help you provide value to your customers by meeting their users’ expectations.

At the early stages of a project, we conduct UX research to understand the problem we are helping to solve, the user pain points, the market that the solution will be operating in.

Additionally, UX audits are conducted to evaluate a product’s usability and how people interact with it.

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

Why is UX research important to improve your product?

Understand customer needs

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

Increase ROI

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

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 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.

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Our User Research Services

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.
Expert Review
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.
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.
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).

FAQ on 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, determining the usability flaws and validating 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
Need UX research services? Contact Us