Here’s a list of  a few research tools that could come in handy as you explore what users and customers are looking for:

User Research Tools:

Frog Design Research Overview: http://www.slideshare.net/frogdesign/know-thy-user-the-role-of-research-in-great-interactive-design

IDEO Research Field Guide: http://www.ideo.com/images/uploads/hcd_toolkit/IDEO_HCD_FieldGuide_for_download.pdf

IDEO HCD Toolkit: http://www.ideo.com/images/uploads/hcd_toolkit/IDEO_HCD_FieldGuide_for_download.pdf

Design Kit – Inspiration: http://www.designkit.org/methods#filter

Stanford d.school Research Methods: https://dschool.stanford.edu/use-our-methods/

Stanford d.school Research Resource Packet: http://dschool.stanford.edu/wp-content/uploads/2011/04/rad-resource-packet.pdf

Interview Examples Pod Cast from the Rewired Group (Jobs to be Done): https://itunes.apple.com/us/podcast/jobs-to-be-done-radio/id499859427?mt=

Journey Mapping:

Overview: http://designingcx.com

Overview: http://blogs.hbr.org/2010/11/using-customer-journey-maps-to/

Tools and Templates: http://www.servicedesigntools.org/tools/8

Tools and Templates: http://designingcx.com/cx-journey-mapping-toolkit/

Tools and Templates: http://canvanizer.com/new/customer-journey-canvas

(Healthcare Example: http://www.ideo.com/images/uploads/news/pdfs/metropolis_1.pdf)

Other Tools:

Gravity Tank dscout Tool – A mobile to device that assists with user data gathering  (Offers free trial)