We ask the right questions to understand our clients’ real issues and design user-centred digital services.


We help you discover, understand and prioritise digital issues by gaining insight from your users/customers. Our naturalistic approach covers a range of qualitative and quantitative research methods tailored for your project to gain maximum insight for your budget.

Design workshop


We use rapid prototyping techniques to design a user experience tailored to the needs and natural behaviour of your users. Our iterative design approach delivers seamless and compelling digital services regardless of size, complexity or platform.

Observing a 1-to-1 user research session for Channel 4


Successful digital services are created by leveraging users’ natural behaviour to get the outcomes your organisation wants from your digital services. We work closely with your team to define clear and measurable outcomes aligned with your digital and organisational strategies.

Methods & outputs

Research methods

  • Stakeholder interviews (remote / in person)
  • Focus groups
  • Surveys
  • Usability testing (remote / in person / guerrilla / online)
  • Expert reviews
  • Competitive analysis
  • User story / requirements workshops
  • Content audits

Research outputs

  • Usability reports
  • Video highlights
  • Personas
  • User journey maps
  • Issues lists
  • Design recommendations
  • Stakeholder presentations

Design outputs

  • Prototypes
    • Low-fidelity (sketch, paper)
    • Mid-fidelity (wireframes)
    • High-fidelity (visual design)
  • Detailed page and component templates
  • Style guides
  • Information Architecture
  • Digital assets in Sketch / Zeplin / Marvel
User research lab


We have our own purpose-built usability labs based in our central London offices.

The studio set-up is flexible and can accommodate a range of research activities such as usability testing on all types of devices, focus groups and co-creation workshops.

Need a facilitator? If you’d like to hire our usability labs, we can also help out with the facilitation of the research.

Go to studio site

Have a project in mind?

Get in touch if there is a project we could help you with!

Get in touch

COVID-19 update

We’d like to reassure our clients, partners, friends and anyone else who knows us that we are continuing to operate in these difficult and unprecedented times.

In line with current Government guidelines, we have introduced remote working to ensure our employees are safe, while continuing to offer clients the same level of service as normal.

While we have closed our studios until further notice, we are supporting our clients through remote working. Using Zoom or other technologies, we can offer:

Remote user research, including usability testing on all devices

Recruitment for remote sessions, with additional tech support sessions being held prior to days of research to guarantee smooth running of the sessions

Client meetings, workshops, sprint ceremonies etc

Design, prototypes have been built to serve remote user testing and adapted to guide users through research sessions

Quantitative research / analysis – diary studies, surveys etc

Don’t hesitate to contact us at if you would like to discuss an upcoming project and how our approach and services can be tailored to suit your needs.

Stay safe,

The Fluent team