Technology Experience
Understand whether your technology makes sense to people, fits their needs and gives them the control and support they need.
Products, Services & Environments
Technology Experience research that informs clearer decisions.
A technical capability is only part of the experience. People need to understand what a tool does, decide whether it is useful, get started and know what to do when it does not work as expected. We research these interactions to help your team identify barriers and make better-informed product decisions.
What we look at
Comprehension of new capabilities- Trust and transparency signals
- Adoption barriers and fallback behaviour
- User control, recovery and access to support
How we study it
- Adoption and change-readiness interviews
- Task-based technology usability tests
- Trust and explainability probes
- Experience priorities and further validation needs
When to research
When technology experience research helps
Use this research when introducing an unfamiliar capability, improving setup or investigating why people do not use a tool as expected. It can also support a prototype evaluation, rollout or change from staff-assisted to self-service tasks.
A small team may focus on one feature or device. A larger organization may study several audiences, platforms or markets. We agree the scope around the decisions your team needs to make.
Research in context
Technology in everyday contexts
Research can cover software, connected devices, kiosks, voice interfaces and other tools that combine digital and physical interactions. AI-enabled or automated features can be included where relevant to the question.
We study what people need to accomplish rather than technology novelty alone. Context may include device access, connectivity, shared use, available alternatives and the support people rely on. Different technologies require appropriate study materials and arrangements.
Our approach
How we study the experience
Interviews explore relevant needs, current practices and specific recent experiences. Concept testing examines understanding and expectations. Task-based usability testing observes setup and selected interactions using a suitable prototype or test version.
Diaries or follow-up research can explore use over time. Authorized feedback or analytics may complement the study. We distinguish what people say they would do from observed behavior and make any simulated capabilities explicit.
From context to opportunity
Our research process
Plan the study. Select methods, participant criteria, test materials and safeguards
Gather evidence. Explore understanding, setup and relevant use through agreed tasks and scenarios
Analyze barriers. Identify mismatched expectations, interaction difficulties and contextual constraints
Recommend improvements. Connect findings to guidance, controls, design or support changes, with assumptions visible
Agree validation. Identify proposals to test and follow-up measures where included in scope
The output
What your team receives
Depending on scope, deliverables can include a needs and adoption-barrier assessment, annotated task findings, setup or usage maps and prioritized recommendations. Findings may cover explanations, permissions, feedback, recovery and support.
Reports explain who participated, what version was studied and which conditions were simulated. A findings workshop helps product, design and engineering teams agree next steps. Detailed design, development and deployment are separately scoped.
What we investigate
The questions we help you answer
Can intended users explain what the technology does and where its limits are? Does it address a need they recognize? Can they complete setup, understand permissions and reach a useful task? Where do they hesitate, seek help or use an alternative?
We also examine whether people know how to change settings, correct an action, stop a process or find human assistance where available. The aim is informed use, not increasing confidence beyond what the technology can justify.
Our approach
Study trust without assuming technical assurance
We can research whether explanations are understandable and whether users' expectations match the stated capabilities and limitations. Reported trust is a perception, not evidence that a system is accurate, secure or dependable.
Model accuracy, cybersecurity, reliability, safety and compliance require appropriate technical or specialist assessments. User research does not replace those reviews or authorize release. We make unresolved questions visible rather than present confidence as proof of readiness.
Global research
Relevant participants and markets
Recruitment may include new users, experienced users and people who choose not to adopt the technology, depending on the question. We consider language, access needs and relevant device or domain familiarity, documenting coverage gaps.
For multi-market work, local research arrangements, language versions and relevant environments are agreed in advance. Connectivity, service availability and everyday practices may differ. Findings from one setting are not assumed to describe every market.
Research ethics
Appropriate participation and test environments
We agree consent, recording, data access and reporting arrangements before fieldwork. Test accounts, non-production data and controlled scenarios should be used where practical. Studies should not require real consequential decisions or unsafe activities.
Prototype capabilities and limitations are explained as part of the agreed protocol. Public use of identifiable recordings is not assumed from participation consent. Additional safeguards for sensitive applications or participant groups are agreed before recruitment.
Our approach
Measure what the study supports
Useful measures can include task completion, errors, assistance needed, comprehension and reported effort. Longer-term adoption questions may require follow-up research rather than one first-use session.
Qualitative findings do not establish population adoption rates. Stated interest does not predict demand, and a successful prototype task does not prove performance in everyday use. We do not guarantee adoption, retention or commercial results.
Before we begin
Frequently asked questions
No. Research can examine an established tool as well as an unfamiliar capability. The scope follows the user question, not the age of the technology.
Product Experience considers the wider product journey. Technology Experience focuses on understanding capabilities, adopting them and interacting with their controls and limitations. We recommend a scope that avoids unnecessary duplication.
Yes, where a suitable concept or prototype supports the question. We document simulated steps and do not treat them as evidence of technical performance.
Share the capability, intended users, development stage and decisions you need to make. Include examples or existing feedback if available. We will discuss scope, test arrangements, 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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Space Experience
Field observation, wayfinding studies, and footfall behaviour mapping for spaces that must guide people withou.
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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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Let us help shape the next step
Your technology has a UX problem.
Let’s find and fix it.
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