Customer Insights and User Experience

What are the fundamental needs, problems and strategies of customers? By engaging with key experts and stakeholders, including (potential) customers, we analyse user requirements, generate ideas, and evaluate new products and services. Ethnographic research, design thinking methods and co-creation workshops enable us to manage innovation based on the values of those being involved.
  • Ethnography and User Research
Ethnography and interviews are typical research methods that we apply to understand customer needs and requirements, and to identify new opportunities for Value Innovation. The full range of social science research methods applies. Check the bottom of the page for an illustration of one of our preferred research approaches.
  • User- and Learner-Centered Design
Designing services, interaction and interfaces based on the needs, desires, and values of users involves professional disciplines such as information architecture and design, and standards such as ISO standard Human-centred design for interactive systems (ISO 9241-210, 2010).
  • Usability Engineering, Evaluation and Optimization
In usability engineering, we work with prototyping and interaction design patterns. Evaluation methods include field tests and usability testing using paper prototypes or eye-tracking technology. While formative evaluation feeds the development process, summative assessment monitors outcomes against usability goals.
An illustrated approach for user research involving participatory observation and concept development.
Get an overview:

Exemplary references:
International ethnography to understand needs, problems, strategies in mobile infotainment, and to enhance the experience of drivers. The project was conducted for and in collaboration with one of the top three car manufacturers worldwide.

Set up and interim management of a new competence center with more than 20 employees for user-driven innovation. A video shows the range of customer integration methods and capabilities being offered today as inhouse consulting.

Evaluation of the Indonesian Tsunami early warning system displays with eyetracking technologies. Some of our methods and results of this cooperation with German Aerospace and University of Applied Sciences Potsdam are documented in the paper: Interaction design for situation awareness: Eyetracking and heuristics for control centers.

Development and evaluation of interaction design patterns for a complex software application. Professional users and business partners of our client from the airline industry have been successfully intergrated into the process e.g. through customer development interviews.
You may download our offering on the development and organizational implementation of Interaction Design Patterns. Further information is available upon request.
Valuable ressources: