You are responsible for delivering a service and you need to increase efficiency, reduce costs and improve patient outcomes. There are lots of changes you could make, but you need confidence that you are making changes based on evidence rather than anecdotal feedback.

You have a some existing insight but you need to engage with the people using the service in a formal way.

Activities

We design and conduct a short piece of qualitative research to understand and map people's experiences of your service. We explore:

• Existing needs
• How needs are being met
• Tasks they need to complete
• Behaviour
• Emotion
• Pain points
• Service gaps
• Opportunities

We encourage our clients to feed into the research plan and to observe the research. The research can be conducted remotely or face to face.

We create a detailed recruitment brief in collaboration with you and we recruit inclusively to ensure we have representative insight.

Optionally, we can also include conduct quantitative research.

Outputs

• Structured and prioritised evidence around what people need from your service
• A detailed understanding of the current experience
• Opportunities to explore