Wilson Fletcher

Insight-informed innovation: how to get the most out of user research


During a brilliant evening at Hotel CBD, industry leaders in user research sparked insightful discussions on how to drive innovation with actionable customer insight.

On 7th April, we brought together user research and innovation experts to discuss how established organisations can integrate their innovation and new product development processes to flourish. Our speakers shared their extensive expertise to provide advice on how to get the most out of your user research.

The stage was set by Lauren Argenta, Senior Service Designer at Wilson Fletcher. Lauren ran through advantageous approaches and occasional pitfalls of user research and then demonstrated the ways that companies can embed this insight in order to provide the user with the optimal experience and encourage an ongoing relationship. You can check out Lauren's presentation here.

Next up was Matthew Landauer, Head of Product at the Digital Transformation Office, who ran through the way that the DTO tackles the challenge of designing digital services for the culturally and geographically diverse population of Australia. Matthew outlined how, when designing digital products, there is absolutely no substitute for seeing and hearing what real people experience. This ensures that you build the right products, in the right way.

Following this, Paula Bray, DX Lab Leader at State Library NSW, explained how they’re consulting with users to surface the library’s extensive collections and make sure that emerging technologies are meeting customer needs. We heard about the wide array of innovative digital projects that the library is undertaking, and how they intend to stay relevant in a fast-moving environment.

Finally, we had a lively debate with Josephine Gianni and Tim Collier from Sandbox Company. Moderated by Jess Ross, founder of Wilson Fletcher Australia, a variety of hot topics were discussed including how best to sell in service design methods to the executive team; the crucial ways to ensure insight is actionable; and how to spur consistently successful product development.

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Paula Bray

DX Lab Leader, State Library NSW


Josephine Gianni

Design Director, Sandbox Company

Tim Collier

Managing Director, Sandbox Company