User experience research

UX Research: From User Needs to Business Results

Powering your business and product strategy with user research.

The challenges of UX Research today

In today's competitive markets, attracting customers with marketing isn't enough; you need to retain them with outstanding services and experiences. Understanding and anticipating user needs is key to delivering value, increasing satisfaction and loyalty, and generating tangible returns for your business.

70%

of the average cart abandonment rate is due to UX-related issues.

Source: Baymard Institute - Cart Abandonment Research

69,9%

of digital transformations fail to meet their goals.

Source: McKinsey & Company and Prosci

80%

of software features are rarely or never used.

Source: Pendo - The 2019 Feature Adoption Report

How to Build a Personalised User Experience

An iterative, evidence-based approach to innovation has made UX Research an indispensable pillar of modern business. It requires continuous research processes and strategic data management to build digital products that truly meet the needs of users and the market.

Defining Requirements

It is essential to translate business objectives into effective research questions. This allows you to understand user expectations and behaviours, select the best research methods, and establish the criteria to measure the value you create.

Customer Journey Mapping

To improve your services, you must analyse every touchpoint and interaction. This is where needs, expectations, and pain points emerge. Mapping the journey helps to identify new ideas and drive continuous innovation.

Data Analysis

Effective decisions require in-depth data analysis. Understanding the results from tests, interviews, and observations allows you to uncover behaviours, identify areas for improvement, and discover new growth opportunities.

Measuring KPI

How do you measure the impact of your efforts? You need to translate user experience into tangible metrics like completion rates, error rates, UMUX, UEQ, or NPS. Only KPIs can guide your decisions and turn UX into a truly measurable competitive advantage.

Digital360's UX Research Services

We involve real users at every stage of the design process to identify their needs and pain points. Their feedback is transformed into strategic insights that increase satisfaction, boost loyalty, and deliver a clear return on investment.

Accessibility Contextual analysis Service optimization UX/UI Design Voice of customer (VOC)

Accessibility

We engage people with disabilities in usability testing to uncover critical accessibility issues across design, development, and content. We then provide clear, actionable recommendations to resolve them.

Contextual analysis

We study the user's context through analysis, interviews, and observations to fully understand their needs, goals, and behaviours. This provides the foundation for designing inclusive services that deliver real value.

Service optimization

We validate the quality of the user experience through usability testing and specialist techniques. We identify and resolve critical issues to continuously improve your digital services and meet emerging user needs.

UX/UI Design

We start with the user experience to design intuitive and effective interfaces. We create functional prototypes to co-design your new digital solutions with you.

Voice of customer (VOC)

We implement strategies to gather and analyse the Voice of the Customer. We transform real user feedback and experiences into actionable insights that guide decision-making and drive continuous service improvement.