What I did: Shadowing, user interviews, wireframes, mockups
During my job at Diabolocom, I was in charge of the UX-UI of the interaction multichannel solution. I met users for 7 shadowings and +10 user interviews. Hence that analysis, I listed the primary needs and create personnas.
In parallel with that work, I made mockups for the new features of the current interface, and wireframes/mockups for a future version.