Blog

Research from the ground up

My current workplace is very new to the idea of user research. When I started in 2019, all my usual 'first three months' plans went...

Developing personas and keeping them relevant

At Aptitude Software I have led a significant piece of work on personas to bring a richer understanding of our end users to the software...

Improving search functionality

Citizens Advice aims to provide the advice people need for the problems they face and to improve the policies and practices that affect...

Developing a comprehensive feedback strategy

When I joined Citizens Advice, I was presented with the challenge of building, developing and refining their feedback strategy. To...

How to prioritise 3,000 pages? Start with data

In my current role as Digital Strategy Lead at Citizens Advice, prioritisation is one of the most complex issues I face on a near daily...