Watch five customers use it, then decide
We talk to your customers and watch them use your website, app or service, then turn what we see into a ranked list of changes your team can act on.
Part of Design and digital experienceWhat we do
Data and stakeholder review
We start from your analytics, support tickets and sales notes, so the research targets the questions that are still open.
User interviews
One-to-one sessions with customers, prospects or staff in their own language, recorded with consent and summarized by theme.
Usability testing
Moderated sessions, in person or remote, where participants complete real tasks on your live product or on a prototype.
Journey mapping
The path from first search to repeat purchase or renewal, with the points where people hesitate or give up marked on it.
Card sorting and tree testing
Tests that show how people expect your menus and content to be grouped, before you commit to a navigation structure.
Participant recruitment
We find and schedule participants who match your customer profile, including people who use right-to-left interfaces and people who only use a phone.
When clients call us about this
The team argues about what users want
Decisions go to whoever speaks loudest because nobody has watched a customer use the product.
An important form loses people and nobody knows why
Analytics show where the drop happens, but not the reason behind it.
A redesign is about to start
Testing the current version first shows what to keep, so the new version does not repeat old mistakes.
Questions we are often asked
How many participants do we need?
For usability testing, a small group per user type usually surfaces the main problems. Interviews on strategy questions need more people. The plan recommends a number and explains why.
Can you test with our actual customers?
Yes, if you can introduce us. Otherwise we recruit people who match your customer profile and screen them before booking.
Do participants get paid?
Usually, with a voucher or a fee. Incentives are agreed with you in advance and listed separately in the quote.
What happens after the report?
We go through the findings with your team and agree which to fix first. We can then design the changes, or hand them to your developers.
Tell us what you want to build, fix or grow
We reply within one working day with questions or a short plan.