People leave before they finish.
Find out what stops a purchase, booking, application or everyday task, and which barriers to address first.
Research Services
Find out what works for your users, where they struggle and what needs to improve across your products, services, spaces, systems and technology.
Start with the question that matters
You see what people do.
Do you know why?
A drop in use, a repeated complaint or a difficult decision can be a sign that you need a closer look at the experience. We help you understand it from your users' perspective.
The same problems keep coming back.
Understand what sits behind recurring complaints, support requests and frustrating service experiences.
You are launching something new.
Learn whether people understand it, see its value and can use it before you commit to the next step.
Your team needs a clear direction.
Bring user evidence into decisions about what to improve, which ideas to test and how to serve different markets.
Research Services
Find the research that fits your challenge.
Start with your question, not a research method. Whether you need to understand a specific issue or plan a broader study, choose the area closest to your challenge.
People & Relationships
Whose experience do you want to understand?
Understand needs, expectations and interactions from the perspective of the people who matter to your organisation.
Describe Your Research NeedHuman ExperienceUnderstand people's needs and routines in everyday context.
People & Interaction ExperienceExplore how people communicate, collaborate and experience interactions.
Customer ExperienceUnderstand customers' experiences across their relationship with your business.
Employee ExperienceInvestigate the tools, processes and interactions that shape work.
Patient ExperienceUnderstand patients' experiences of access, communication and care-related services.
Citizen ExperienceExplore how people access and use public-facing services.
Partner / Dealer ExperienceUnderstand the experience of working with your business as a partner or dealer.
Products, Services & Environments
What experience do you want to improve?
Investigate how people use what you provide, from a physical product or location to a digital service or internal system.
Describe Your Research NeedProduct ExperienceStudy choosing, setting up and using physical, digital or connected products.
Service ExperienceFind barriers in access, delivery, support and service handovers.
Space ExperienceExplore navigation, facilities and interactions in physical environments.
System ExperienceInvestigate internal tools, workflows and role-specific tasks.
Technology ExperienceUnderstand how people learn, use and stay in control of technology.
Website & Mobile App ExperienceIdentify difficulties in website and app journeys and tasks.
AI & Automation ExperienceStudy understanding, reliance, control and recovery in automated experiences.
Journeys, Decisions & Trust
Where are people struggling or losing confidence?
Explore the moments that shape choices, confidence and continued use across the customer journey.
Describe Your Research NeedDecision & BehaviorInvestigate choices, trade-offs and the context behind actions.
Journey ExperienceConnect experiences across stages, channels and touchpoints.
Onboarding ExperienceIdentify barriers between signing up and getting started successfully.
Communication ExperienceCheck whether messages and instructions are understood and useful.
Brand & Trust ExperienceExplore expectations, credibility and the experiences that shape trust.
Retail & Shopper ExperienceUnderstand discovery, comparison and shopping across channels.
Complaint & Recovery ExperienceInvestigate getting help, escalation and resolution when things go wrong.
Loyalty & Retention ExperienceExplore reasons for continuing, switching or stopping use.
Inclusive & Cross-Market Experiences
Does the experience work for different people and markets?
Understand relevant differences in access, context and expectations before assuming one experience works for everyone.
Describe Your Research NeedAccessibility & InclusionInvestigate experience barriers affecting people with different access needs.
Cultural & Local ExperienceExplore how language, routines and local context shape an experience.
Cross-Market ExperienceCompare relevant experiences across agreed markets and user groups.
Ethical & Responsible ExperienceExplore clarity, choice, fairness concerns and user control.
Safety & Risk ExperienceInvestigate understanding, perceived risks and recovery in relevant tasks.
Measurement & Improvement Direction
What should you prioritise, and how will you assess progress?
Turn experience evidence into priorities and define suitable ways to assess change.
Describe Your Research NeedYour challenge may involve more than one area. We help define the right research approach around your goals.
From a user problem to a practical decision
See what useful research looks like.
The value is not just in hearing feedback. It is in connecting what people experience with what your team can do next.
Why are people struggling to get started?
An onboarding study can explore where people hesitate, what they misunderstand and what help they need, whether they are setting up a product, joining a service or learning an internal system.
Your team receives a clear account of the issues, the evidence behind them and recommendations to test.
Explore onboarding research →UX PACIFIC / RESEARCH OUTPUT
From confusion to a clearer first step
- QUESTION
- Do people understand what they need to do to get started?
- EVIDENCE
- Observe setup tasks and discuss how people interpret the instructions and requirements.
- POSSIBLE FINDING
- A required document is introduced too late, leaving people unable to continue.
- NEXT DECISION
- Test an upfront checklist and clearer guidance before changing the full journey.
From evidence to decisions
Know what to change, and why.
The output should help your team act, not leave you with a collection of disconnected opinions. Deliverables are agreed before the study begins.
A clearer understanding
Understand relevant needs, expectations and barriers, with findings connected to the people and situations studied.
Evidence-backed priorities
See what needs attention, the evidence behind it and what requires further investigation before a decision.
Practical next steps
Use agreed outputs such as journey maps, task findings, benchmark results or recommendations to plan improvements with your team.
Turn research evidence into clear priorities for your team and a practical plan for what to improve next.
Working together
A clear starting point. An agreed scope.
For a small team or a complex organisation, the starting point is the same: the question you need answered and the decision it will support.
Share the challenge
Tell us what you want to understand, who is involved, your timing and any existing evidence or constraints.
Agree the approach
Agree the participants, methods, markets, deliverables, timeline and fees, so your team knows what to expect.
Review the findings
Explore the findings with your team, identify improvement priorities and agree the next steps.
We plan each study with clear participant consent, confidentiality arrangements and an agreed research scope.
Explore all research services
Know what you need? Go directly to a service to explore its scope, methods and potential deliverables.
Supporting capabilities
Supporting Design & Delivery
Research is our core focus. Design and delivery support can help your team turn findings into practical improvements.
Before we begin
A few questions you may have.
Tell us what is happening and what you need to decide. You do not need a research brief or a method in mind. We help turn your question into a focused study with clear participants, activities and outputs.
Yes. A study can focus on one journey, task, product or user group. For a wider programme, we can connect studies across teams, experiences and markets. The starting point is the decision you need to make, not the size of your company.
Yes. We study physical and digital products, services, spaces, internal systems and technology, as well as the people and interactions around them. Explore the service groups above to find the area closest to your challenge.
We plan cross-market studies around your target users, languages and local contexts. We identify what should be consistent across the research and what needs to reflect each market. Explore global research.
We agree outputs around your decision: these can include a findings report, supporting user evidence, journey maps, experience measures, prioritised issues and recommendations. A findings discussion helps your team understand the evidence and plan the next step.
We consider the question, participant groups, recruitment, methods, markets and deliverables. You receive a proposed scope, timeline and fees before work begins. Share any launch date or budget range so we can shape a practical starting point.
Your next decision starts here
What would you like to understand about your users?
Tell us the challenge in your own words. We will help you identify what to research and what a useful next step looks like.