At U1, our mission is to provide clients with crystal clear certainty in digital execution. This means uncovering the valuable insights that make or break your digital platform, and recommending solutions that align your strategy and resources.

Why clients choose us

You can trust our highly skilled consultants to dig deep into the minds of your users – rigorously testing, researching and evaluating. We then advise on the best path forward to create a product your users will want to come back to, again and again.

We are not web developers, but you can rely on us to provide an end-to-end solution.

U1 has many long-standing partnerships with carefully chosen web developers to bring your digital platform to life. Alternatively, you can ask us to collaborate with your internal web team, or consult at any stage of your project lifecycle to improve what you’ve got.

As we are specialists in research, insight and strategy – not a Jack Of All Trades – our team is driven to produce the best results. We deliver assured Return On Investment for your business; we are not swayed by what we’d prefer to build, or what’s easiest to code.

When it comes to the fundamentals of digital experience – user research, insight and strategy – we’re the best in the business. And that’s why we’ve been around for 13 years.

Since the beginning, our team has tried and tested thousands of digital experiences and been fortunate enough to work with all kinds of clients with diverse business challenges. We understand how people interact with the digital world.

With U1, achieve certainty in digital

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What our clients say about us

“U1’s support was invaluable on our project; it was very helpful to have their impartial view and expert opinion. The research conducted was excellent, it really gave us a good sense of what our users really need and want.”

Kelley JohnsonWeb Manager, Australian School of Business (UNSW)

“We engaged U1 to help us improve the overall user experience of our new website. They really immersed themselves in our business to understand both the system and its key components. They then helped us implement the research findings so as to enable an elegant new solution which follows best practice in every possible manner.”

Rob HarrisFinancial Services Manager, NAB Wealth

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U1 offers a range of tools and techniques to help you create and tune your user experience.

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Journey overview

Our process

The following chart details the research activities we recommend you undertake to reach your project goals.

1 23 4 5

From the get-go, we arrange a kick off meeting to discuss project objectives, schedule and expectations. This collaboration - with you and other stakeholders - determines our action plan moving forward. The end result? We walk away from this phase with a clear understanding of what research methods best suit your goals, and how your project will be carried out.

Once we’ve got a plan in place, we move on to in-depth research. Customised to suit your individual project, our consultants find ways to dig deep and find the insights you need. Examples of testing methods include moderated user testing, online testing, user surveys, interviews and focus groups. You then get a full run-down of what’s not working, and why.

The results we generate from our research pave the way for your digital strategy. Through careful analysis, our consultants identify areas for improvement and how you can transform them. We also look at things like competitors, persona development and content strategy. In the end, you get effective and actionable recommendations that inform the next step of the process: interaction design.

Interaction design involves establishing the functionality of your site. Using insights gained from research and strategy, we conduct activities (such as online IA validation, card sorting, prototyping and wireframe testing) that help us devise the most seamless frameworks for your site - that meet both user requirements and organisational goals.

Our interaction design frameworks and recommendations are passed on to a developer, and you finally get the platform you’ve been dreaming of. To maintain the experience and optimise your investment, we devise a realistic governance strategy for you - this is the final step of your project journey. Over time, you may contact us to assist with periodical user testing, analytics review and ad-hoc consulting.

INITIATE RESEARCH STRATEGY INTERACTIONDESIGN

EVOLUTION

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We research harder, dig deeper and test more

than any UX company in Australia.

Research

Global ResearchWe conduct independent desk research and critically evaluate the strengths and weaknesses of other websites within your sector.

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arch

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Focus groups Group dynamics provide an ideal forum to explore common themes and variances amongst participants. Through such qualitative discussions, you gain insight and feedback, and become equipped to build a strategic framework that addresses participants’ opinions, needs and expectations.

010

In-depth interviewsOne-on-one qualitative interviews allow us to dive into the wants, needs and expectations of individual participants. Representing your target market, these participants provide us with information, features and content users want your website to include.

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arch

011

Moderated user testingThese one-on-one lab based sessions provide you with the opportunity to observe user behaviour first-hand. Seeing what shapes user preferences helps project stakeholders understand the user experience, as well as familiarise themselves with expectations, perceptions and satisfaction.

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TASK RESULTS

Participants 1 2 3 44 5 6Task

1a Initial Application

1b Personal Details

1c Employment Details

1d Financial Details

1e Credit Limits

1f Review Application

1g Submit & Finish

Moderated user testing - continued

Multi-device testingAt U1 Group, we don’t just test how users interact with your organisation on a desktop, we also test how users access your site on a variety of mobile phones and tablets.

Tobii Eye TrackingWe have our own advanced in-house eye tracking lab, in which we use infrared technology to study what users are looking at when interacting with your website - on desktop and mobile devices.

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Innovative eye tracking technology in action. A moderator views what the user is looking at while they interact with a website online.

Online user testing allows you to target a large number of users in any location (nationally) and on any device. It is conducted using Loop11 (an online tool developed by U1 and renowned as a global leader in online user testing).e that your website meets UX best practice – or identifies improvements that need to be made.

Online user testing and surveys

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Most common success page

Most common fail page

Time to complete tasks (secs)

Overall task completion rate

Task description to participants

Number of participants

User interactions

Participant path analysis

Clickstream and heatwave analysis

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An example of online the step by step user survey using the revolutionary Loop 11 software.

Online user testing and surveys - continuedAchieve quantitative insight into who’s looking at your site, why they are there, and whether they’re achieving their objectives or not. Such results from true intent surveys pave the way for future research as well as providing benchmark metrics for further development.

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Were you able to successfully complete the primary purpose of your visit?

Online user testing and surveys - continued

Data generated – such as satisfaction levels, time spent and task completion scores – provides quantitative insight that complements results from lab based testing.

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What is your overall satisfaction with the website today?

Accessibility reviewWe conduct a detailed accessibility review to ensure your organisation is compliant with WCAG (2.0) Level A, AA or AAA standards. Compliance ensures all users including those with physical, sensory and cognitive impairments or disabilities can view and interact with content on your site.

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Expert review and manual inspectionof homepage and high-level index pages code using a variety of web developer tools and page sources.

Review search forms and search results (successful and unsuccessful queries).

Navigational elements of the site.

Online media such as interactive or audio-visual content.

PDF reviews are executed with

Adobe Acrobat X Pro.

Test legislative compliance with WCAG (2.0) Level AA standards.

Manual inspection coupled with automated technology ensures every potential user can access the website/interface, including those with physical, sensory and cognitive impairments or disabilities.

Forms/ Complete processes and user task flows.

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Example of review output.

Example of specific area review.

The HTML attribute longdesc should be utilised to describe charts, diagrams and any other image that requires a long explanation.

alt=”Image: V/Line Inform - Create an account: Step 1 of 4

<area href=”#north_eastern” coords=”211, 93, 326, 122” shape=”Rect”/>

The brief description provided through the alt attribute does not offer users the same information communicated by the diagram, therefore cannot be considered an equivalent text alternative

Not all the image maps available on the website provide text alternatives for their selectable regions. As a result, this map is completely inaccessible to blind users.

 

 

<area  href="#north_eastern"  coords="211,  93,  326,  122"  shape="Rect"/>  

Example of detailed accessibility audit.

SUCCESS CRITERION CLIENT X WEBSITE

Non-text Content (1.1.1) – Level A Does not comply

Audio-only and Video-only (Pre-recorded) (1.2.1) – Level A Does not comply

Captions (1.2.2) – Level A Does not complyAudio Description or Media Alternative (Pre-recorded) (1.2.3) – Level A

Does not comply

Captions (Live) (1.2.4) – Level AA Not Applicable

Audio Description (Prerecorded) (1.2.5) – Level AA Does not comply

Info and Relationships (1.3.1) – Level A Does not comply

Meaningful Sequence (1.3.2) – Level A Caution

Sensory Characteristics (1.3.3) – Level A Complies

Use of Colour (1.4.1) – Level A Does not comply

Audio Control (1.4.2) – Level A Not Applicable

Contrast (Minimum) (1.4.3) – Level AA Complies

Resize text (1.4.4) – Level AA Does not comply

021

Accessibility review - continued

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Strategy

Sample Persona

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tegy

TROY, 24, SUNSHINE, VIC. Troy is a fun-loving and outgoing guy who likes fast cars and hanging out with his mates. Following in his dad’s footsteps,

he is a spray painter at a large car manufacturer.

“I’m here for a good time, not for a long

time.”

DEMOTIVATION

LAST EXPERIENCE

DOESN’T ENJOY ENJOYS

MOTIVATION

NEXT EXPERIENCE

TECHNOLOGY EXPERTISE LEVEL - 6/10

RELATIONSHIP WITH BRANDRELATIONSHIP WITH PRODUCTTROY HAS A PS3 AND A SAMSUNG FLATSCREEN TV.

DEVICES & PLATFORMS

GOALS & EXPERIENCES HOBBIES + INTERESTS

IT & INTERNET

FORMS

SOCIAL NETWORKS

USING MOBILE

FAMILIARFAMILIAR LOVELOVE DON’T KNOWDON’T KNOW DISLIKEDISLIKE

I hate feeling unfit so i do weights at the gym. I also worry about my drivers license - i only have 9 points left.

Beers with mates at the MCG after watching my team, Collingwood, play.

I live at home with my parents and younger sister. My mum cooks but I helps out around the house on weekends.

My life revolves around cars. Driving them, talking about them with mates, or saving money for modifications - you name it.

A boys trip to Kuta, Bali!

My favourite show is Entou-rage. And I like watching clips of cars on YouTube. I also like shopping on Chapel St, and clubbing and meeting chicks.

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Be sure to cater for all members of your audience by creating sample personas that represent key market segments.

Customer Journey Map

BCN

ExperiencePatient

Supporter

“Why me?”“am I going to die?”

“ready to face the world now”

Diagnosis (fog)

“Post fog” Post treatment

Must focus on ge�ing through

treatment.No horror stories please!

Treatment

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Need

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Read

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ACTIONSLONE SURVIVORS

SOCIAL SURVIVORS

LEGENDS

NEEDSFEELINGSWEBSITEBARRIER

Refe

r to

“My

Jour

ney

Kit”

Not “

all a

t onc

e”

Build

ing

netw

orks

, rea

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Acce

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ost-

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reas

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Bein

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to o

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Fund

raisi

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harit

y

even

ts

“What now?”

BREAST CANCER PATIENT ‘Sjourney map

•“Are they going to die?”• Shock

• How to support• Glossary of medical terms• Support networks for family

• Going to the website• Searching for information• Trying to understand everything

• Brochure listing the ‘My journey Kit’ (pink card) to list all the other di�erent resources that patient can order from BCNA9

BCN Journey Map

• Provides patient with reputable and trustworthy information• Orders patient the my journey kit• Advise partners

N

N

F

N

F

BNB

A

A

A

Don’t panic messageYou’re not alone

OPPORTUNITY

Tracking expenses

NN

NN

NN

024

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Journey maps illustrate the different touchpoints between your users and your organisation or service. They tell an engaging story based on the user’s experience and are used to illustrate and understand the potential impact of recommended changes.

Resource Allocation MatrixDevising a resource allocation matrix allows us to define exactly what tasks need to be addressed to achieve the best outcome, and by whom. This approach makes task management and accountability a breeze - and ensures that during the rigorous research process, nothing gets overlooked.

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Stra

tegy

TASK RESPONSIBLE ACCOUNTABLE

ONLINE BRANDING SHEFIK BEY SHEFIK BEY

ANALYTICS MONITORING SHEFIK BEY SHEFIK BEY

ONGOING PROGRAM AND USER TESTING SHEFIK BEY SHEFIK BEY

SITE ACCESSIBILITY SHEFIK BEY SHEFIK BEY

SOCIAL MEDIA MANAGEMENT AMANDA SINCLAIR SHEFIK BEY

CONTENT CREATION AMANDA SINCLAIR SHEFIK BEY

CONTENT REMOVAL AMANDA SINCLAIR AMANDA SINCLAIR

NEW FEATURE DEVELOPMENT AMANDA SINCLAIR AMANDA SINCLAIR

HOSTING SHEFIK BEY AMANDA SINCLAIR

TECHNICAL IMPLEMENTATION SHEFIK BEY AMANDA SINCLAIR

DESIGN WORK SHEFIK BEY AMANDA SINCLAIR

USER TESTING SHEFIK BEY AMANDA SINCLAIR

Interaction Design

Information architecture (IA)

Moderated card sortingIt’s our mission to help you build the most user-friendly site possible. After all, intuitive, uncomplicated websites keep customers coming back. Card sorting helps you identify how people classify content – equipping you with the start of an effective Information Architecture (IA).

Inte

ract

ion

desi

gn

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Information architecture (IA)- continued

Online IA validationComprehensive results from an online IA validation ensure the proposed IA is intuitive, clear and easy to navigate. The analysis also highlights any strengths and weaknesses that can assist in further development.

Inte

ract

ion

desi

gn

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WireframingWe can provide high quality wireframes that demonstrate the best possible design solution. The benefit of engaging with us is that there is nothing lost in translation when moving from research findings to design.

Inte

ract

ion

desi

gn

029

Expert reviewAn expert usability review provides project stakeholders with confidence that your website meets UX best practice – or identifies improvements that need to be made.

Evol

utio

n

030

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Here is an example of what we can do for you...

Our Approach:

We conducted a combination of moderated and online user testing in order to gain both qualitative and quantitative evidence of each of the positives and negatives of the site design. Participants were split based on whether they had donated previously to identify if they performed better or worse than those who had never been involved to address the issue of encouraging new donors. In the one-on-one sessions, 24 tasks were covered which targeted a range of topics including the information architecture, methods of initial navigation from the homepage, search features and terminology. In the online testing, 14 of those tasks were also covered.

Background:

The Australian Red Cross Blood Service (ARCBS) is a nationwide organisation with over 3,000 employees who organise and help in the collection of blood donations from over 520,000 Australians. A crucial part of the collection process is educating the public and increasing awareness of the benefits and opportunities to donate. ARCBS came to U1 to investigate ways in which visitations to the site could be increased and how to better organise content with the aim of improving public awareness of, and participation in, giving blood.

Results &recommendations:

Due to the coverage of a large number of tasks, there was plenty of penetration into a range of areas in the site. The results also isolated some key areas which, when queried in the moderated sessions, appeared to have a significant effect on whether participants would donate. The online results indicated that there was still work to be done especially around trying to find specific information on where and how to donate. As a result of U1’s recommendations, ARCBS improved their site in order to make locating a donor center easier, enhance the registration process and helping the user to better understand the eligibility criteria.

Australian Red Cross Blood ServiceProject: Increase visitation to website in order to raise awareness of blood donation

Case study

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Devoted

to thinking outside the box

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At U1 Group, we’re proud to provide unrivalled research, insight and strategy. Achieve certainty in execution. Digital that delivers.

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Make every moment count