Human Research
Helping businesses help people
The goal of human research, for me, is to help businesses help people by making products, services and experiences that truly meet the needs of their users, as well as being delightful and easy to use.
At the same time, I'm driven by commercial success, which I believe can only ever be short term if not based on meeting genuine user needs. I've more than 20 years' experience in user research for product development and experience design. I've led research efforts both as a researcher in cross-functional teams, and as research team lead. I enjoy helping others develop their skills and deliver quality work.
I love collaborating through the entire design process, and helping to shape what often start out as ambiguous and fuzzy problems and research questions. Complex digital products and experiences are my sweetspot, but I've also worked on physical experiences and processes, where user journey research has been important. I'm not one to hand over my research findings and go - I prefer to work with teams to see them through to a successful outcome. I've found that the best test of effective research, and my research practice has undoubtedly developed and improved through doing so.
My research experience is diverse. Beyond user research I've researched branding; CX measurement including NPS / CSAT / SUS; propositions; and markets, among other things. I draw on a variety of methods, both qualitative and quantitative, generative and evaluative, primary and secondary, but I most enjoy using mixed methods to get rounded answers to questions.
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I'm energised by learning about people, and have invested significant time studying them academically, to help my research practice. I've an MSc in Human-Computer Interaction Design, a BSc in Psychology, the Market Research Society Post-Graduate Certificate and an MA in Philosophy, Politics and Economics. I'm always looking for new ways to sharpen my research skills through study and professional practice.
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In my spare time, I love being outdoors, running, hiking, camping or sailing - or just walking with my dog. In case that sounds too healthy, I also enjoy pubs. Seeing friends, reading and cooking are other favourite activities, my signature dish being risotto.