01
The challenge
A service relied on manual and spreadsheet-based processes, creating friction, reliability issues and uncertainty about how the service should evolve digitally.
02
What we needed to learn
Understand how users complete the current process, where it breaks down, what causes failure or confusion and what people need from a future digital service.
03
Research approach
Discovery and evaluative research with users of the existing process, including exploration and testing of potential future approaches.
04
What the research revealed
Research identified pain points involving file handling, reliability, accessibility, system constraints and differences in user needs.
05
How the evidence was used
Evidence supported decisions about which aspects of the existing process should be retained, redesigned or replaced in a future digital journey.
Methods used
Discovery interviews Concept testing Usability research Workflow analysis
Related capability
Customer & User Discovery / Concept & Proposition Testing