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Service · 03

Research that earns a seat at the strategy table.

Customer interviews, analytics audits, journey maps and content strategy. The grown-up, non-decorative kind of UX work — the kind that gives a CFO something they can act on.

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What we actually do

UX research has a marketing problem in Malaysia. The phrase has been wrapped around so many post-it workshops that some clients have stopped taking it seriously. We do not blame them. The work we deliver under this lane is closer to a quiet diagnostic than a glossy workshop.

Qualitative interviews

Eight to twelve thirty-minute conversations with the people you actually serve. Recruited through your own customer list or through a panel partner. Conducted in English, Bahasa Malaysia, Mandarin or Tamil depending on the audience. Transcribed and themed; surfaced as a single readable artefact.

Analytics & behavioural audit

A structured look at GA4, server-side analytics, heatmap tools and session recordings. We hunt for the half-dozen places where friction is costing you measurable revenue. Output: a written diagnostic with prioritised recommendations and rough impact estimates.

Journey & service mapping

Where the website fits into a broader customer journey that includes Google reviews, WhatsApp, walk-ins, the contact-centre and your CRM. Often the highest-value finding here is that the website is fine and the problem is somewhere else.

Content strategy

Voice, structure, taxonomy and editorial calendar. We write a short style guide your team can actually use, and a content plan that survives staff turnover.

Concept testing

Prototype testing before engineering starts spending money. Either moderated remote sessions or unmoderated tests through platforms like Maze. Output: a clear go / iterate / stop recommendation.

When this is the right lane

Three problems UX research solves cleanly.

Traffic is up, revenue is not

A behavioural audit finds the leak in the funnel. Usually the answer is one or two unloved pages, not a redesign.

We are about to spend on a rebuild

Two weeks of research before a project burns six months of budget protects the business case — and usually changes the brief.

A new feature launched flat

Quick concept tests and analytics dive figure out whether the feature, the funnel, or the positioning needs the fix.

Frequently asked

Quick answers on research.

Do you recruit the interviewees or do we?+

Both are options. Recruiting through your own customer list is faster and usually more useful; recruiting through a panel partner takes longer but works well when we are studying prospects who are not yet customers. We will recommend the path that fits your question.

How do you protect customer privacy?+

Participants sign a PDPA-aligned consent form before any session. Recordings are stored encrypted, transcripts are de-identified before they leave the studio, and raw data is destroyed at the end of the engagement on request.

Can research happen alongside a design project?+

Yes. About 60% of our research work is embedded inside a wider design or eCommerce build, running one or two phases ahead. The rest is standalone diagnostic work for clients without an active project.

Have a question worth answering properly?

Tell us what you are trying to learn. We will scope the smallest research that earns a confident answer.

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