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    REO is a customer experience agency. We are an eclectic mix of bright and creative thinkers, embracing the best of research, strategy, design and experimentation to solve our clients’ toughest challenges. We work across a variety of sectors, with companies such as Amazon, M&S, Tesco and Samsung.

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    Drive significant business growth, improve customer satisfaction, and maximize your traffic with our award winning CRO service. At REO we believe the best CRO strategies come from getting up close with your users in our state-of-the-art UX Lab.
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User Research

User Research

Experts in UX, Problem Solving, Heuristics, Analysis

Transform your customer experience by stepping into your users shoes, see things from their vantage point and optimise their journey.

REO raised the bar with this project. REO’s ability to transform customer insights into high-quality designs within such a condensed timeframe exceeded all expectations with this project
The research and workshops conducted by REO allowed us to pause, have meaningful conversations with multiple teams and then finally pivot to a more productive direction that was aligned with our long term vision.
We were really impressed with the data insight project that highlighted the variety of different types of behaviours our customers showcase. We were even more impressed with how REO were able to suggest and implement impactful ideas that utilised this new information to drive fantastic results.
Sixt has a well established experimentation and CRO strategy and we have conducted many tests over the years, finding new ways to drive uplift is not easy. Having worked with the team at REO for over 3 years we have always been really impressed with how creative and strategic they are to find new ways to improve the performance of our websites in all countries.
With the use of our analytics, user research tools and user insights, REO helped us increase our sales and come up with a winning design through iterative experimentation. The proof of concept design helped us add a commercial ticket value to the project. Their professional, agile and efficient ways of working along with collaboration throughout the testing process is appreciated across the business!
We set REO a challenge to move beyond traditional market research approaches so we could get real insights into the user experience across multichannel touchpoints. They delivered a complex and innovative brief and I’m happy to recommend their services.
We were really impressed with the team at REO – from the consultants that helped us devise experimentation ideas, to the UI designers that made the changes. The results we achieved were great and I look forward to working with REO to make impactful changes to the Reiss website.
Samsung needed a research strategy to dig deep into what phone users’ expectations are beyond (phone) features. With REO we found the perfect partner, their unique approach really stood out and the quality of insight has allowed us to recommend tangible and innovative product development ideas for future phones

What is it

User research involves studying users to gain insights that inform various aspects of your product or service, including design, functionality, features, content, and overall user experience. It helps uncover user preferences, motivations, and pain points.

User research encompasses various techniques and approaches, from ethnographic interviews to traditional usability studies, surveys and quantitative measurements.

The fundamental principle shared by all user research is its emphasis on putting the user at the centre of the design and product development. When the right methods are used, they form a powerful combination to create products that exceed your users expectations and provide a positive and enriching experience. 

How it helps

  • Identify customer needs and preferences.
  • Provides insights into customer behaviour and decision-making.
  • Helps reduce development costs by catching issues early on.
  • Helps validate assumptions and reduce risks in product development.
  • Benchmark how you stack up against competitors.
  • Answers the question “do users enjoy our product/service?”.
  • Identify competitive edges.
  • Improves customer satisfaction and loyalty.
  • Helps identify areas for innovation and differentiation.

Why REO

From our purpose built state-of-the-art UX and Empathy Lab to instore ethnographic studies, remote testing and wearable tech – REO’s UX offering is the most advanced of any specialist CRO agency. We benchmark & evaluate your product using cutting edge behavioural and emotional analysis techniques and software. We generate innovative ideas by truly walking in the footsteps of your customers using wearable tech. Here at REO we place your users at the very heart of CRO, driving meaningful and lasting business impact.

  • Leading CRO agency with a heritage in UX 
  • State-of-the-art UX Lab
  • Cutting edge wearable technology 
  • Instore/online/in-app/in-the-field research  
  • Usable insights and deliverables 

See our work

"REO raised the bar with this project. REO’s ability to transform customer insights into high-quality designs within such a condensed timeframe exceeded all expectations with this project"
LV= ElectriX website is fully charged
"The research and workshops conducted by REO allowed us to pause, have meaningful conversations with multiple teams and then finally pivot to a more productive direction that was aligned with our long term vision."
Renault & Nissan finance arm RCI aligns product vision through user research
"We were really impressed with the data insight project that highlighted the variety of different types of behaviours our customers showcase. We were even more impressed with how REO were able to suggest and implement impactful ideas that utilised this new information to drive fantastic results."
Penhaligon’s increases revenue per visitor by 46% with personalisation
"Sixt has a well established experimentation and CRO strategy and we have conducted many tests over the years, finding new ways to drive uplift is not easy. Having worked with the team at REO for over 3 years we have always been really impressed with how creative and strategic they are to find new ways to improve the performance of our websites in all countries."
Driving a huge increase in car bookings
"With the use of our analytics, user research tools and user insights, REO helped us increase our sales and come up with a winning design through iterative experimentation. The proof of concept design helped us add a commercial ticket value to the project. Their professional, agile and efficient ways of working along with collaboration throughout the testing process is appreciated across the business!"
Thriving after payments experimentation
"We set REO a challenge to move beyond traditional market research approaches so we could get real insights into the user experience across multichannel touchpoints. They delivered a complex and innovative brief and I’m happy to recommend their services."
Transforming Tesco Clubcard's digital strategy
"We were really impressed with the team at REO – from the consultants that helped us devise experimentation ideas, to the UI designers that made the changes. The results we achieved were great and I look forward to working with REO to make impactful changes to the Reiss website."
Increasing Reiss's revenue by 9.64%
"Samsung needed a research strategy to dig deep into what phone users’ expectations are beyond (phone) features. With REO we found the perfect partner, their unique approach really stood out and the quality of insight has allowed us to recommend tangible and innovative product development ideas for future phones"
Samsung leads the way in smartphone market with ethnographic study

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