Customer Relevance

Usability Studies

Eyetracking

Traditional Focus Groups

Online Focus Groups

Contextual Interviews

Usability Testing Overview

Conducting usability testing with Customer Relevance provides an opportunity to evaluate the navigation and flow of your site based on feedback from your most important critics—your target audience. Usability tests consist of a series of individual interviews with relevant customer segments exploring a particular interactive experience or component. The goal is to understand, from your customers’ perspective perceptions about a given site and the relative ease of use.

How Do Usability Interviews work?

Sample Usability Session Clip:

Download WMV (11.5MB)

Typically, a usability interview is conducted at a formal focus group facility. A series of 60 minute, one-on-one interviews are conducted by an experienced usability moderator. Participants are invited into an interview room and are asked to complete specific tasks or activities on a given website. The click patterns and web behavior are recorded and analyzed by our usability experts. Additionally, the facilitator asks specific open ended questions throughout the interview in order to best understand the users web experience, specifically their reaction to the content, reaction to navigation options, clarity of nomenclature, ease of use, and suggestions for effective change.

Clients can observe these sessions via a one-way mirror, and are provided with video files of the sessions for reviews. Our usability reports typically include video clips from respondent interview sessions to reinforce major findings.

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The Benefits of Usability Testing
Decreased operating costs, i.e. fewer calls to support representatives/help lines Increased traffic and sales through improved findability so users will return again and again Heightened brand awareness Improved navigation of your site which in turn improves customer satisfaction and loyalty

Our Usability Approach:
Customer Relevance provides end-to-end capability:
Analysis of site functionality by executing website or prototype usability tests developed specifically for your target audience Recruitment of test participants using an in-depth screening process, making research more representative of your target audience Development of a structured, unbiased test environment to ensure accurate results Facility designation and management that is tailored to your needs--whether it be at our own location, within select research facilities throughout the US, or at various industry conferences Accurate and compelling study results based on both the verbal and non-verbal behavior of test participants Interactive final reports allowing you to view video highlights of each participant, along with actual mouse movements and verbal responses (including all assets used in testing) Data/Results analysis, including market comparisons, development of reports for critical decision making, and recommendations for remediation

Contact us today to find out how Customer Relevance can improve your site usability—and your bottom line.

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