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Service
User Research
Understand your users. Build with confidence.
We uncover what people need, how they behave and where they struggle—turning real evidence into clearer priorities for your website, product or service.
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Why assumptions lead to weaker experiences
Decisions based on opinion
Internal perspectives often replace real user evidence, making it difficult to know which problems genuinely matter.
Hidden user barriers
Analytics can show where people leave, but not always why they struggle, hesitate or abandon an experience.
Research without direction
Insights lose value when they are not translated into clear priorities, recommendations and next steps.
Key Capabilities
What we deliver
Research planning
Define the questions, audiences, methods and success criteria needed to guide the research.
Stakeholder interviews
Capture internal knowledge, commercial objectives and competing perspectives across your organisation.
User interviews & testing
Speak directly with users and observe how they interact with existing products, prototypes or journeys.
User research & insights
Understand your audience through data, interviews, and behavioural analysis.
UX strategy & user journeys
Clear flows and structures that guide users toward meaningful actions.
Insight synthesis & recommendations
Translate research into prioritised findings and practical recommendations your team can act on.
C&W partnered with Pion to rebuild their marketing site in Webflow, streamline their positioning, and create a scalable design system ready for rapid expansion.
From the blog
Insights
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FAQ
Common Questions
What types of user research do you offer?
We use methods including stakeholder interviews, user interviews, usability testing, surveys, analytics reviews, journey mapping and competitor research. The approach is tailored to the questions you need to answer.
When should we conduct user research?
Research is valuable before a redesign, during product development, when performance has stalled or when teams disagree about what users need. It can also help validate a concept before significant investment.
Can you research an existing website or product?
Yes. We can evaluate a live experience to understand how people currently use it, where they encounter friction and which improvements are likely to create the most value.
Can you test concepts or prototypes?
Yes. We can test early ideas, wireframes and interactive prototypes before development begins, helping identify issues while they are still easier and less expensive to address.
How do you recruit participants?
We can work with your existing customers or users, support your team with recruitment, or source relevant external participants where required.
How many users do you need to speak to?
It depends on the audience and research questions. Smaller qualitative studies may involve five to eight participants per audience group, while broader research may require a larger sample or a combination of methods.
How long does a research project take?
Focused research can take two to four weeks. More complex projects involving multiple audiences, recruitment and several research methods may take six to eight weeks or longer.
What will we receive at the end?
You will receive a clear synthesis of the findings, evidence supporting each insight and prioritised recommendations. Depending on the engagement, this may also include journey maps, personas, opportunity areas or prototype feedback.
Can you help implement the findings?
Yes. We can translate the research into digital strategy, user journeys, prototypes, interface design and development, or support your internal team with the next phase.