Our Services > Discovery & User Experience Research

Discovery & User Experience Research

Gain a better understanding of the problem you are setting out to solve. We help uncover what the current experience is for users, what users are really trying to do, and what unmet needs users have.

Discovery is a key phase in every design project. Taking the time to deeply understand the experiences of users and stakeholders at the outset of a project ensures we’re solving the right problem and reveals new ways to think about solutions. Talking to users and investigating underlying issues before building a solution focuses efforts on designing a service that meets people’s needs, as well as organizational goals.

We are a multidisciplinary team with a range of process and subject matter expertise, including:

  • Applying a diverse range of human-centred design tools and methods to conduct qualitative research;
  • Surfacing meaningful insights from users about their experiences;
  • Co-creating services and systems with those who will use them; and
  • Engaging users and helping them feel heard in any project.

Service Offerings

  • Design and User Research
  • Stakeholder Labs
  • Human-Centred Design Training
  • Agile Project Management
  • Persona Building
  • Climate Assessment
  • Insights Reporting

Lead Contact

Rachel Hofstetter Vice President & General Manager Overlap Associates Canada


Rachel Hofstetter, is a strong leader with exceptional management, business and people skills. She’s a natural coach who inspires people to work collaboratively toward new outcomes, while developing organizational cultures that support continuous learning and innovation. Get to know Rachel, see some of her work and engage with her ideas here.

The Ontario Digital Service

Government teams need the help and expertise of service design and user experience vendors to meet the Digital Service Standard. As a vendor in this area, our role is to help government teams get a better understanding of the problem they are setting out to solve. This includes uncovering the current user experience, what users are really trying to do, and what user needs are going unmet.

Overlap is recognized as a Government of Ontario Vendor of Record in Experience Design and Related Digital Services: Discovery Phase (Tender 8462)


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