User Insights

When usability testing goes strategic

June 27, 2016

Recently we have been working with a start-up business developing a new website. They were working on tight timescales and budgets so it was essential that the research delivered added-value: it went well beyond ‘usability testing’ and significantly informed the strategic USP and brand proposition. The client, a provider of business finance, assumed that processing […]


So you think you know what is ‘normal’

May 26, 2016

I was reading an article in the Sunday papers about middle aged men drinking too much. This was accompanied by pieces by people who drank more than 50 units per week. These were not raving alcoholics but people with good jobs and happy family lives that you might meet in the course of your professional […]


Hall of shame – 17 steps to get my Vodafone bill

March 30, 2016

Every month I need to go to the Vodafone website to print a copy of my mobile bill in order to submit my expenses. Every month I have to click 17 times to get this bit of paper. Every time it infuriates me. So that is 12 times a year I have a bad user […]


Have your competitors got it wrong?

January 25, 2016

We have just completed an interesting bit of user research for a client looking at a financial service. The client was building a new site and wanted to check out the competition to see what learning they could gain. What was notable was that most of the websites emphasised a particular benefit – speed of […]


Meet the new X2-30

March 17, 2015

The world of IT kit changes at one hell of a rate. The first iPhone was launched in 2007 – do you recall the scepticism that greeted the launch? Why would you need a phone to do anything other than make calls? Less than a decade later, now we know. In the same year we […]


Remote Viewing

March 17, 2015

“Can I watch the testing remotely?” is a question we keep getting asked. In the past, while possible, this was complicated, unreliable and expensive. However, better connectivity and a new generation of streaming software means it is now simple and quick to set up, and the streaming is effective and reliable. This means that, while […]


Running online discussion groups is like talking to my teenage sons

January 19, 2015

As a mum to young teenage boys (writes Sarah Clark) you may think I’d say that conversation is severely lacking in our household…except it’s not! Just so long as I’m not expecting them to be face-to-face, I do have regular meaningful conversations with both my sons. And actually I‘d say these long distance communications tend […]


Don’t let linkbait get in the way of usability

October 14, 2014

We’ve just done some user testing on the prototype of a new website for a very large brand in the travel sector. The site was full of really useful widgets to help users achieve tasks – but also full of wordy content, outside and inside the widget boxes, none of which the testers looked at […]


Touchy feely – is the mouse redundant?

December 12, 2013

We have recently taken delivery of a Microsoft Surface tablet and a couple of touch screen monitors. For Peter, our director, it was like Christmas had come early. Delivery day saw him happily ripping opening packaging and focusing completely on his new toys. We could have asked him for 100% pay-rises and a week off […]