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 ...
Discovery Education supports schools with a range of services and opportunities, enhancing the way teachers teach and pupils learn. We helped by running user research with primary school aged children – and their teachers – to support the design of a new subscription-based digital learning platform.
Discovery Education’s new product was aimed at primary school pupils aged 4 to 11 (Keystage 2), so needed to be engaging for this user group. Ghazaleh Cousin, Discovery Education’s Lead User Researcher, wanted a deeper understanding of users’ needs, and asked us to focus our research on the following questions:
We designed and ran the user research with primary school aged children, combining the use of online questionnaires, workshops and interviews:
To make the pupil workshops effective, we started by gaining a deeper knowledge of their tech use at school and at home. We used an online survey to gather information from 86 pupils across year groups, learning about their technology use, their favourite websites for school, and more. We also ran a separate survey to gather teachers’ input.
We used this initial work to create engaging resources for the carefully structured pupil workshops. We then ran a co-design exercise in a series of 45 minute workshops, each of which involved 3-4 pupils.
At the conclusion of this project we delivered a 12 point working design brief for the pupil view within Discovery Education’s new learning platform. This gave the company invaluable design direction as it developed the new service.
Ghazaleh Cousin says, “The relationship with the System Concepts consultants was great. The research method they came up with was very interesting, the pupils were very engaged, and making physical updates to the design worked well.”
She now plans to run the same user research with primary school aged children across different schools and pupil year groups, to substantiate and extend the initial results.
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