It doesn’t matter what your site or app looks like if people don’t know how to interact with it, where to get the information they need, or find it easy to buy from you. But identifying where the problems lie is just the start of the journey to a better user experience. The key is getting to grips with how users think and act, and replacing instinct with genuine user insights: finding the why, not just the what.
During 20+ years of working in digital Lee became increasingly frustrated with the amateurish way that companies were making important design decisions. Personal opinions, hunches and incomplete data were driving experience design. And not User Insight. Lee started WhatUsersDo to fix this by making User Research and UX Testing BAU.