Customer research is important for designing successful digital news services. Understanding how and when users consume news across various platforms can help publishers provide the right content in the appropriate context. Research shows that most people have shallow engagement with online news and prioritize just the basic facts rather than extra features like personalization or user-generated content.

1. Why c us tom er research is critical to designing successful digital news services.

2. Content

3. Context

4. lawnmower “… and the main story on today’s 6 o’clock news…”

7. Morning Evening Lunchtime Importance as a news source Frequency of use Internet Newspaper Television Radio Wake up Commuting Commuting Breakfast … in work… Time

9. My goal: to relax

10. My goal: to find out about last night’s match

11. Wow, this article about the housing market is really interesting…

12. This article about the housing market is getting in my way

13. chameleon

14. Some examples of things we know about news from undertaking user research…

15. Broad and shallow engagement

16. “ Has anything in the world changed since I last checked?”

17. Narrow and deep engagement

18. People don’t read online. They scan.

19. Most people just care about the basics.

21. Facts Opinion

22. Serendipity