Research and analysis

Before investing in development or changes, it is worth understanding what problem you are solving and who you are solving it for. We help you think this through from the perspective of users, business and technology.

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What will you gain from working with us?

The right analysis before development does not slow things down. It is the fastest way to avoid wrong investments and make sure the solution you build actually works.

Clarity on where to invest

Decisions are based on insight, not gut feeling, helping you focus on what genuinely creates value.

Lower risk, less rework

Research and analysis help avoid solving the wrong problem or investing in development that does not create real business value.

A faster path to a value-creating solution

Focusing on the right things helps avoid unnecessary development and increase the solution’s business impact.

A better understanding of your customers

Research helps you understand what truly influences your users’ choices and behaviour.

Data-driven business decisions

You get a clear basis for decision-making and prioritisation: what to solve now, what to do later and what is not worth doing at all.

Our expertise

User research

Interviews Observations Surveys Usability testing

User research shows how people actually use your service and where problems occur. Interviews, observations, surveys, usability testing and neuro UX research help ensure that decisions are based on real behaviour, not assumptions.

It gives you an external perspective that internal teams often cannot see.

Business and pre-analysis

AS-IS and TO-BE processes BPMN Cost-effectiveness analysis Impact assessment

We map your current processes and create a clear view of how they could work in the future. We define what needs to change, what it will cost and what value it will create.

This helps clarify where you are today, where you want to go and which gaps need to be closed to get there.

Competitive and strategic analysis

Analüüs Business analysis Business concept Change management

We look at the bigger picture: the strengths, gaps and opportunities in your field. This helps you understand how to stand out not only through design, but also through strategy.

Service design and future-ready services

Design thinking Personas Service plan User journey

We look at your service not as a single channel or system, but as an end-to-end experience from the perspective of both customers and your organisation. Thoughtful service design helps reduce fragmented customer experiences, manual work spent fixing errors and duplicated tasks.

It also creates a clearer view of how the service should work in the future, so it can meet changing expectations and support your organisation’s growth.

Featured projects

Service design, business analysis, and prototype development for the digitalisation of three Kenyan public services

Design sprint Research and business analysis Service design UI design UX design

In collaboration with the Kenyan ICT Authority and under the Team Europe initiative, we carried out service design, business analysis, and created digital environment prototypes to support the digitalisation of three Kenyan public services. One such improvement is the proposed digitalisation of birth registration processes, which could reduce the average time to issue a birth certificate from one year to one day.

We conducted a current state assessment, which included on-site user research in Kenya across various regions, engaging everyday users and local communities. Working closely with service owners, we developed a solution concept. We created prototypes of user interfaces and carried out business analysis for the required process changes. Additionally, we compiled a handbook for Kenyan public institutions on implementing human-centred digital services.

Analysis of universities’ current situation to identify opportunities for joint cooperation in developing a study information system

Interviews Research and business analysis Service design

Each Estonian public university uses a Study Information System that supports academic activities and helps organise administrative tasks. The existing systems require updating, and their constant maintenance and development are costly. In collaboration with Universities Estonia, we analysed the current situation and identified opportunities for cooperation, aiming towards the creation of a shared system.

We conducted interviews with stakeholders from Estonian public universities to map their specific needs. In inter-university workshops, we discussed the current state and identified strategic collaboration opportunities. The outcome was a report to guide the development of a cooperative operational and funding model for universities’ digital solutions.

The Ministry of Economic Affairs and Communications’ vision and strategy

AS-IS process analysis Business analysis Desktop and benchmark research Metrics Personas Prototyping User surveys UX design

In cooperation with the Ministry of Economic Affairs and Communications and PricewaterhouseCoopers Ltd, we carried out a vision project with the goal of creating a concept for the Estonian government's event based services and understanding the content and extent of necessary development work.

In the project, we studied five key life events where people need to use different online services from the government. We ended up with a report and some sample versions of what the services could look like. These materials will help guide the development of these services in the future.

Read more about the event-based services project

Creating personas and service blueprint

Co-creation workshops Personas Service plan UI design User surveys UX design

The goal of Eurofound was to improve the user experience, value proposition and communications of their information services by relying on the actual needs and use cases of specific target groups, such as EU policymakers, the media and researchers.

We have mapped out user expectations and needs, described personas and their user journeys and a concept for the communication plan. We also prototyped persona-based landing pages and tested those with the users.

Improving the Emergency Response Centre’s rescue operation workflows

AS-IS and TO-BE processes Design system Interviews Observations Prototyping UI design UX design

In cooperation with the Emergency Response Centre and SMIT (The IT and Development Centre, Ministry of the Interior), we updated the work processes to ensure that help would quickly get to those who need it while the rescue coordinator could offer a positive customer experience, encompassing shorter, conflict-free calls. To make all of that happen, it was important to speed up the process of creating emergency events and to reduce the number of SOS screens.

We conducted observations in the Emergency Response Centre and interviews with police, ambulance and fire personnel. We visualised the AS-IS and TO-BE emergency event creation journeys. We created a design system and designed new dashboard views that took into consideration the complexity of the information system and its interfaces as well the one-minute rule for determining the hazard level of a situation.

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