User research
We design our solutions with the customer in mind, learning from them to create services which fit.
User research helps us understand the people who use our services so we can build what they actually need. At the GPA we use evidence from user research, rather than assumptions, to identify problems and guide our design decisions.
Why user research matters
User research helps us understand our users’ experiences and the environment in which they use our services.
Through user research, we learn:
- who our users are
- what they are trying to do
- how they do it now
- how their life or work influences their choices
- how they use and experience existing services
This helps us:
- understand user diversity and accessibility needs
- understand the social and technical context of our services
- challenge assumptions
- build consensus and consistency across teams
- improve the overall user experience
The better we understand our users and the context of their lives, the more likely we are to build a service that works for everyone.
How we conduct research
User research at the GPA follows clear steps to show how people interact with our products and services.
Desk research involves reviewing existing data and documentation. This helps us establish a baseline and identify gaps in our knowledge.
Quantitative research shows us what is happening at scale. It helps us identify broad patterns of use across our estate, for example:
- reviewing system analytics for room and desk bookings
- analysing survey responses to measure satisfaction and trends
Qualitative research helps us understand why these patterns happen. It shows us how people experience our services and technology in their daily lives. To achieve this, researchers:
- observe users as they interact with building technology, such as tapping in or connecting in meeting rooms
- conduct in-depth interviews to understand the needs and challenges of different user groups
Researchers look for patterns across these observations, quotes, and interactions. This gives the GPA clear evidence to improve processes, refine designs, and make services easier to use.
Standards
All of our research is conducted in line with a rigorous set of ethical standards and in line with our User Research Privacy Notice.
We always obtain informed consent from our volunteers, explaining the purpose and what each participant is consenting to regarding their data and participation. This consent can be withdrawn at any time.