Why this topic?
Within Service Design, one principle is evident: everything we do is from a customer perspective. This means a project always starts with user research, using different research approaches to discover and understand the needs and motivations of users.
The pandemic shifted the way we did research: work habits and environment drastically changed from an offline to an online setting. However, as the world opens up, we can’t help but think about the benefits from both design research approaches can have in our way of working. So, how to best approach user research? When should we prioritise in-person, and when should we explore the online?