Homeless Link
Knowledge Hub User Research
Homeless Link is a national membership charity for organisations tackling homelessness in England. They provide resources, training, up to date news and statistics to help staff across the industry, from front-line to senior management.
We conducted 10 usability testing sessions to test the ‘Knowledge Hub’, ‘Training’ and ‘Homeless England database’ areas of the website. This led to a set of prioritised opportunities to improve the user experience of the website and wider service.
Activities: Usability testing, Google Analytics
Full case study coming soon…
Content Strategy and User Experience
Trust for London
Trust for London exists to tackle poverty and inequality in London. One of the ways it does this is by providing grant funding to projects that align with its mission.
We led research to understand what information is important to potential applicants when applying for grant funding. This generated research insights, new structure, content strategy and new page wireframes to help the team improve the funding area.
The outcome was to help make it easier for potential applicants deciding to apply and to reduce the number of unsuccessful applications.
Activities: Card sorting, usability testing, survey, analytics, analysis of common queries, content audit, wireframes and user journeys
Full case study coming soon…
Q, The Health Foundation and Design for Joy
Q Journey Mapping
Q is a community bringing together people working in quality improvement for health and care. We worked on this project in collaboration with Design for Joy.
We led 2 rounds of research with members and non-members, prototyping and testing 2 core journeys. This led to opportunities to improve the design of the join Q journey and connecting with other members in the service; to better meet user’s needs.
Activities: Task analysis, Google Analytics, Interviews, Ideation, Prototype testing
Full case study coming soon…
UK Health Security Agency (UKHSA) via a design agency
National Poisons Information Service (NPIS) Discovery
I embedded in a team for a 10 week discovery on the National Poisons Information Service (NPIS).
NPIS exists to support healthcare professionals to appropriately advise patients who have been poisoned. The aim is to keep people safe and reduce the amount of unnecessary hospital admissions. The service is supported by a database that holds data on hazardous products and their ingredients, yet this is out of date and not fit for purpose.
We set out to understand the needs of people using the service (e.g. specialist staff) and those providing product data to it e.g. (industry professionals) to discover what’s currently happening and why. This helped to inform the decisions around how to solve the problem and what the service needs.
Activities: Observation, walkthrough, usability testing, service mapping, data analysis, stakeholder interviews, surveys, service design
Full case study coming soon…
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We’ve worked with
Some of the organisations we’ve worked with
Learn more about Sophie’s user research experience that spans 9 years working in the industry
What people say
“Sophie planned and facilitated brilliant, engaging sessions with users and stakeholders alike. These sessions were always really human and comfortable, and made space for discussion and sharing on a topic that was often difficult. Sophie really understood the needs of the client and the wider strategic picture, and developed workshops and outputs that met both the immediate research need and the longer term strategic need. I was genuinely excited to share these outputs with the client, and can't wait to see how these artefacts help shape and develop their thinking over time.”
Product Director, Design Agency