Frequently Asked Questions

Clients could choose how involved they wanted to be in a project. They could set the task, give us the information we needed, and receive the results — or sync up with our team at every stage to make sure everything was on track. Clients who chose the second option joined checkpoints online or in person. Here are some examples of checkpoints:

1. Setting up equipment and software for moderators

   Clients met the delivery team: they were introduced to the designers and researchers, shared the project's goals, the product and its business objectives, what was important to pay attention to, what work had already been done, who was interested in the project, who made the business decisions, and so on. This helped us better understand their needs and deliver the task at the highest level. Clients also got to learn about our experience and see examples of how we presented results.

   If a client didn't have time to join:

   We sent them the team's notes and questions from the kickoff meeting, along with information about the next steps.

2. Pre-launch meeting

   At this stage, the team walked clients through the project action plan (for example, usability testing scenarios or the stages of prototyping and design). Additional questions about product nuances usually came up while preparing the plan. Client participation in this meeting helped us plan our actions as precisely as possible.

   If a client didn't have time to join:

   We sent them the project action plan so they could leave their comments.

3. Meeting after each stage of work was completed

   We discussed the results of the completed stage (for example, issues and insights identified during usability testing) and planned the work for the next stage (for example, writing the research report). Clients helped us prioritize the next steps (for example, by telling us which issues deserved more detail, or what to keep in mind when preparing the report). We could also run a workshop with the client's product team to hand off the results as quickly as possible.

   If a client didn't have time to join:

   We sent them a topline summary of the key results, so they could see how we planned to continue the work and how to sync on presenting the project's results.

4. Presentation

   We presented the results of the completed work in an online or in-person presentation. To make sure all stakeholders got a full picture of the stage/project outcomes, we recommended holding the presentation as an interactive workshop.

   If a client didn't have time to join:

   We sent them a report or a video walkthrough of the results (available on request in advance), and incorporated their comments.