Customer Experience (Usability) Testing
What is customer experience (usability) testing?
Usability experts observe and record a small number of customers as they attempt critical and high frequency tasks on your website or with your web application. We look for navigation, search, content, and workflow issues that are negatively impacting your customers’ experience.
Why do customer experience testing?
Customer experience testing helps you understand problems your customers have using your website or web application. We prioritize opportunities for improvement to maximize your return on investment. We usually do multiple rounds of testing so changes can be validated as we look for new issues.
When should I do customer experience testing?
The testing can be done at any time. It typically takes 3 to 6 weeks to complete and costs between $8-20K. They are most useful as part of a continuous improvement program or when considering a major redesign.
What do I get?
Usability issues are identified and prioritized in a report consisting of many annotated screens shots that demonstrate the issues in context. Video clips help your team see the problem areas and resulting customer frustration. Recommendations for improvement are discussed with your team to explore the best solutions and arrive at a clear set of prioritized, actionable next steps.
Why Neo Insight?
The quality of testing and results is dependent on the experience of the people. All Neo Insight testers have a minimum10 years of web experience and engage in hundreds of test sessions every year. We track industry trends that affect customer expectations and understand how to help you make the critical decisions needed to balance your customer, business, and technical needs.
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