Usability Testing

What is usability testing and what can be tested?

Usability testing is the process of taking real users from your target audience to identify how easily they can achieve their goal and how well they respond. This can be done on print brochures, websites, emails, video and TV ad campaigns.

Sometime usability testing can be combined with an expert review which can identify issues before actual users are involved.

User testing will bring teams together and provide evidence for organisations to move forward. Studies have shown that "Following a usability redesign, websites increase desired metrics by 135% on average." (Jakob Nielsen, Nielson Norman Group).

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Our unique process

We start by taking a brief so that we understand exactly what needs to be achieved from the usability testing. From there we take on the entire organisation of the project;

Writing the script

We are passionate about the detail that it takes to create natural user test processes. We go into great detail to ensure how the user engages with the test material is as close to the real world as possible. We adopt a qualitative flexible approach to testing as we believe this provides you with the greatest insight into your customer needs. We listen to your customers, gaining an insight into not only their thoughts, but also their vocabulary.

Recruiting targeted users

Recruiting the right people is key to the project. Because we use eye tracking is immediately obvious when a user is not engaging with a subject.

Moderating the sessions

Our usability practitioners are highly experienced with using eye tracking technology. Our usability sessions have been described as being respectful of the user which ensures that the sessions run smoothly with maximum insight being extracted.

Analysing the data

Eye tracking creates a huge amount of data that is recorded and requires many hours of reviewing. Our user experience consultants consolidate all the evidence into usable findings.

Reporting the findings

Our reports are easy to use and depending on which service you choose they document each issue with screenshots and evidence from the users. The deliverables for each project often vary but will include documentation of the findings and videos of user sessions.

Presenting the issues back to the team

We don't just leave it there. We want our work to make a difference to your organisation. If relevant we will run a workshop with key stakeholders to help the team make decisions based on the issues. We offer six months support on usability findings.

"Our quantitative and qualitative research doesn't help me improve our website, you give me evidence I can action." UK Retailer

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Usability testing with eye tracking

We use eye tracking as a tool for our usability testing for a number of reasons;

1. It's non-invasive and allows users to get on with tasks naturally.
2. The data is highly accurate and quantifiable.
3. Concise evidence is created allowing teams to accept the findings.

Traditional usability testing methods rely on users thinking allowed while carrying out tasks. Our methodology means that users are left alone as if they are unobserved. Depending on the type of usability testing we then carry out an interview with users when they are finished their tasks. When the eye tracking is played back to the user they are able to verbalise what they were thinking at the time.

"I've seen eye-tracking before but not with such fantastic analysis." Channel 4

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What can be achieved?

1. Eliminate key frustrations and problems from the user experience.
2. Improve business and receive a return on investment from your usability testing, examples of these could be removing barriers to completion or reducing direct contact by the end user to the company.
3. Inform business decisions and confidently choose designs based on evidence from users.
4. Gain business and brand insight about what is being tested.

Our reporting gives you evidence and recommendations to move forward with the project, but we also provide solution prototyping services too.

60% uplift in conversions & increased basket size - The Big Bathroom Shop

22.5% uplift in sales - Bensons for Beds

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Our testing facilities and options

Using our specialist suite of recording technology we are able to capture the user's actions, reactions, and comments as they work their way through the tasks. Our usability lab is fully mobile, and tests can be run anywhere where there is an internet network connection available, whether it's our own offices, onsite with you and your team, or even at your user's homes.

We have experience of testing internationally and have access to multiple usability testing facilities all over the world.

Our viewing facilities allow you to observe the usability testing sessions without disrupting the user. Our experience has taught us that encouraging all those involved in the website to actually sit down and watch a test as it happens can be a great discussion starter and really make your team feel involved.

Sometimes it is not possible to get users into a usability lab, so we have an option for users to take part in remote usability testing. We design the test, recruit and invite users to take part and analyse the data.

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Types of usability testing

• Key journey testing
• Design benchmarking
• Pre-launch testing
• Pre-launch competitor benchmarking
• Post launch in-depth testing.

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The detail

When should we do it and how often?

Usability testing can be done at any time in the development process. We follow a user centred design approach Whether you are prototyping a new website, revamping an old one or just wanting to spruce things up a bit, a usability test can provide you with a wealth of information that will be invaluable to the design/redesign process. Not least, it can prove an excellent motivator for your team.

Usability testing is not a one off 'tick the box' and the 'job is done' type of deal. If you are committed to delivering a quality service then you should be continually adapting to your customer needs. We recommend regular usability testing 'top-ups' every 6 months to keep you up to speed with your users.

How long will it take?

An average user session lasts around one hour and we recommend testing with 6 users in a day. We therefore suggest assigning at least one full day to user testing. For each day of testing we require time for preparation, analysis and documentation. That means a project with 6 users can potentially be turned around within 2 weeks.

How do we find 'users'?

We can help you to recruit a representative sample typical of your target audience. If you want to do it yourself, check out our guidelines on recruitment for usability testing. You should usually allow around two weeks to recruit suitable users.

How much will it cost?

This depends on how many different types of user you want to test your websites on. Check out our Usability cost estimator to determine what's viable within your budget.

Interested in Usability Testing?

Contact Us to discuss your website usability testing needs.

Use our Usability testing cost calculator to help you plan your budget.