Social & Public Service Research

User research to identify the needs and aspirations of the people regarding public services. The ability to explore and evaluate public services will enable you to enhance the effectiveness of processes and improve the satisfaction of those you serve.

Research Capabilities

Here are some research approaches that can be undertaken to gain deeper insights into the users of public services

Fundamental
  • Explorative research, thoroughly researching trends and the needs of the target user before launching services or building infrastructure. Identifying what people genuinely need and expect from public services

Evaluative Research
  • User Experience Research, understanding how the public interacts with public services and identifying the obstacles or challenges they encounter.

  • User Satisfaction Research, measuring the level of public satisfaction with existing services

  • Service Performance Analysis, evaluating the performance of public services based on existing KPIs and identifying areas needing improvement

  • Policy Impact Analysis, assessing the impact of new policies or initiatives on the community and the services provided

Research Approach
Method Used
  • Survey

  • In-depth Interview

  • Focus Group Discussion

  • Field Observation

  • Trend Analysis

  • Service Benchmarking

  • User Journey Mapping

  • Usability Testing

  • and many more

Let's collaborate to enhance service performance.