Usability testing

We help you understand how end users interact with your digital products and services, whether you’re launching a new one or enhancing an existing one.

Analytics only tell part of the story. Together with usability testing, you can uncover the insights you need to deliver game-changing digital experiences that make life easier for your audiences.

 

Understand how customers use your digital products

Our usability testing (also known as user testing) process enables you to: 

  • Gain in-depth, evidence-based insight into how users interact with your digital product or services.
  • Understand how and where you need to improve your digital products to deliver a better customer experience.
  • Learn how your target users would interact with the new product or service you're looking to launch.
  • Constantly re-examine what the customer experience should look like, and act upon what you find.

The methods we use

Where possible, we combine qualitative and quantitative research to provide really robust insights, taking time to understand you and what’s important for you to get from the sessions.

Our experience design experts use a variety of research techniques – such as tree testing, first-click testing, or unmoderated testing – and so are able to deploy the right technique for the circumstances:

  • Analytics review and auditing
  • Remote testing
  • Unmoderated user testing
  • First-click testing
  • Tree testing
  • Supplementary quantitative research

Our user testing process

We first conduct a detailed review of your web analytics to identify what users are doing on your digital platforms.

  • We then recruit real customers or potential customers we can speak with face-to-face or remotely.
  • We then use purpose-built usability labs to conduct usability tests that identify why they interact with your product or prototype a certain way by eliciting focused and unbiased responses.
  • We encourage you to join us for live viewing of the one-to-one user testing to help unify your stakeholders, gain first-hand insight, and understand the methodology we use.
  • We review all findings and issues uncovered during the research. Together we identify prioritised recommendations together with an action plan for implementing changes.
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Usability testing with SSE

We’re experience design partner to SSE, the second largest energy company in the UK, with a £30bn turnover. We’ve helped the organisation to deliver incredible customer experiences and secure a 200% conversion rise for its phone and broadband service.

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Usability testing for brands like...

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Our integrated approach

We provide a blended service offering based on the individual needs of our clients. So while we group our capabilities into four central streams, our work is always led by your goals, and delivered by integrated teams of strategists, designers, technologists, and more.

Digital strategy

Define the outcomes you want for you and your customers, and a plan to get you there.

Experience design

Understand what your users want and design for their changing needs.

Technology engineering

Modernise the technology behind your customer experiences.

Growth and optimisation

Continually evolve your customer experiences for sustainable growth.

Grow your internal capability

We help organisations develop the digital capabilities they need to achieve their goals faster, with minimal external support. Our consultants, trainers, and coaches are here to help you develop the research, experience design, and technology engineering capabilities you need to deliver game-changing digital experiences at speed.

Build digital capability

Insights and expertise