UX, CX & Service Design Research.

We have conducted numerous projects related to product and digital service development, thus allowing us to identify and resolve hundreds of problems encountered by our clients.

While working on a project, we endeavour to use the opportunity to meet users and clients to the fullest — not only do we select methods apt for fulfilling research objectives, but we also ensure they are optimally combined.

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Let’s work on the research plan together

An entire spectrum of approaches and methods we can adapt to your project.

Our model of work has developed over years of research practice. We have tested numerous methods and techniques in all sorts of situations and conditions. We are conscious of their capabilities and familiar with their limits. With our experience, we can recommend and tailor a process best suited for your research objectives.


Exploration — or discovering the needs

Exploratory research helps verify an idea for a product or service, granting a better understanding of user needs and problems. It allows us to assess its market suitability and supports the establishment of priorities for future development of a product.

We frequently use methods and techniques such as in-depth interviews (IDI), contextual inquiries (CI), focus studies, survey research, card sorting, diary study, and shadowing.

Possible outcomes include actionable recommendations, developing personas, and forming a CJM (Customer Journey Map).

Usability testing — or a product or service in the real world

Usability testing — or a product or service in the real world

Usability testing verifies whether a product allows its users to reach their goals under particular conditions. We take into consideration not only conscious needs of users, but also their habits and the underlying factors influencing their behaviour.

We commonly use methods and techniques such as task-based usability testing, Rapid Iterative Testing and Evaluation (RITE), structural testing, first-click testing, and click tracking.

Possible outcomes include a list of errors with categorisation, actionable recommendations, comprehensive directional recommendations for a product or service, and conclusions regarding its fitting to user needs.

End-to-end experience testing

End-to-end experience testing

Digital products and services are often integrated into broader processes, making their effectiveness contingent upon their alignment with the organisational context, customer service, and other related services. The use of ethnographic methods, such as fieldwork, enables us to test both physical and digital brand touchpoints.

We commonly employ methods and techniques such as participant observation, CI (contextual inquiry), service safari, task-based usability testing, and experience sampling.

Possible outcomes include actionable and strategic recommendations, forming a CJM (Customer Journey Map), and conclusions regarding the fulfilment of user needs.

There are even more methods and possibilities available! We will make sure to adjust the process to meet your objectives.
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Tailor the research to your needs

While there are default stages in every research process, we will adapt them to fit your budget and objectives.

This stage includes:

  • 1. Analysing challenges and problems already identified
  • 2. Formulating research questions
  • 3. Approving detailed objectives

This stage includes:

  • 1. Adapting the methods to the area of research
  • 2. Sample frame and size determination and choosing criteria for respondent recruitment
  • 3. Developing research instruments and materials
  • 4. Recruiting respondents

This stage includes:

  • 1. Conducting research sessions
  • 2. Gathering material (i.e. responses, observations, and artefacts)
  • 3. Recording and transmitting sessions

This stage includes:

  • 1. Raw data preparation (for the sake of analysis)
  • 2. Deriving conclusions and recommendations
  • 3. Drafting a research summary report

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Frequently Asked Questions.

How to prepare for a UX research project?

Initiating a research project requires careful preparation, and we are here to assist you with every step on the way! At this stage, it is crucial to formulate research questions and objectives. We recommend starting with two essential steps: first, collect all relevant data that led to the decision to conduct research; second, determine the knowledge gaps which require filling for your project’s development. Additionally, writing a research project brief is very helpful in directing a project effectively. Do not hesitate to reach out — we are happy to share our templates and proven practices for research activity planning.

To what extent can you customise the project?

We adapt our projects to meet our clients’ particular needs. Our team carefully considers which product recipients and other stakeholders are worth including in the research. We analyse research questions and available resources to recommend the most suitable research approach. With access to a whole spectrum of possibilities, we offer flexibility regarding sampling and the choice of methods, including the option to combine them.

What is the difference between quantitative and qualitative research?

Qualitative research involves collecting and analysing data such as opinions and observations of users. This provides insight into the behaviours, attitudes, and motivations of a product or service’s users. Quantitative research, on the other hand, involves data such as survey responses and UX metrics. It allows us to identify user trends and patterns. Qualitative research is exploratory, whilst quantitative research focuses on measuring and verifying all sorts of hypotheses. The measures applied within both these approaches have their limitations. However, when applied in a well-balanced manner, they may allow a better understanding of user experiences.

How many users should test a project?

It is commonly assumed that task-based usability testing should be conducted on groups of 5 – 10 users. Controlled case studies have confirmed that tests run on 5 users allow detection of a large part of usability problems. With 10 users, it's possible to identify the majority of issues in a project. Furthermore, studies indicate that increasing the number of users beyond 10 doesn't significantly improve detection efficiency. Therefore, in most cases, it's considered unprofitable.

What form of summary will be provided?

We can present our research findings in various forms. The standard method of summary is through a report, which is always adapted for each project’s needs — for example, a summary of usability testing will include screenshots illustrating particular problems. We can also create a knowledge repository consisting of our observations. In this way, our consultancy becomes the point of departure for further development of knowledge at later stages of a project (the approach known as Atomic Research). In most cases, we can also arrange a workshop meeting for the client's design team. During this session, we will collaboratively discuss the next steps based on the research conclusions.

I encountered an unusual challenge related to usability — could I test it?

Usability testing is not limited to websites and mobile apps. We can apply our testing processes to all sorts of brand touchpoints, including even a service delivery process in the field. When combined with a range of ethnographic methods, task-based research can cover highly unusual issues and complex research problems. Before beginning the research, we will analyse your product or service and propose a test scenario crafted for particular usability challenges.

Meet selkie.study

Several years of experience in dozens of research projects.


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Audits and comparative analyses

See the way our knowledge and experience could support your project.