Remote usability testing is nothing new but doing Discovery for Pret A Manger in lockdown, where we couldn’t observe users and in-store operational processes, was more of a challenge.

We used a range of techniques to design a Click and Collect service for Pret customers as the world changed rapidly in 2020, and shopping behaviours changed.

In just 10 minutes, you’ll understand: 

• Using remote research methods to understand users’ context and operational processes.
• Setting up experimental trials to design in-shop processes.
• How we tried to predict customer food and drink buying behaviour after lockdown.