Description: Understand users’ needs, goals, behaviors, and pain points to guide product decisions.
Deliverables: Research plan, interview/survey guides, session recordings, personas, journey maps, findings deck, key recommendations.
When to involve UX: Before product/project definition or redesign; whenever assumptions drive decisions.
SLA (typical):
Description: Evaluate product usability by observing real users performing tasks.
Deliverables: Test plan & script, recordings, task success metrics, severity-scored issues, recommended fixes.
When to involve UX: Before major release; after prototypes; pre/post-launch regressions.
SLA (typical):