You will need

pen, paper, online tools


2 hours


50 and more users (depending on the type of the questionnaire)


2 – depending on the scope of the investigated field

Use when...

  • you need to know opinions of a large number of users
  • you want to ask more questions at the same time
  • you want to obtain structured data

Do not use when...

  • you have one or a few rather specific questions (a Poll will be enough for the purpose)
  • you need to know users’ opinion in depth (interviews or Focus Group are better suited for this purpose)


  1. Prepare your research questions and reformulate them into questions for the respondents. The questions must be unambiguous, avoid complex formulations and foreign words and terms.
  2. Think about whom you are going to ask and how many answers you need. Your sample should be representative.
  3. Decide on the means of collecting the answers. Online questionnaires are a good idea if you have a database of users to whom you want to send your questionnaire. With some specific groups, such as seniors, it might be preferable to conduct a face-to-face survey.
  4. If you do not have a database and want to have a representative research, you can purchase so-called Respondent Panels.
  5. Test the questionnaire by having a suitable person completing it in practice. If everything works fine, start collecting your data.
  6. Process the results into charts, tables, or infographics.

Keep in mind that...

  • you have to choose the right group of respondents to whom you will send your questionnaire
  • when analyzing, it is desirable to monitor not only the factual, but also the statistical significance of the answers
  • questionnaire will help you to elicit a large number of opinions on the investigated topic; deeper understanding of the problem is better obtained by qualitative methods

Find out more

In the exploring phase, you can use the following methods…

Desk Research

When you need to quickly obtain valuable information

When you need a quick feedback

When you need to find out what the users would not say

Case study

Portal will help users

Městská knihovna v Praze

Download the book Service Design in Libraries

It includes detailed descriptions of case studies from both the Czech Republic and Norway.

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You will always have a ready help, which will tell you how to proceed, and which tools to prepare.

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