User centred & action orientated

Our Approach

  • Web Usability is a specialist UX agency – this is all we do. We don’t build websites, provide SEO or other services: we focus on understanding the user experience and providing advice to make sites more effective.

    We deliver more than just reports – our approach ensures research gets turned into action. We combine rigorous user centred research with a process that develops recommendations that fit the client’s technical, resourcing, financial and political constraints, gets internal stakeholder buy-in, and reduces time from research to action.

    The problems we help clients solve include:

    • Understanding users’ needs
    • Improving website task completion, conversion, cross and up selling rates
    • Improving online transaction rates
    • Improving social media/email campaigns
    • Developing digital strategies

    We help to achieve our clients’ aims for their sites and make these sites more effective.

  • User Centred

    Only by putting the user at the centre of all decision making, can you be sure users will have a good experience on your site.

    All decisions (e.g. deciding a site strategy, developing an information architecture, writing content, improving usability, etc.) should be informed by user evidence. If you find you are disagreeing about an aspect of your site it means you don’t have a shared understanding of how users will behave. We involve users in all projects to provide user evidence and ensure decision making is user focused.

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  • Action focused

    Knowing the problems is only half the answer. Identifying the right actions and getting them implemented is the difficult bit! As well as doing research we focus on the ‘process’ of getting actions implemented.

    Our experience in change management consultancy means we have the understanding and skills to do this. Just writing a report will often fail to bring about action because individuals don’t accept the results, or there is no ‘shared understanding’ of these, or recommendations may not ‘fit’ the client context. A key element of our approach is to encourage all those who can influence the implementation of the research outcomes to attend at least some of the research and a discussion facilitated by Web Usability. This discussion facilitates the process of ‘sense-making’ enabling the development team to take ownership of the research results, develop a collective view of the issues to be addressed, and agree the appropriate actions.

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  • Specialist

    Web Usability is a specialist user experience research consultancy. We do not offer web site design and build services. Our entire focus is on understanding what users want and establishing how best to deliver this.

    We are not encumbered by concerns or other commitments involved in the construction of web sites, and we don’t have a rigid solution based on a proprietary design approach or software. We provide objective, unbiased and user based assessments of the effectiveness of web sites and recommendations tailored to specific client situations.

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  • Relevant and reliable research participants

    We undertake our own recruitment of testers and respondents – we do not use third parties. We believe this allows us to recruit more accurately to our client’s specification, provide greater flexibility, and treat testers and respondents in a decent and ethical way.

    We have a large database of potential testers and respondents (5,000+), including  general public with a wide range of e-commerce needs and interested in a wide range of topics, academics, students,  journalists, business owners, engineers, professionals in many different sectors and specialisms, etc.

     

    All potential testers and respondents undergo a detailed screening to ensure they match the tester profile – profiles of the testers are sent to the project manager prior to the research sessions for approval.

     

    Testers and respondents are paid an incentive for their participation in the research: this ensures their participation and demonstrates appreciation of the value of their involvement.

     

    We have a well established process for ensuring testers and respondents attend their research session – our ‘no-show’ rate is less than 1% (normal market research no-show rates are about 10%). We ensure testers and respondents receive the right information (e.g. they need to be aware they are being observed – if relevant -and recorded, and have consented to this) and manage testers’ and respondents’ expectations to ensure they arrive in a positive frame of mind to take part in the research.

     

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  • Ethical

    Web Usability is committed to an ethical consulting approach and to providing value for money. We try and go beyond just offering usability research and UX consulting services.

    With all projects we try and ensure that we:

    • Challenge clients’ views about user goals & behaviours and appropriate research methodologies to ensure all projects meet our clients’ objectives and provide value for money.
    • Don’t undertake projects we don’t think will provide the client with value for money or for which we do not have the right skills and experience
    • Transfer our knowledge and skills to clients’ staff to reduce ‘consultant dependency’
    • Work closely with the client to ensure that recommendations are framed within the client’s technical, financial, political and resourcing constraints and are, therefore, practical and actionable
    • Continually improve our services by formally seeking feedback on our performance following each research session

     

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