Platform Discovery

This package is designed to evaluate whether your service is effectively meeting performance metrics and supporting your strategic goals.

It focuses on analysing key aspects such as the alignment with key performance indicators (KPIs), seamless user experience and strategic objectives. Specifically, it assesses whether your Information Architecture (IA) facilitates self-service and smooth completion of key user journeys, whether your content design is clear and easy to understand, and if your platform consistently directs users to external services while maintaining a seamless user experience.

What’s included?

Step 1:

Scope and planning workshop

This initial workshop establishes the foundation of the project by defining objectives, identifying key stakeholders, and agreeing on the key performance indicators (KPIs) that will measure success. It ensures that all parties have a shared understanding of the project’s goals and scope, aligning expectations from the outset.

Step 2:

Platform and existing research review

We conduct a comprehensive review of the existing platform and any prior research. This step involves analysing current user data, research findings, and platform performance metrics. The goal is to understand the platform’s current state and identify any gaps or opportunities for improvement.

Step 3:

Data and analytics review

We thoroughly review existing data and analytics related to the platform, focusing on user behaviour, performance metrics, and trends. This data-driven analysis helps us understand how users are currently interacting with the platform and where improvements can be made.

Step 4:

Develop a research plan

We create a detailed research plan that outlines the methodologies and tools to be used for gathering insights from stakeholders and end users. The plan includes the scope of research activities such as surveys, interviews, and usability testing, ensuring systematic data collection to inform decision-making.

Step 5:

Stakeholder engagement

We engage with key stakeholders to gather their insights, expectations, and concerns regarding the platform. Through interviews or workshops, we ensure that stakeholder perspectives are fully understood and integrated into the research and design process.

Step 6:

End user engagement

We conduct surveys, focus groups, or interviews with a representative sample of end users to understand their needs, pain points, and experiences with the platform. This step is crucial for ensuring that the platform meets the real-world needs of its users.

Step 7:

End user testing

Usability testing is conducted with end users to validate the effectiveness of the platform. By observing users as they interact with the platform, we identify obstacles or frustrations and gather feedback on potential improvements. This iterative testing process helps refine the platform design based on user input.

Step 8:

Research analysis and platform recommendations

After collecting all data and feedback, we analyse the findings to identify key insights and trends. We then provide actionable recommendations for improving the platform’s performance, user experience, and alignment with strategic goals. These recommendations will guide the next steps in platform development or optimisation.

5 Deliverables and benefits you’ll receive

Comprehensive research report
A detailed report that provides a thorough analysis of your platform’s efficiency, its features, and how users engage with it.
User journey mapping
Visual maps of the most critical user journeys on your platform, showing the step-by-step process users take to achieve key tasks.
Baseline testing results
A report that showcases the results from user testing, including insights on how easily different types of users can navigate and complete key tasks on your platform. The report will include data on timing, eye tracking, and hover/click behaviour..
Platform/feature recommendations
A tailored list of actionable recommendations based on the platform research and user testing. These recommendations may include suggestions for integrating with other services, restructuring information architecture, updating content design, and more.
Product evolution roadmap
A prioritised list of actions based on the recommendations, organised by impact and feasibility. This information will be based on the research and data we collect throughout the project.