Designed user exploration research for a repair product to help connect to customers & understand their needs

Client:

MY ROLE:

Design Researcher

WORKING WITH:

Founders & Design Lead

SECTOR:

D.I.Y / Sustainability

DATE:

Sep ‘14

How might we connect with new users, sustain repeat customers and see how the product is understood by people?

overview

The two main problem focus areas were a low percentage of first time customers were returning and the user base tended to be male dominated.

Sugru is a mouldable glue, that allows people to fix bicycles, kid-proof cameras and many other things. They became popular in the Fix it yourself community that had formed in response to mass consumption.

part one

Live User Testing

I arranged for a stall at Greenwich Market in London and over two days conducted over 30 in person interviews and demonstrations, asking the participants to use the product to fix an iPhone cable, one of their main product uses.

PART TWO

Synthesis of Results

Next I gathered all the responses and fixes people had made and started rounds of synthesis. I graded the fixes based on their level of effectiveness in fixing the cables to determine if its an easy fix and what level of instruction people would require.

We could see that the cable fix could be categorised as a mid-expert level fix and recommended another easier fix be promoted on the website and packaging.

PART THREE

Report on Findings & Recommendations

I created a report to showcase the research learnings and how they could be applied to parts of the business. I began with an executive summary to allow for anyone to read the report and understand the purpose of the research.

The DIY / Repair community had become a space mainly contributed to and stereotyped as being for men. The product was created by and the company founded by a female but this message was not getting across to users.