Creating empathy and identifying user needs for vulnerable customers in Financial Services
Our client wanted to better understand a sub-set of vulnerable customers, to build empathy and identify the crucial user needs to consider for this ...
As the UK’s leading dementia charity, Alzheimer’s Society is striving to find new treatments and, ultimately, a cure for dementia. We worked with the charity, providing expert website user research to help accelerate improvements in its digital services.
Rik Williams, User Experience Architect, Alzheimer’s Society
The immediate challenge was to provide website user research to inform Alzheimer’s Society’s website redesign and the transition to a new CMS system. Enhancing the accessibility and effectiveness of its digital support and resources was the ultimate goal.
We focused our website user research on four key themes:
Our methodology included contextual research, running face-to-face sessions in people’s homes. We evaluated different user journeys, gaining insights across a variety of user groups. “Recruitment is always a challenge with harder to reach groups, but System Concepts handled it really well,” says Rik Williams.
We delivered a detailed report, with actionable recommendations for accessibility and usability improvements.
Rik Williams also cites an important ‘softer’ benefit of the website user research project: it has helped establish a culture at the charity around the value of user research, and user centred design practice. “System Concepts’ flexible and inclusive approach involved observers and other stakeholders from the charity. This gave them valuable project exposure, adding value to our internal culture, and was really helpful to us,” he says.
Our client wanted to better understand a sub-set of vulnerable customers, to build empathy and identify the crucial user needs to consider for this ...
A payment services and software provider was looking to launch a new electronic point of sale (ePOS) system within the UK. To address the breadth of ...
Case study: Designing and testing a simple UI for a complex solution for a grant management software client....