Test your understanding of your bright idea and confirm what needs to be addressed



The first section of the Double Diamond covers the start of your project. This is the opportunity to test your understanding of the problem and find what needs to be addressed, as well as gaining some insights into what your users need. 

By the end of this section you should:


  • Have conducted research into your bright idea
  • Developed an understanding of what users needs you want to address




Speak to People

The first stage of research is talking to people to understand what the problem is, where it is impacted most and what people would like to see changed. You can use the following framework as a baseline to set up interviews or informal discussions.


Interviewing Framework

Who do I need to talk to?


Hints and tips


  • It can be simple – could you add a short interview onto a regular meeting you have with service users?

  • Ask people to show you what they do or describe specific examples

  • Capture attitudes, values and beliefs

  • Be curious – ask people about how they feel as well as what they do


What questions do you need to ask? What experience do you need to understand?


Design a simple form to capture your responses


Ask Questions

  • Ask questions to find out more about what people need/think

  • Avoid sending out too many surveys, and be clear about what you need to find out - people can get tired of being surveyed too often

  • Surveys are not just surveymonkey:

    • Try leaving a question on a whiteboard in reception of your building or a team area (e.g. kitchen)

    • Questionnaire by email

    • Voting buttons in an email

    • Smiley face buttons for feedback

  • Remember to ask questions about why people do things, how they feel and what their needs and motivations are

  • Here are some tips on How to interview effectively 



Google It

Kickstart your project with a simple google search to see what information is already out there, or if someone has tried this before. Try using the following questions as inspiration to begin your search:

  • Has anyone in a similar area researched this before?

  • What do we know about trends in the larger environment, industry or people’s behaviour?

  • Is there already a service/tool/product out there which could achieve your desired outcomes? 



People Watching

Find out more by observing people at work or people who use your service


  • Record Everything: take notes, draw pictures, can you take photos or use videos as research? How many people are using the service?

  • Look out for: body language, group interactions, the type of people who use this service, how the environment feels.


Don’t judge what people are doing, remember to be aware when you make assumptions. Try to just record what you see 



Put yourself in someone else's shoes 

Make a short list (max 4) of types of people who you want to understand the perspective of. For example, for surveying office parking you might want someone who uses their car for work, someone who lives a long way away, someone who has to pick their children up from school and someone who is disabled.

  • Use the template below to think through, in as much detail as possible, how they might think or feel about the problem you are examining

  • What needs to they have?

  • You can use this tool alone but it works well with a small group of colleagues or other interested people.



  Persona 1

  Persona 2

  Who am I?​


  Who am I?


  What am I doing?


  What am I doing?


  What am I saying?​


  What am I saying?​


  What am I feeling?​


  What am I feeling?


  What are my unmet needs?   


  What are my unmet needs?  




Back to tool kit | Next


Join Us Our Initiatives. Your Innovations.

Join the Digital Greenhouse, together we can help deliver the diversified, innovative and creative culture Guernsey needs to succeed in the future.

More Information

Innovation Partners Supporting Us. Supporting Digital.