Problem to be solved
RetroKit approached the User Experience Research Team at Nimbus Research Centre as they had identified a new potential user group for their software – namely, Building Energy Rating (BER) assessors.
Up to that point, their clients were primarily composed of large-scale housing authorities and One-Stop Shops (OSS). Through their engagement with BER assessors, the company noted an alignment between the needs of these users and their software offering.
However, RetroKit were unsure if the BER assessors themselves saw the need for this software, and how the software would fit in with this user group’s typical processes.
Solution
Based on an initial discussion with the RetroKit team, we designed a diary study to conduct contextual research with BER assessors over the course of two weeks.
A group of assessors were recruited and provided with access to the RetroKit platform for use in their daily working lives, while being asked to record short audio, video, or text diary entries to capture their thoughts, opinions, and usage patterns. We checked in periodically with this user group, before interviewing them about their overall experience at the end of the two weeks.
Impact for the company
The methods used allowed us to generate a set of recommendations about the key behaviours, pain points, and requirements of this user group for RetroKit that could be used to inform future product development and market identification.
“Our collaboration with the Nimbus UX research team has provided us with actionable insights.
Their expertise and dedication have empowered us to make informed decisions and prioritise improvements that will drive customer satisfaction and overall business success.
We look forward to continued collaboration as we strive to deliver even greater value to our customers."
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