Understand the people using your service

How to choose a research method, create a plan and interpret findings to put into practice.

How to create and share a summary report of your key insights to learn more about your users.

Understand how to engage people involved in your change projects and anyone impacted by the outcome of your work.

Learn more about your service or product by using in-person observation and to understand how people interact with it.

Learn more about your service users’ needs by listening to service calls and recording your insights.