For the Quayside project I asked to sit on reception instead of running interviews. I wore a headset, took notes and said very little.
The pattern was obvious by the second morning: nobody asks for ‘sports massage’ or ‘manual therapy’. They say ‘my knee has been bad since the half-marathon’.
That became the first screen of the booking flow: a body map and a plain question. The treatment is chosen for you, and you can change it if you know better.
Research doesn’t have to be a formal study. Sometimes the best method is to sit where the problem happens and listen.
