Experience research & strategy

We speak with your users. We observe them in context. Not just what they say, but how they behave when no one’s guiding them. The result is a grounded view of what’s working, what’s not, and why it matters. We uncover patterns, pain points, and unmet needs that shape how they purchase your product. Because knowing what your users actually do is far more useful than guessing what they want. The result? UX research and insight that cuts through assumptions. We give you clarity on what to fix and improve.

Before you launch anything, you need to know whether it works for real people, in real scenarios. We put your product prototype in front of users and watch what happens. No leading questions. No filler. Just raw, honest interaction that reveals what’s intuitive, what’s confusing, and what needs to change. We identify the issues causing friction and prioritize them based on impact, not opinion. We provide a clear view of what’s working, what’s breaking your experience, and how to solve it. Because preventable problems are the most expensive ones to fix, especially once they’re live.

We translate what we’ve learned into clear user archetypes that reflect motivations, behaviors and needs. They’re tools your product, design, and marketing teams can actually use to make informed decisions. Each persona is rooted in behavior. We use empathy mapping, goal alignment and pain point analysis to ensure these profiles provide your team with enough knowledge to build with purpose and that everyone is aligned.

We trace your users’ path from start to finish. Not the happy path on paper, the one they actually take. We highlight where they stall, where they switch channels, and where you’re missing a moment to help. Through visual mapping, we call out friction points, highlight where opportunities are being lost and provide clear direction for improving the end user experience. The result is a clearer understanding of what needs fixing and what could be turned into a competitive advantage.

Some user paths are critical: checkout flows, onboarding, internal tools. We break those flows down step by step, from a user’s perspective, and show you where things go off track. Sometimes it’s a broken interaction. Sometimes it’s just a confusing word. We catch both. We visualize the current-state, flag friction points, and build future flow diagrams around better logic and fewer steps. You streamline your most important flows. Users move faster, teams get fewer complaints, and conversion improves.

You know what your competitors are doing, but do you know what they’re doing better? Or worse? Or what you could be doing that they haven’t even thought of yet? Our UX design research methods look across your industry and beyond it to find opportunities to differentiate. We benchmark what matters, analyze trends and highlight ways you can differentiate. Providing you with sharper positioning and a clearer path to standing out in a crowded market.

We take a close look at your digital experience, screen by screen. Instead of relying on assumptions, we use established heuristics like Nielsen’s usability heuristics and accessibility guidelines alongside years of practical know-how to identify what’s helping users and what’s quietly getting in their way. Instead of assumptions, we call out problem areas, provide clear priorities and a roadmap that separates the quick wins from the deeper structural work. Because no one wants to learn something’s broken from their customers.

Once we understand what’s happening today, we help you see what’s possible tomorrow. This isn’t a mood board. It’s a vision grounded in your users’ reality and your business’s potential. We map future-state journeys, sketch out key interactions, and build concept narratives that help teams align and plan. We provide the tools to start turning vision into actual product. Because you can’t build a better experience until you define what “better” looks like.

We get into the details of what your users read, scan, and ignore. We help you say the right thing, in the right way, at the right time, and organize it all so people can actually find it. From navigation labels to onboarding copy, we help you shape a content experience that’s clear, consistent, and genuinely useful. That means aligning your messaging to user needs, structuring information so people can find what they’re looking for, and building systems that scale with your team. Because when content is treated like part of the product (not an afterthought), everything works better.