User Research Strategy

The initial challenge for Pickup Services lay in aligning internal perspectives. With a wide range of business lines and functions, it was crucial to establish a common knowledge base.

Thanks to Eudemon, Human Design Group’s exclusive methodology, the teams were able to:

• To establish a common language between the marketing, product and operations departments.
• Break down the results to gain a cross-functional understanding of the customer experience.
• Bringing together brand experience (BX) and user experience (UX) to form a coherent strategy.

To ensure maximum reliability, Pickup Services has adopted a hybrid approach to user research, combining data analysis with real-world insights.
An approach based on active listening

The Human Design Group’s project was structured around three methodological pillars:

1. Fieldwork : Qualitative research to identify «weak signals» and understand actual usage patterns.
2. Hypothesis testing : Using a mixed-methods approach combining qualitative and quantitative methods to confirm or refute the identified drivers of transformation.
3. Online surveys : Targeted online search protocols to reinforce trends.

This collaboration provides Pickup Services with a robust method for listening to feedback from the field and anticipating changes in usage patterns. Whether at local or national level, user research is now the common benchmark for ensuring that services are in line with market expectations.