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Researching user experiences

GOV.UK Service Manual guidance on reconstructing a service experience by exploring what people did, thought and felt over time.

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Good for questions like

  • GOV.UK Service Manual

    The UK government's manual for designing and running public services: the Service Standard, guidance on discovery, alpha, beta and live, and on user research and service design.

  • Using in-depth interviews

    GOV.UK Service Manual guidance on planning and running interviews to understand people's circumstances, experiences, problems and needs.

  • All's well that ends (and peaks) well? A meta-analysis of the peak-end rule and duration neglect

    A meta-analysis in Organizational Behavior and Human Decision Processes of how peaks, endings and duration relate to the way people evaluate experiences in retrospect.

  • Journey mapping

    Mapping what a person does, thinks and feels as they try to get something done across a service. Nielsen Norman Group's introduction covers the anatomy and the pitfalls.

  • Learning about users and their needs

    GOV.UK Service Manual guidance on learning about user needs through existing evidence, interviews, observation and the people who support users.

  • Interviewing Users

    Nielsen Norman Group on what interviews can and cannot reveal, including fallible memory and rationalised accounts of past behaviour, and why they pair with observation.