See yourself through your customer's eyes.

Person being interviewed with dog on his lap

To create products and services that are genuinely valuable to your users you need to know who they are. What are their drivers and needs? What environments are they going to be using your product in? We use a variety of research methods to help you build understanding and empathise with your users.

What we do


Lushai projects are collaborative. In the planning stage we work with you to identify what your organisation needs from us to make the project a success. We establish budgets, deadlines, stakeholder needs, technical needs and process. Different types of organisations have different needs and getting this right sets the project up for success.

Research design

We help you to clarify your research goals and design the programme most likely to get you valid results. We look at project constraints such as deadlines, budgets and access to users. We look at how the research will be used and design our data gathering to optimise the usefulness of the data we gather.

Fieldwork and data gathering

We may help you gather insight remotely through interviews or surveys. We often get out in the field and spend time with your users. We do whatever is required to build empathy with your users and customers. Our research methods depend on the problem but common approaches include:

  • Ethnographic field research/contextual enquiry
  • User interviews
  • Collaborative design methods
  • Survey design and delivery

Analysis and synthesis

We do the hard yards of data analysis. We rationalise, analyse and synthesise the data we have collected. We identify trends, seperate out assumption, and discard false positives. We identify pain points, opportunities and recommendations to take through to design.

Communication & engagement

We are experts at analysing, packaging and communicating research so it is compelling and usable, not locked away in a drawer after delivery. We figure out how to engage your stakeholders, planners and designers so they work from a place of understanding and empathy built on evidence and not assumption.

Case studies that feature user research

Design scamps and photos on a board

Designing for dangerous places

Helping make hazardous workplaces safer with user centered design.

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iPhone 4 phone showing Jewish Online Museum Website

Researching small
businesses for Kiwibank

Seeing Kiwibank from their customers' perspectives.

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Flybuys Website

Designing Fly Buys

Designing for New Zealand's most popular Loyalty programme.

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Screen shot from MOE project

Less reporting, more teaching

Designing for teachers with the Ministry of Education.

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