How would we know whether the service design work is actually improving the experience for users?

Question

Accepted Answer

Annex uses evidence during delivery, which can include user research, prototype testing, accessibility or functional testing, analytics and stakeholder feedback, depending on the engagement. In its published work with AER, website prototype testing informed and validated the approach, and user testing helped select a brand name. The measures should reflect the service’s actual goals and users. Annex does not publish one universal success metric for every service design project.

Useful next steps

Use this answer as a practical starting point. Current scope, specifications, compatibility, availability, pricing, timing and next steps should be confirmed directly with Annex where they affect a decision.

Open topic Contact Annex All Q&A