User Testing - Immediate insight & opportunities 

Gathering valuable feedback to deliver success

User Testing is a service that allows you to observe real users interacting with your product or website, gaining valuable insights into their experiences. By conducting user testing, we identify pain points, understand user behaviours, and make informed decisions to improve your product. Whether in the initial design stages or refining a developed product, user testing provides actionable data to help you create a more user-friendly experience.

Client spotlight

Client - Testing the proposed navigation and functionality for the Danone Nutricia Dietetic App delivered significant insight before design and development commenced.

This process is straightforward: We ask real users to complete tasks and provide feedback on their experience. We collect qualitative and quantitative data through various methods, analyse it, and harness it to inform how best to proceed. These results inform design, usability, and functionality and always significantly benefit our clients' projects.

User testing is not only about finding issues; it also helps validate design choices and ensures that the product aligns with customers' needs and expectations. The team can quickly and confidently plan a path forward by understanding what customers find helpful and what they find frustrating.

Customers we have supported

Our Partners

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User testing always delivers opportunities

• Improved usability - Testing identifies and can quickly resolve usability issues before website development.
• Enhanced satisfaction - Understanding expectations and needs will result in higher satisfaction.
• Reduced costs - As we catch issues early, we reduce the need for costly redesigns or fixes later.
• Data-driven - The team can make informed choices based on real user feedback rather than assumptions.
• Increased conversion - As we learn, we can optimise user flows to enhance conversion and improve effectiveness.
• Competitive advantage - Gaining insights helps to differentiate your product from competitors - customers love to give feedback.
• Increased retention - A more satisfying user experience encourages users to return, boosting retention rates.
• Better accessibility - Identifying accessibility barriers early ensures a more inclusive experience for all users.

Testing with customers benefits everyone

Frequently asked questions about User Testing

User Testing – Frequently Asked Questions (FAQs)

Q: What is User Testing?

User Testing is the process of evaluating a product, service or idea by observing real users (customers) as they interact with it. It uncovers usability issues, validates design decisions, and reveals how they actually behave when using your product. We run both qualitative and quantitative testing sessions, capturing feedback that’s grounded in real-world use.

Q: What can you test?

We test all digital services and products, for example

• Product usability testing
• UX Usability testing
• Website usability testing
• Testing of application processes, e-commerce flows and functional processes
• Accessibility testing for target users
• Campaign designs and flows prior to development
• Mobile apps and services

Q:  When should we run User Testing?

User Testing is valuable at every stage of your project:

• Business case - Test your existing services and products to uncover issues and opportunities as you develop your business case for redesign or development.
• Discovery phase - Test early concepts, wireframes, or prototypes to guide our direction and quickly determine sentiment. You would be amazed at what you will learn - the earlier the better.
• Design phase - Validate navigation, layout, and visual hierarchy, flows, and labelling. Again, the insights are incredible.
• Pre-launch or post-launch - If the team has a concern, quickly test to identify usability barriers and opportunities for refinement.

Overall, early testing reduces the risk of costly design changes later.

Q: What does the process involve?

In summary, our testing process has the following steps:

1. Setting the goals - Defining key user tasks and goals.
2. Recruitment - We have a complaint register from which we can quickly recruit to attend testing.
3. Testing - Observing and recording their interaction with the product. We record these sessions, so you can also watch live. You learn so much. We have a testing lab to do in-person interviews and testing, as well as a range of online services for virtual testing. 
4. Reviews - Analysing behaviours, bottlenecks, and feedback.
5. Recommendations - Delivering actionable insights and design recommendations.
   

All findings are prioritised and sized.

Q: What are the key benefits of User Testing?

User Testing delivers:

• Improved usability - Identifies friction points earlier in the design and development process, allowing for the catch and fix of issues early. 
• Increased satisfaction - Creates experiences that align with customers' needs and expectations.
• Reduced costs - Helps to minimise (or remove) the risk of rework, additional development, and unhappy customers.
• Higher conversions - Ensures your journeys and features are tailored for better results.
• Data-driven decisions - Reduce (or remove) internal bias and guesswork.
• Long-term retention - Create better experiences that enable your team to maintain momentum, rather than relying on endless tweaking and rework.
• Competitive edge - Differentiate your digital services through superior UX. 
• Higher retention - A considered and customer-first experience boosts return visits.
  

Q: Who benefits from User Testing?

Everyone - The entire team gains value from the insights and results of the testing.

• Business & Strategy - Aligns product direction with user needs.
• Marketing & Content - Refines messaging, tone, and structure.
• Technology & Development - Surfaces bugs, pain points, and technical gaps.
• Operations & Customer Support - Reduces user confusion and support queries.
  

Q: Can we run tests before anything is built?

Absolutely. You should always be testing, and the earlier the better. This allows you to validate ideas before investing heavily in design or development. We can test:

• Sketches or wireframes.
• Interactive prototypes.
• Mock-ups or staging environments.
• Working functional features
• Existing products before redesign/development
  

Q: What deliverables do we get?

We provide results that are easy to digest and set out clear recommendations for the next steps, and include:

• A comprehensive findings report.
• Highlight reels or session recordings (if applicable).
• Key pain points and usability issues.
• Strategic and tactical recommendations.
• A prioritised action list for your team.
  

Q: Can you give an example of how this helped another client?

Yes. For Danone Nutricia, we ran testing on a new specialist dietetic app. The insights gathered on navigation, functionality, and content directly shaped the design before build, ensuring a smoother and more intuitive experience for everyone once launched.