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UX starts with people

For us, user-centred design is not a project phase but an attitude that runs through the entire project. From the first stakeholder interviews to user tests after release, we base decisions on real users: researched qualitatively, backed up quantitatively.

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The illustration shows the Double Diamond model: two diamonds in a row, each opening out and then converging again. The narrow point in the middle and the result on the right are highlighted.

Starting point

Deciding on facts, not assumptions

Human-centred design to ISO 9241-210 means that the people who use your platform every day are at the centre of every project phase. We clarify the problem first, then we build the solution.

Abstract graphic: a narrow green shaft of light leading deep down into the darkness.

Qualitative

Answers the why: why users behave the way they do, where they get stuck, what they really need.

Abstract graphic: a wide cyan arc above a straight baseline.

Quantitative

Delivers the how much: how many, how often, how successfully.

Abstract graphic: two violet circles of light whose overlap glows brighter than either.

Together

Give a reliable picture instead of a gut feeling. Because the most expensive changes are the ones made later to features that were built without regard for users.

Across the life cycle

Four stages, one principle

In every stage we combine qualitative and quantitative methods, from preliminary analysis through to ongoing operations.

  1. Preliminary analysis & user research

    Stakeholder interviews, contextual inquiry and process analysis show where the real problems lie. From these come personas, user journey maps and a jobs-to-be-done picture. Supplemented quantitatively by screening surveys and baseline figures from web analytics.

  2. Design and prototype tests

    The insights become wireframes and clickable prototypes, tested early with real users: card sorting and tree testing for the structure, usability tests and think-aloud for the interaction. We iterate until the processes work.

  3. Development iterations

    In every implementation step we check the result against the user requirements: UX QA, accessibility checks to WCAG and usability spot checks. Before release comes acceptance testing with your real users.

  4. Tests after release

    The most meaningful data comes from live operations: continuous discovery, live A/B tests, analytics, heatmaps and session recordings. SUS and NPS make progress comparable and feed back into further development.

A user journey map in the cloudtec Stack for requesting a quote, with notes per phase and a mood curve that dips at the request step. In front of it, a usability test on the prototype with three tasks and the SUS score after release: 81, nine points more than at the first release.
Scope

How much user research does your project need?

Not every project needs the full depth. For an internal administration tool, structured assumptions, a proven design system and targeted usability spot checks are enough. For a customer-facing portal with a large number of users, we invest considerably more.

  • In every project: alignment with those involved, personas, usability review and acceptance testing.
  • As needed: user interviews, quantitative surveys, moderated usability tests, A/B tests and post-release studies, quoted separately.
  • Design: the design implementation, from wireframes to the design system, is delivered by our Enterprise UX service.
User research planning for a customer portal in the cloudtec Stack: alignment with those involved, personas, usability review and acceptance testing are part of every project. User interviews, moderated usability tests and A/B tests are added for the customer portal as needed and quoted separately. Alongside, the first round of interviews with four of six conversations done.

Build what users really need

Whether it’s a first idea or a running platform: we’ll show you how we involve your users in every decision.

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