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User testing

There’s no user experience without involving users. While experience, data, and analytics can tell a story, there’s no better truth than straight from your customers. Who said you can’t teach an old dog new tricks?

You’ll have some old hats and we have a few bright sparks, and that experience will take you pretty far. That said, the value of learning directly from your customers can’t be understated; it will provide hard evidence for design and strategic decisions. From validating user needs and journeys to testing a new architecture or content, the value to your business of user testing cannot be under estimated.

Our approach to User Testing

Depending on where you are with your website or the maturity of your digital strategy, there are different research and testing approaches we can take. Each has their merits and efforts, but they all give you more context on how users perceive your brand and experience your service.

Personal insight


Nothing beats being among your customers, hearing them first hand and being able to question and dig deeper. Holding focus groups, interviews, and in-person testing sessions can give an incredible amount of insight into behaviour and expectations. And the evidence makes for a powerful case in deciding what features will give the most benefit.

At our Cardiff and Manchester offices, we have a test and observation room setups, where users can be taken through your site while being observed and recorded for analysis. We’ll create scripts and questions to make sure you get the most from the sessions, and provide reports for analysis and presentation.

user testing - personal insight



We appreciate that depending on your sector, users can be difficult to find, let alone pin down for testing sessions. In these cases there are a number of remote options that can suit the project. Whether it’s telephone interviews, online surveys, remote user testing, or using a testing platform and participant pool, we can still get valuable insight for decision making.

Online and remote options usually means we can gather a larger volume of data that can be analysed. This can then be used as a benchmark for testing and measuring future enhancements or concepts.

Tools of the trade

Online user testing

We use platforms such as UserTesting and Validately to test prototypes remotely with users. Our test scripts, questionnaires, and the platform videos, give essential insight into user behaviour.

inVision prototyping

inVision allows us to quickly create prototypes for testing from wireframes, designs, and even sketches.

Optimal Workshop

Optimal Workshop's suite of tools help plan the information architecture of the site and user experience, with card sorting, tree testing, and heat maps.

It’s easier than you think

User testing isn’t rocket science – it’s more like baking soda volcano science. And we love experiments. Tell us your problems, and we’ll help you find the best solutions.

What experience are you giving?

See how hard your website is working for you and your users with a free UX audit. Our team can assess the usability and experience of your site and give you a report on our findings.

Request free UX audit now
User testing