Case studies
BES wanted to optimise their ecommerce experience for trade and DIY customers. User testing helped them to assess how effectively the website supports product discovery and purchasing, identifying opportunities to reduce friction and strengthen the...
Read BES case study
Amtico wanted to move beyond one-off research projects and bring customer evidence more consistently into its digital decision-making. Through a Continuous Research Partnership with Web Usability, the team established a regular programme of research that...
Read Amtico case study
The National Lottery Heritage Fund wanted to improve public access to funding data through an open data viewer. A programme of internal stakeholder research, usability testing and accessibility review ensured that the tool was useful,...
Read The National Lottery Heritage Fund case studyYorkshire Wildlife Park were able to simplify booking journeys, improve pricing clarity and create a more guided visitor experience across tickets, events, experiences and short breaks, following task and journey-focused usability testing.
Read Yorkshire Wildlife Park case studyVisitors were finding it hard to plan trips across Museum Wales' seven national sites. Usability testing with a diverse range of users identified exactly where visit planning and booking were breaking down, and what needed...
Read Museum Wales case studyUnderstanding how customers choose roses in a garden centre can’t be done online! In-store research revealed what was driving confidence at the moment of purchase, and how point-of-sale displays could best support it.
Read David Austin case studyPlanning a museum visit should be straightforward for everyone, regardless of how they access websites. Multi-phase inclusive user research gave the British Museum the evidence to make that a reality.
Read The British Museum case study
A Local Heritage Hub only works if the people it's built for can actually use it. Iterative research and testing ensured Historic England's new platform was effective for a genuinely diverse range of users, not...
Read Historic England case studyDigital experiences in travel and leisure live or die on how well they serve people at moments of real excitement or uncertainty. User research and testing helped multiple brands improve their digital presence and better...
Read Delightful UX for the travel and leisure sector case study
Accessibility compliance is a starting point, not a destination. A multi-year partnership helped LFRS build the knowledge, processes and confidence to make inclusion a sustained organisational commitment rather than a sporadic checkpoint.
Read Lancashire Fire and Rescue Service case study
Accessibility testing gave the Natural History Museum something more valuable than a list of fixes: a shared, evidence-based vision for what their website should feel like for every visitor.
Read Natural History Museum case studyA new website needed to perform commercially without losing the brand's distinctive character. User research gave the team the evidence to make confident decisions at every stage of the build.
Read David Austin Roses case study
An ongoing partnership with Lintbells, supporting their research needs and providing user evidence to inform new developments to the YuMOVE website. Here is an example of one such project
Read Lintbells case study
Ongoing accessibility partnership with Leicester City Council, supporting a drive for both WCAG compliance and genuine practical accessibility
Read Leicester City Council case study
Users had questions about climate change that London Councils' digital service wasn't answering clearly. Discovery research identified what people actually needed to know, and how best to provide it.
Read London Councils case study
Trade mark communications were unclear to the people who needed them most. Iterative usability testing identified where and why, leading to measurable improvements in clarity and effectiveness.
Read Intellectual Property Office case studyMaking a digital estate accessible requires more than a one-off audit. Collaborative consultancy helped Guildford Borough Council build a more inclusive approach across their digital services, with practical support at every stage.
Read Guildford Borough Council case study
A small travel brand was losing booking enquiries it couldn't afford to lose. ‘Quick and dirty’ usability testing quickly identified the friction points, giving the team clear, actionable changes that boosted enquiries without a costly...
Read Fish&Pips case study
Keeping a high-traffic heritage website working well for real visitors requires ongoing attention, not a single project. A regular programme of usability testing gave English Heritage a continuous evidence base for improvement.
Read English Heritage case study
Users weren't finding what they needed. Usability testing identified the root cause and gave TTCW the evidence to redesign their information architecture around what people actually came to do.
Read Time to Change Wales case study
User research and agile working combined to ensure this discount supermarket's new site was shaped by real customer behaviour from the start.
Read Discount supermarket case study
A high-performing groceries site doesn't happen by accident. Frequent iterative usability testing gave Waitrose a continuous feedback loop with real customers, ensuring every significant change was grounded in evidence.
Read Waitrose case study
Comprehensive user research and information architecture redevelopment resulted in an 80% task completion success rate on the new site, alongside significantly improved search visibility.
Read Cancer Research UK case study
Usability testing gave Renishaw's staff a shared, evidence-based picture of what customers actually needed, and the momentum to act on it together.
Read Renishaw case study
Getting a website right before launch is far less costly than fixing it afterwards. Iterative prototype testing gave Cambridge City Council the evidence to make confident design decisions before any code was written.
Read Cambridge City Council case study
Knowing a site has problems is one thing. Knowing what to fix first is another. Large-scale remote research quantified and prioritised the issues, giving Freemans a clear, evidence-based roadmap for redevelopment.
Read Freemans case study
User research gave the University of Westminster objective evidence that cut through internal disagreement from disparate departments and focused discussions on what students and staff actually needed.
Read University of Westminster case study
A B2B website redevelopment needed clear direction on what users actually needed to achieve. Research established that foundation and gave the whole team a shared, evidence-based starting point.
Read Watco case study
Effective site development and content production requires a genuine understanding of who you're creating it for. Research-led personas gave the Environment Agency a clear picture of both their internal and external audiences.
Read Environment Agency case study
Strategic priorities don't always align with what users actually need. Research evidence helped RAND and their client reset their direction, shifting focus towards the user goals that would make the greatest difference.
Read RAND case study
Testing with users across multiple countries revealed how differently people approach the same digital tasks, and gave the European Commission the inclusive insight needed to inform a more effective site.
Read European Commission case studyResearch-led personas gave Zero Waste Scotland's content team a clear, grounded focus for their new consumer-facing digital channels, before a word was written.
Read Zero Waste Scotland case study
Understanding what puzzle users value most required both the numbers and the reasons behind them. A combination of quantitative and qualitative insight gave The Times a clear picture of what their audience actually wanted.
Read The Times Puzzles case study
Pre- & post-launch usability testing for Liverpool City Council resulted in a 400% increase in online issue reporting and a reduction in call support
Read Liverpool City Council case study
Usability testing the new Universal Music site before go-live caught critical issues while there was still time to fix them.
Read Universal case study
Other clients we’ve worked with...
"The project has been a catalyst for moving the organisation to a truly user-centred approach..."
Nicola O'Connor
Digital Content Strategy Specialist
"The testing gave a real insight into user behaviour..."
Conor Moody
Web Content Strategy manager
"We found the research undertaken by Web Usability to be very insightful..."
Adrian Skeete
Market Research & Intelligence Manager
"Everybody said how much they got out of it and they are all itching to get on and change the system"
Robert Butcher
"Doing the user testing is a great way to get right to the heart of issues..."
Tina Poyser
VP, Classical Global Digital Business Development
"Web Usability were thorough and professional and the outcomes were practical and easy to use..."
Simon Ashley
Head of Interactive Development
"Web Usability's professional and insightful advice was invaluable to the successful delivery of our new website"
Brigitte Wilson
Web Project Manager
"The decision to work with Web Usability was a crucial learning in the development of our client’s product..."
Jay Flaxman
Director of RAND
"We were very happy with your work, we found it very well structured, clear and full of interesting advice"
Maria Lyra Traversa
Communication Adviser, European Commission
"The work we did with Web Usability was invaluable..."
Fiona Hall
Manager – Innovations and Web Development
"The remote testing provided crucial additional information on areas of the site we wanted to develop."
Emily Mckinley
Online Campaign Manager
