Customer Experience/Usability Testing

Discover the real experience of your customers as they try to complete their top tasks on their mobile; tablet; or desktop devices. Discover where visitors have difficulty and how to improve.

Benefits of Remote Usability Testing

  • Provides solid foundation for design decison making, based on behavioural data of real users
  • Provides understand of your customers' experiences and challenges in using your website or web application.
  • Observing live sessions, or reviewing session recordings engages and trains your team

What is customer experience testing?

  • A small number of customers attempt real tasks and think aloud while usability experts record their behaviour
  • Testing includes mobile; tablet; and desktop devices, and may include persons with disabilities as required
  • No unnatural experimental effects - participants use their own equipment, typically in their own environment, while the researches observe using remote meeting tools
  • We analyse the users' response to the site, and report on the issues that negatively impact your customers’ experience as they use their mobile; tablet; or desktop devices.

What is the cost and timeframe?

  • Typically takes 3 to 6 weeks to complete.
  • Costs typically range from $10-20K, depending on complexity, number of rounds of testing, and recruiting criteria.

When should I do customer experience testing?

  • Most cost effective early on in the design process (testing early prototypes), so that the recommendations can be incorporated before development begins
  • Also appropriate as part of a continuous improvement program or when considering a major redesign to determine the best return on investment for usability enhancements.

What do I get?

  • Report prioritizing the main usability issues
    • For each device type tested
    • Using annotated screens shots to demonstrate the issues in context and to support strategic recommendations as to possible solutions.
    • Video highlights to emphasize the “pain points” and to ensure the web team fully understand the issues and are aligned on the priorities and next steps.
  • Specific strategic and practical recommendations for improving the effectiveness of your site

Why Neo Insight?

  • Each facilitator has a minimum of 15 years of web experience and engages in hundreds of test sessions yearly.
  • 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.

Email us to discuss your needs

Or call us at:
+1 (613) 271-3001
+1 (866) 322-8522 Toll-Free


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  • +1 866 322 8522 Toll-free
  • +1 866 232 6968 Fax

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