Smith & Nephew research
Smith & Nephew, a global healthcare product manufacturer, engaged a two-person research team to investigate customer attitudes towards the web as part of its web optimisation project. Along with another researcher, I planned, organised and carried out a series of interviews, observations and surveys during the two-month project.
What I did
- Planning and running ethnographic field reearch
- Planning and running customer and stakeholder interviews
- Persona generation
- Scenario generation
- Mental model and opportunity map generation
- Workshop facilitation
As part of a two-person team, I was jointly responsible for defining the research strategy, planning and organising sessions, and facilitating interviews and observations. The research was carried out across the UK and US, with surveys sent worldwide, and findings drawn up in a range of personas, scenarios, experience models and opportunity maps.
Psst! Want to see some sample deliverables? Look over here.
Related projects
Openreach call centre research
Ethnographic call centre research
