Danny Hearn

User Research

Helping to

uncover user insights to make the right decisions

Through a series of research activities, we’ll uncover the goals, needs and challenges your users have when using your service or product.  Align the organisation around the user’s experience to create a solid focus and improve your digital design and services.

Is this you?

It’s getting tricky with our agency…

  • We got burnt on a website redesign before and want to get it right.

  • Our web agency doesn't like it when we keep making changes.

  • They are great at designing the look and feel, but don't seem to understand our customers.

  • We want to have more confidence that our website redesign will work before we spend lots of time and effort.

Poor performing website or service

  • We don't know why customers aren't buying or using our service

  • We want to optimise our conversion rate

  • We don't know how to explain our products or services in a way that connects to our users

  • We're stuck on designing the navigation or clear journeys on our website

Strategy and stakeholders

  • We are developing our strategy and need to build in the customer perspective

  • We need to influence a stakeholder about a key decision

  • We don't have a shared language or understanding of our users

How I can help

I can conduct user research and provide you with the valuable insights you need to help you move forward with a decision, crack a problem or inform a new design project.  I’ll work with you to make sense of user insights, turning them into ideas and design prototypes for user testing and further learnings. 

Together we can tailor a package of support with activities such as :

  • Live testing your website with real users and video highlights to share with stakeholders (can be very persuasive!)

  • User focused stakeholder and SME workshops to draw out existing knowledge

  • Designing surveys to validate assumptions and understand what areas to focus on first

  • Reviewing other sources of data from traffic, customer feedback and social media

  • Developing a no-code interactive prototype to test ideas with real users and demonstrate concepts

  • Supporting a business or development team solve a challenging user problem

  • Reporting and interactive playback sessions to help the team reflect on next steps

Outcomes you can expect

  • A shared understanding on what the user needs are and how they measure success
  • A different lens for viewing your service / product / website, an ‘outside-in’ perspective
  • A starting point or renewed focus on how to improve user experience
  • Support for marketing, content and comms messaging

All of this activity can be supported alongside follow up collaborative sessions to help make sense of the findings and determine next steps.

My relevant experience

  • Research design lead (with Clearleft) working with Burberry.com on their new checkout
  • Conducted user research and design on projects for lots of organisations including Fitflop, Agent Provocateur, Speedy hire, Beauty Pie, COOPs UK, British Tinnitus Association
  • Upskilled team and embedded user research practice at Clarks
  • Managed and grew the UX and research team at John Lewis
  • Trained and mentored an increasing number of charities to carry out their own user research with the DOT PROJECT.

My previous work

Increasing new memberships with rapid experimentation

I helped a startup explain their disruptive beauty business model to their customers, resulting in an uplift of 44% for new membership conversion.

“Danny is by far the best consultant in his category that I have ever worked with. Truly great digital experts, for me, have been hard to come by. Danny is different. He is principled, rolls up his sleeves, has a plan, sticks to it, is flexible, but knows his science, and OWNS the deliverable as if he’s a part of your business. I would have him back in a heartbeat.

Marcia Kilgore – Founder