Design Research

Service design research is about understanding a service from a variety of perspectives. Research in this phase is about understanding the current perceptions and experiences of a service both from a citizen and front-line staff perspective.

Internal Research

Projects typically begin with internal research to build a shared understanding within the team of how a service operates. 

Internal research activities might include:

Field Research

Field research is about going out into the world and seeing a service from the citizen’s and front-line staff’s perspective. The type of research you conduct and the methods or tools you use will depend on what information you want to discover about your users or the service.

Field research activities might include:

Research conducted both internally and externally will be used in the Research Analysis Workshop to uncover insights from the research data. These insights will be used in the Opportunity Phase to develop opportunities that can later be prototyped and tested.