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User testing

UX method

Testing your product or service with users

User testing is a common assessment method in UX work. The session, run by a UX specialist, aims to measure the usability of a product or service and to identify the problems users run into (minor or major).

A user test involves having a participant complete a specific scenario, with physical products as much as digital services. Depending on the project's goals, you can run guerrilla tests, table-top user tests, remote usability tests, controlled-environment tests, and so on.

Throughout the test, an observer notes behaviours, whether the scenario's goals are met, the user's comments, and so on. It's also possible to record the testers' interaction sequences with the product.

Involving the end user brings an outside perspective and usage habits closer to reality. The exercise checks understanding issues and how well the product matches the needs.

See our user testing offer

What is user testing for?

  • confronting a product or service with real users
  • checking whether you actually meet user needs
  • assessing ease of use and usability
  • applying a user-centred approach to design
  • improving the user experience of a product or service

Why run user testing?

  • improving an existing platform by surfacing friction points to resolve
  • feeding product teams with field feedback
  • complementing the findings from an expert audit
  • validating a service or product before bringing it to market
  • reducing post-production corrections

How a user test runs

01

Preparation

To start, the research questions are turned into a research protocol. We define scenarios, the questions to ask, follow-up prompts, and the metrics to analyse (e.g. success rate, the path the user takes, number of attempts, etc.). Then we prepare the materials needed to run the tests (forms, instructions, note-taking document, prototype, etc.). It's very important to run a pilot test during preparation, to make sure the instructions are clear, that the test duration matches the estimate, and that the prototype works correctly.

02

Recruitment

Depending on the constraints and the stakes, the question of dedicated recruitment comes up. When we identify specific criteria, we work with the client, or a specialist partner, to source the right profiles. As a general rule, it's worth planning compensation suited to your users' profile (e.g. consumers vs professionals) and to the time you'd like them to give you.

03

Test session

A user test must run the same way for all your participants. The preparation works to make this consistency easier, by setting a precise thread and instructions written in advance. You can split a test session into four moments: Welcoming the participant. A pivotal moment, putting the user at ease by taking the time to explain what's going to happen and to answer their questions. Running the test. During the session, stay tuned in to participants and don't overlook non-verbal language. Here too, you can record all or part of the sessions depending on the density of information to analyse. Don't hesitate to suggest breaks if the session runs long. Debrief. It's very useful to ask the user for feedback on what they did, saw and felt during the test. These are all elements that can influence what you measure. Wrap-up. Once the test is over, stay attentive: it's sometimes in those off moments that the user shares a really interesting piece of information.

04

The analysis

We recommend taking a short moment after each test to note the few standout points. It can be a specific moment to consider for the analysis, a user quote, a particular reaction. This tip will save you time. Once the tests are done, you go back through the sessions one by one to extract the useful data. The data is usually centralised in a table to lay out all the information. Each step of the test then has its own section in a summary document. For more impact, we usually offer a short summary of the main points observed during the tests.

Ethics, personal data and user testing

When you run tests with users, you have to be very rigorous on these aspects. That means respecting the strict GDPR framework and precise processes for managing the data collected. We make sure users are perfectly clear about the goals of our studies and the data being collected. They sign a consent form and are compensated if the request asks more of them than a simple few-minute exchange.

Frequently asked questions

Example of user testing 1 of 6

A few of our case studies

Related methods

Research protocol

The research protocol describes the conditions, the resources and how an experiment or test runs, along with the questions it sets out to answer.

Read more about Research protocol

UX audit

Systematic, detailed analysis of an interface (web, mobile, business tool) against a set of criteria, used to surface friction points and produce illustrated recommendations.

Read more about UX audit

Guerrilla testing

Meeting users in public places to gather spontaneous feedback.

Read more about Guerrilla testing

Prototype

More or less advanced animation of the screens to present a dynamic journey to users and gather feedback.

Read more about Prototype

Usability

Usability measures whether a product lets its users reach their goals with effectiveness, efficiency and satisfaction, as defined by the ISO 9241-11 standard. An essential component of UX.

Read more about Usability

Nielsen's heuristics

Nielsen's 10 heuristics let an expert evaluate an interface without users. The most widespread method for diagnosing usability.

Read more about Nielsen's heuristics

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