“We are about to spend on a new design, but nobody has asked our buyers.”
We talk with real customers and dealers, in short calls. Their words show what they need before you pay for screens.
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UXresearch
Since 201565+ in-house teamKolkata office, 5 team bases
UX research for owners and marketing heads who want to know their buyers first. Find out what they need before you spend on design.
A strategist calls you in one working day.
/ 01 UX research services in India
Ask your buyers first.Then design.
Money spent on design before you know what buyers need is mostly a guess. UX research is the work of finding out how real customers choose and what stops them, before anything is designed.
PromotEdge does it with customer talks, enquiry calls, a short test and your analytics.
UX (user experience) is how easily a person finishes a job on your screen, such as finding a product or sending an enquiry. Research is how you learn what that job really is, from the people who do it.
It sits between two services. A UX audit reviews the screens you already have. Research finds out what your buyers need. Then comes UI/UX design or a website redesign, built on what you learned.
Designing software for daily use? See web app and SaaS design.
- 2015working with Indian brands since
- 65+in-house team: strategy, creative, media and tech
- 4pillars under one roof: strategy, advertising, digital, on-ground activation (BTL)
- 1office, in Kolkata, with team bases (not offices) in Mumbai, Delhi, Bangalore, Guwahati and Bhubaneswar
/ 02 What the research covers
From the first questionto a ranked list.
| Part | What we do | What you receive |
|---|---|---|
| Kick-off | Agree what to learn and who the users are | A short list of questions |
| Talks with customers and dealers | Short calls with the people who buy from you | Notes in their own words |
| Enquiry calls and WhatsApp | Group the repeated questions | A list of what the pages must answer |
| Analytics | Read where visitors leave and what they use | A page on what the numbers show |
| Short usability test | Watch five or six users try the main tasks | A test report with screenshots |
| Summary and ranked list | Put it together and order it by what it costs you | A one-page summary of who uses the screens and what stops them, and a ranked list |
Research will not tell you what to sell. It shows how buyers meet what you sell today and what stops them. For the screens themselves, see our UX audit.
/ 03 Common hurdles
What usually gets in the way,and the way through.
“Every person in the team has a different idea of what the customer wants.”
The research ends in one page on who uses the screens and what stops them.
“Customers keep phoning with the same questions.”
We read recent enquiry calls and WhatsApp questions. A question asked again and again shows what a page must answer.
“We think we know our user, but we have never watched one use the site.”
We run a short test with five or six users. Nielsen Norman Group found that one user already reveals about 31% of the problems.
“We have analytics, but nobody reads them for what they mean.”
We read where visitors leave and which pages they use. Talks tell you what people think they do. Numbers show what they did.
“We sell to dealers and to end customers, and the screens suit neither.”
Each group gets its own people in the talks and the test.
Planning a new design? Tell us who buys from you, and we will say who to speak to first. Get a free growth plan
/ 04 What clients say
What a client saidabout our design work.
“They engaged with every team member, understanding their needs with great patience before collating them into a user requirement and a design spec. The result was both aesthetically pleasing and usable.”
Bimal ShahExecutive Director, Fine Organic Industries LimitedManufacturing“I am delighted with the successful launch of our new website, thanks to the exceptional support from PromotEdge. …”
Mom MitraMarketing Head at IleadEducation“We are thoroughly impressed with the extensive knowledge and professionalism demonstrated by PromotEdge. Their adept management of our digital and creative requirements has significantly contributed to our satisfaction with their digital marketing services and expertise.”
Rahul MishraAssistant Manager Digital Marketing & Ecommerce at Magik LightingElectricalsTell us what’s not working. We’ll send you an honest one-page growth plan, free.
/ 05 How we work
Ask, read, watch,then rank.
The time depends on how many kinds of user you have. We confirm it in the quote.
- 01
Agree the questions
A short call with the owners of the site or product, to agree what to learn.
- 02
Talk to real buyers
Short calls with customers and dealers you introduce. We ask how they choose.
- 03
Read the calls and the numbers
Enquiry calls, WhatsApp questions and analytics show what people ask and where they leave.
- 04
Watch a short test
Five or six users try the main tasks while we watch. Each group gets its own people.
- 05
Rank and hand over
You get the summary, the ranked list and the test report, with a call to go through them.
Go deeper
Read more about UX research
Deeper reading if you want the research behind the plan.
How we run the research, and why
Our UI/UX designer, Sunanda Basak, leads the research. Our web lead, Benjamin Sardar, says what the findings mean for the build.
How your business changes the research
A dealer-led maker (see industrial manufacturing) hears dealers and buyers separately. An online store (see D2C and ecommerce) tests the product page and checkout. A school or college (see education) hears parents and students.
- Start from questions. A talk with no question gathers opinions. A short list of questions.
- Use your own calls and messages. They are real questions from real buyers. A list of repeated questions.
- Watch users, not only ask them. A test shows what people do. A test report.
UX research: today and next
Why a few users
Jakob Nielsen of Nielsen Norman Group wrote that the best results come from testing no more than five users and running as many small tests as you can afford. A first study of five finds about 85% of usability problems.
Source: Nielsen Norman Group, published 18 March 2000, read 18 October 2026
What talks cannot show
Nielsen Norman Group notes that in an interview people report what they do and think. To learn what they do, add observation or analytics.
Source: Nielsen Norman Group, last reviewed 15 July 2026, read 18 October 2026
Next
Our view: software will sort notes faster. Choosing whom to ask still needs a person. Talk to us? Ask us.
Unsure whether you need research or an audit? Ask us before you decide. Talk to us
/ 06 Cost
What affects the cost of UX research.
No price list. These things move the number.
Every client and project is different. The cost depends on the effort it takes, so we price after the first call. We publish no price list. The first step is a free growth plan: a 30-minute call and a one-page plan, for projects we think we can help.
What affects the cost
- Number of user groups, such as customers and dealers
- Whether you want the short test as well as the talks
- How many calls and messages you can share
- Languages the talks need
How we price it
- You tell us what you plan to build or change, and why
- We look at the site or product and your analytics
- We write down who we will speak to and what you receive
- You get the quote in writing within 2 working days, each cost on its own line
What you get in the quote
- The one-page summary and the ranked list
- The test report
- The walk-through call
- Design work afterwards, if you choose it (3-month minimum on ongoing work, then 30 days' notice)
We take on a limited number of projects and say honestly if one is not a fit. Comparing quotes? Ask who owns the notes.
/ 07 What happens next
What happensafter you ask.
For projects we think we can help, this is how it goes.
- 01
A strategist calls you
In one working day: a 30-minute call with one of our strategists about your business and what is not working.
- 02
You get a 1-page plan
A short, honest plan: what to fix first and what we would do. It is free.
- 03
A quote, if you want one
If you want to go ahead, we send a quote within 2 working days.
A typical website takes 4 to 6 weeks. Contracts start at 3 months, with 30 days' notice to stop. A single job, such as one event or one print run, is quoted as one project.
Our beliefWe look at your business first. Marketing comes second.
Brands and people are named only as public examples. They are not PromotEdge clients or endorsers unless stated.
Keep exploring
Related pages.
The expertise that fits your business, and the places we work.
UI/UX and websites
Measure and grow
Proof and reading
Led by Sunanda, UI/UX designer
No pressure. No sales pitch.
Tell us what you plan to build.We'll show you what to ask your buyers first.
Common questions.
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UX research is finding out how real people use or want to use your website or app, and what stops them, before you design or build. It uses talks with customers, a look at their questions and behaviour, and short tests. It ends in decisions, not guesses.
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A UX audit reviews the screens you already have and ends in a ranked list of fixes. UX research asks your buyers what they need, and watches a few try the tasks. Audit first if the site exists. Research first if you are designing something new.
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Four. We talk with real customers and dealers. We read recent enquiry calls and WhatsApp questions. We run a short usability test with five or six users. And we read your analytics. Each covers what the others miss, so we use them together on every project.
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Five or six per round. Nielsen Norman Group found that a first study of five users finds about 85% of usability problems, and more tests of five beat one big test. With different kinds of users, such as dealers and customers, we test a few from each.
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A one-page summary of who uses your screens and what stops them, a ranked list of what to fix or build, and a test report. We walk your team through them on a call. We promise no lift in enquiries. The findings are yours to use with anyone.
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We confirm the time in the quote, as it depends on how many kinds of user you have. We need an hour to agree the questions, a few customers and dealers you can introduce, your analytics, and recent calls or messages.
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Every client and project is different. The cost depends on the effort it takes, so we price after the first call. We publish no price list. You get a written quote within 2 working days, each cost on its own line. The first step is a free growth plan.
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Yes. PromotEdge has one office, in Kolkata, and team members based in Mumbai, Delhi, Bangalore, Guwahati and Bhubaneswar. We work with businesses across India. Talks and tests run over video and phone. We meet you in your city at least once every three months.