Space Experience
Understand how people find their way, use your space and access the services they came for.
Products, Services & Environments
Space Experience research that informs clearer decisions.
A physical space is part of the user experience. Entrances, routes, signs, waiting areas and service points can affect whether people understand where to go and what to do. We research these interactions in context to help your team identify barriers and practical improvements.
What we look at
Wayfinding and signage comprehension- Paths, dwell points and dead zones
- Queue and counter interactions
- Experience barriers for users with access needs
How we study it
- Behavioural observation in situ
- Wayfinding task tests
- Intercept interviews
- Spatial recommendation maps
When to research
When space experience research helps
Use this research when visitors struggle to find an entrance, identify the right service point, understand a queue or navigate between activities. It can also inform a proposed layout, updated signage or a change connecting physical and digital services.
A small organization may focus on one site or route. A larger organization may need to compare locations, visitor groups or service formats. We agree the scope around the tasks people need to complete and the decisions your team needs to make.
Our approach
Spaces and journeys we can study
Research can cover stores, branches, offices, clinics, campuses, public-service locations and other settings where people interact with a space. The focus is how intended users experience selected tasks, not the appearance of the space alone.
We can examine arrival, orientation, finding information, waiting, staff assistance, self-service tools and exit. Digital touchpoints such as appointment messages, maps or kiosks can be included where they affect the physical journey.
Our approach
How we study the experience
Wayfinding tasks examine how participants navigate agreed routes. Observation and accompanied visits explore relevant activities in context. Interviews or intercepts help explain specific experiences, while staff discussions can identify service dependencies.
We can review proposed layouts or signs using suitable materials, documenting what cannot be assessed before a site exists. Activity mapping or counts may add context where separately agreed. We do not assume access to surveillance footage or location-tracking data.
From context to opportunity
Our research process
Confirm access. Establish site permissions, participation arrangements and appropriate fieldwork safeguards
Plan the study. Select methods, routes, time periods and relevant participant criteria
Gather and analyze evidence. Identify navigation, information and service barriers, noting contextual differences
Recommend improvements. Connect findings to practical opportunities and questions needing specialist review
Agree validation. Identify proposed changes to test and follow-up measures where included
The output
What your team receives
Depending on scope, deliverables can include a visitor journey map, annotated route findings, signage-comprehension issues and a prioritized opportunity assessment. Recommendations may address information placement, terminology, guidance and service coordination.
Reports explain the locations, tasks, participants and fieldwork periods covered. We distinguish observed behavior, participant accounts and interpretation. A findings workshop helps facilities, design and service teams agree actions and responsibilities.
What we investigate
The questions we help you answer
Can people identify where to go? Are signs, terminology and instructions understandable at the point they are needed? Where do users stop, retrace a route or ask for help? Can they understand queue arrangements and the next service step?
We also explore differences between first-time and familiar visitors and the experience of people with relevant access needs. A pause or long stay does not by itself show confusion; observation needs context from the task and participant account.
Research focus
Include different access needs
Recruitment can consider mobility, sensory or other relevant access needs, language and familiarity with the location. The methods and participation format should suit the groups included. We document coverage rather than imply every access need was assessed.
Research can identify experience barriers but does not certify that a building or route meets accessibility requirements. Architectural, engineering and specialist assessments are separate, and recommendations affecting the built environment require appropriate review.
Clear boundaries
Fieldwork with clear boundaries
We agree consent, recording, reporting and site access arrangements before fieldwork. Activities should avoid unnecessary disruption and identifiable information about bystanders. Staff and participant observation need appropriate arrangements.
Research routes must be suitable for the study and should not require unsafe activities or entry into restricted areas. Emergency evacuation testing is not assumed within scope. Sensitive settings or participants requiring additional safeguards need a specifically agreed approach.
Global research
Context matters across sites and markets
Visitor mix, opening hours, crowding, local language and service availability may affect findings. For multi-site or multi-market work, we agree relevant coverage and local research arrangements in advance.
We document differences in conditions rather than assume a short visit represents all operating periods. Comparisons need sufficiently relevant tasks and participant groups, with any limitations made visible.
Measurement
Measure improvements responsibly
Useful measures may include finding the intended destination, navigation errors, assistance required and reported effort. Timing is interpreted in context, not treated as the only measure of a successful experience.
Qualitative findings do not establish population prevalence. Research does not validate structural safety, building compliance or architectural feasibility, and does not guarantee increased footfall or revenue. Proposed changes may require specialist assessment and further testing.
Before we begin
Frequently asked questions
Yes, where suitable plans, signs or prototypes support the question. We distinguish simulated findings from evidence gathered in a working site.
No. Our focus is user experience research. We can inform design decisions, but detailed design, engineering and implementation are separately scoped.
Yes, with agreed tasks, site access and coverage. We document relevant differences so findings are interpreted fairly.
Share the space, intended users, priority routes or tasks and known difficulties. Include available plans or feedback. We will discuss permissions, scope, deliverables, timing and budget.
Product Experience
Product usability testing, in-home usage tests, and concept testing focused on how products perform in real ha.
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Service Experience
Service journey mapping, service blueprinting, and mystery shopping across front-stage and back-stage reality.
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System Experience
Workflow analysis, enterprise usability testing, and task analysis for the systems people rely on every day.
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Technology Experience
Understand how people learn, use and stay in control of technology.
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Let us help shape the next step
Your space has a UX problem.
Let’s find and fix it.
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