The Challenge

Coinjar had built a product they believed in, but were about to release a major redesign without direct customer input. The risk wasn’t just launching something that missed the mark; it was not having the organisational experience to know how to course-correct from evidence. They needed a research process that would generate useful insight and build internal confidence in the method.

My Role

I led all research activities end-to-end, from scoping the brief through to synthesis and final reporting. This included designing the research approach, recruiting participants, conducting usability interviews and sessions, and producing a comprehensive insights report.

What I Did

Scoped and structured the research. Working closely with the Coinjar team, I defined the specific features and questions the research needed to address, ensuring we’d generate decision-ready insight rather than general observations.

Recruited and ran research sessions. I managed the full recruitment brief and conducted usability research and in-depth interviews with Coinjar customers, real users interacting with the product in real conditions.

Synthesised and reported. All sessions were documented and synthesised into a comprehensive report covering key feature insights and their strategic implications for the product.

Made it visible. The client received a full set of session recordings, with customers commenting as they interacted with the product in real time. This proved to be as valuable as the written report itself, giving the wider Coinjar team direct, unfiltered access to their users’ experience.

“It’s very user friendly for the everyday person who just wants to get on the crypto wagon.”

– Coinjar research participant

Result

In three weeks, Coinjar went from no structured user research capability to a report with actionable insights on their core features, a library of customer session recordings, and a team that had seen first-hand what this kind of work could do for them.

Short, sharp, and well-designed research doesn’t require a large budget or a long timeline. It requires the right approach, and the discipline to run it properly even under time pressure.