Quality is achieved by customer involvement

At AccessHQ, we ensure decisions being made about quality on behalf of your customers is based on reliable evidence. We believe all projects need to start with the voice of the customer and hence one of our principles is “Involve Customers”.

Immerse and understand

We don’t offer ‘cookie-cutter’ services. We take the time to understand your team, business objectives, goals and technology to ensure we use the best approach specific to your project. We use our in-depth knowledge to provide you with feasible and practical recommendations that align your business, customers and technology to achieve quality.

Our research with your customers can utilise a combination of qualitative and quantitative research methods from our user-centred toolbox. Some of these methods include:

  • Expert review
  • Analytics analysis
  • Interviews
  • Focus groups
  • Usability testing
  • Eye-tracking
  • Surveys

To ensure we gain the ‘right’ insights, we begin each project with a meticulous recruitment process that ensures our activities (and your research budget) is used in the best possible way.

Our activities are anchored in talking, watching and listening to uncover true problem areas and define real opportunities. We gain a deep understanding of who your customers are, what they experience and what they value. This knowledge uncovers insights that results in products and services that truly meet your customer’s needs and desires.

Define and prioritise

Once we have gathered essential insights, we work with you and your team to define the ideal customer experience. We help you to visualise your customer’s journey, and clearly prioritise the highest impact areas for you to focus on within your time and budget.

Design, build and test

Our Digital Experience team can also help co-design digital solutions. We use a Project Design Lab methodology to deliver a solution that has been prototyped and tested with customers in an iterative ‘design, build, test’ manner. We remove the pain of product development and make it a smooth and enjoyable experience for your customers. At the same time, we ensure it is done in an economically viable way that considers any limitations posed by technology, people and data and takes you on the shortest journey to quality.

Within this process, you benefit from our extensive experience in customer-based usability testing and accessibility.


What gets measured gets done. Measuring the customer experience is critical in order to drive initiatives throughout the business. Customer Experience practitioners need to recognise they are up against many other robust measures within their organisations that attract more attention.

AccessHQ brings expertise in measurement to the world of customer experience through our proprietary Customer Journey Modelling tool. This includes attitudinal measures such as Net Promoter Score® and behavioural measures such as task success. It helps teams realise more value from complex customer journey maps by making them actionable through measurement and prioritisation.

Read our article about the effectiveness of Journey Modelling

National Reach

We have dedicated user experience research labs in Melbourne, Sydney, Brisbane, Canberra and Adelaide giving organisations easy national reach. Our experience in conducting user interviews and usability testing with hundreds of customers has given us a deep understanding into customer behaviour and a number of key frameworks in analysing this.

Our research capability is not just limited to our labs. We have experience using many remote research tools to gain significant insights and we are also able to travel to different geographical locations as required.

Every project is different

Our team of experienced consultants thrives on building tailored research solutions to our clients' timeframes, budgets and business goals.

Contact us to talk about your project in detail. We can provide you with a number of options for delivering customer insights and designs that enhance the quality of your digital products and services.