Usability Testing

Nothing can compare to the hands-on experience of watching real customers interact with your site. See where your customers stumble, hear their frustrations, and learn how to make your site better. Listen to your customers; you’ll be glad you did. We promise.

If you have a project that does not require testing, but you would still like usability guidance, we also offer full usability assessments with detailed recommendations and annotated wireframes (page layouts).

Our Usability Testing Process

Usability testing puts your site in front of your customers and gives you the opportunity to watch how they navigate and use it. Participants that match your target audience are recruited to perform specific tasks on your site to determine what is and isn’t working well. You will have the opportunity to watch the tests as they occur, which is highly encouraged. In addition, you will receive a comprehensive recommendations document summarizing the results of the test.

Our Usability Testing Lab

Our office in Cleveland, Ohio includes a state-of-the-art usability testing facility. The lab features a full service observation room, complete with a one-way mirror for private client viewing, a control center, and real-time audio-visual monitoring. The adjacent participant room is fully equipped with high-tech digital recording services to create recordings of each testing session for those unable to attend. We also have partnerships with quality lab facilities throughout the country and can travel on request.

More Details: Our Four Step Process

Step One: Definition

• It’s our job to learn about your online strategy. Our experts work with you to gain an understanding of the business goals you have for your Web site and the new functionality you are testing.
• In addition, we review customer behavior and feedback to gain an understanding of interactions with your current site.
• Finally, we partner with you to refine target audience segments to lay the foundation for the next phase.

Step Two: Development

• Our experts collaborate with you to finalize your objectives and develop success criteria for your tests.
• Scenarios and tasks are created and refined based on both business and customer objectives.
• Recruiting screeners and scripts are created specifically for your target audience segments.
• We ensure focused recruiting to provide the highest quality participants.

Step Three: Execution

• Facilitated one-on-one interviews are conducted.
• The recognized “think-aloud” technique is typically used.
• You have the opportunity to watch your customers, listen, and learn as they go through your site.

• Once the testing is completed, we will provide you with a comprehensive recommendations document.
• Included are customer quotes, ideas, and recommendations on how to improve the customer experience on your site.
• We will focus on real-world implementation strategies. Critical issues, short-term fixes, and long term advice are prioritized based on the likelihood for overall impact.
• You receive straightforward visual examples, screenshots and specific instructions on how to make changes.
• The documentation will also highlight what you are doing right – so you can be sure to keep doing it.

Learn more:

To find out more about Web usability testing, please contact us or call 216-245-0490 for additional details. We look forward to speaking with you to see how our experts can help you engage your customers and improve your Web site’s usability.