Netizen Experience

User Research

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

Research is the core of our practice and it plays a crucial role in designing effective web, mobile and even offline experiences. Also, user research can help to identify business & marketing opportunities.

At the early stages of a project, we need to conduct research to understand the problem we are helping to solve, the user pain points, the market that the solution that will be operating in. The following are the methodologies that we use according to needs of the project.

Our UX consultant and researchers speak multi languages such as Mandarin Chinese (China, Taiwan), English, Bahasa (Indonesia, Malaysia), Cantonese (Hong Kong). This allows us to help our clients to understand their target demographic and design the right product. We’ve conducted cross border studies in Thailand, China, Philippines, Indonesia, Singapore and Hong Kong.

User Research

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.

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.

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.

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.

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.

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.

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 helps to define how our system or website should perform in order to reach the users’ 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).