User experience (UX) testing

User experience (UX) testing or usability testing is a qualitative research methodology which involves directly observing and interviewing a participant using a product or service. It is widely used for testing apps and websites. A typical session lasts 60 to 90 minutes and can be conducted in a research facility or via a remote online platform.

UX testing helps you to evaluate your product or service, in private, with participants who are representative of your actual customers. This testing provides immediate and objective feedback on customer interactions. Modern UX testing software can also incorporate eye tracking or facial expression monitoring to provide deeper insight into your customers’ reactions to what they are seeing.

Website and app testing is one of the most popular types of usability testing since most people, whether consumers or B2B customers, will do some research and examine a company’s website before purchasing. UX testing will help you find out what customers see first, what aspects of your website or app they like and don’t like and what motivates them to purchase. Understanding your customer needs will lead to higher customer engagement, a better brand performance, and an increase in profitability.

We can tailor UX testing for any brand, with the end goal of assessing usability, accessibility, what works and what doesn’t. You can then apply quick wins (the easy changes to improve usability) and explore solutions to any deeper issues raised through testing.


Close up of infusion pump with blurred image of nurse checking readings in the background

UK user testing of infusion pumps in hospital and home settings

A well-established healthcare company had created a new infusion pump used for blood transfusions in a hospital and home care setting. The pumps had already undergone extensive in-house trials but the company wanted to test out the user experience with a sample of key worker nurses and caregivers. Our services on this project included end-to-end project management of the fieldwork process. This involved the recruitment of around 40 professionally registered nurses and carers, and booking our partner facility for the period of fielding. Our work helped give the company the confidence that they needed to continue with the development of the infusion guard pumps for commercial use.

Happy female tourist showing her passport at airport check-in desk

UK user testing of online platform for business travel visas

A digital innovation agency had developed a new platform to simplify the process of applying for business travel visas. The new platform had already undergone extensive in-house trials but the agency wanted to test out the user experience from end to end with a sample of real visa applicants. FieldworkHub recruited UK passport holders who wanted to apply for a business visa in the next two weeks and arranged for them to submit their application through the platform. We needed to establish a high degree of trust since some of the respondents were required to submit their passports to complete the application process. We also arranged for each respondent to fill in a short feedback survey about the application process. Our work helped give the agency the confidence that they needed to launch the platform as a fully commercial service.

Petrol station at dusk with cars visible on forecourt and shop at the rear. A car passes by at speed in the foreground

Multimodal research on purchasing habits in the UK

A well-established fuel retailer wanted to carry out 30-minute interviews which consisted of an initial eye-tracking activity and a follow up interview. Our work involved recruiting particular B2C profiles to take part in research into purchasing habits in petrol stations. Respondents had to live within a certain distance of the stations where research had been scheduled and meet particular screening criteria set by the client. The main focus of the research was on how customers were drawn to particular product categories and various advertising spaces once they entered a petrol station. We recruited and screened in over 40 participants and arranged for the client to speak to them all.