<ul data-eligibleForWebStory="true"><li>During the early days of the pandemic, rapid service launches were necessary, leading to a focus on speedy response without abandoning user-centered thinking.</li><li>Despite challenges in conducting formal research, making data-informed decisions and focusing on user needs remained a priority.</li><li>Three key strategies were relied upon when direct user research was not feasible.</li><li>Frontline staff interactions provided valuable insights into common issues, pain points, and user behaviors.</li><li>Analytics data such as drop-offs, search queries, and popular buttons offered valuable information on user behavior and preferences.</li><li>Lean on usability heuristics, design patterns, and established best practices when direct user testing is not an option.</li><li>Following known design principles like clear language, strong hierarchy, and accessibility standards can help prevent usability issues.</li><li>While testing is ideal, making user-centered decisions is possible even when time and resources are limited.</li></ul>

If you can’t do user research, do these 3 things

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