User research and usability testing for better decisions

Replace assumptions with a clearer view of users

Stakeholders know a great deal about their organisation, but they do not always see how someone experiences its service. A confusing form, an unfamiliar term or a workaround used by frontline staff can be missed in planning meetings.

We investigate the needs and behaviour behind those problems. Research can inform a new product, explain why an existing journey is difficult, or test whether a proposed change helps people complete their task. We work with your team to decide which questions matter and which methods can answer them.

Research designed for the decision ahead

An engagement may include interviews, observation of an existing process, moderated usability sessions or a review of available product evidence. We agree who needs to participate, how recruitment will work and what access is required. Consent, handling of research material and any sensitive context are considered in the plan.

For usability testing, participants attempt realistic tasks using a prototype or live service. We look at what they do and where they encounter problems, alongside what they tell us. Findings distinguish recurring issues from individual preferences and identify questions that remain open.

We share the evidence with the people who need to act on it. Outputs can include a prioritised findings report, journey maps and recommendations for design or delivery. Your team should be able to trace an important recommendation back to what was observed.

Experience reaching the right participants

For the Department for Business & Trade, we conducted 25 in-depth interviews about payment practices. Participants included small business owners and people from larger organisations. The research identified issues relevant to the proposed digital service and policy work, showing the value of exploring the context around a transaction.

Can you research an internal staff system?

Yes. Employees, volunteers and operational partners are users too. For Trussell, research included workshops and visits to foodbanks; later prototype testing highlighted terminology differences and issues affecting people with lower digital skills.

Do we need a redesign afterwards?

Not necessarily. The evidence may point to a content change, a process improvement or a small interface fix. If design work is needed, our user-centred design service can carry findings into tested solutions. For barriers affecting disabled users, consider a focused accessibility assessment.