LGSDN

User testing

What is it?

User testing is a research method used to evaluate how easy and intuitive a product (like a website, app, or software) is to use by observing real users as they interact with it. It helps identify areas where users might struggle, get confused, or face problems, ultimately leading to improvements in the product’s design and user experience. 

Tips

1. Test with real users, not just colleagues

The most useful feedback came from actual service users — in our case, digitally confident parents. Their lived experience helped us spot things we wouldn’t have seen internally. Aim to recruit people who will actually use the service, even if in small numbers — it makes a big difference.

2. Use a mix of feedback methods

We combined paper surveys, online forms, and informal chats during the sessions. This gave us a richer understanding of how users experienced the service. Don’t rely on just one method — mixing it up helps people share in the way that suits them best.

3. Share what you learn

After testing, we ran a session to show what we’d heard and how it influenced the final design. This helped build trust, got others on board with the changes, and encouraged more people to take part in future work. Always find time to close the loop.

4. Plan early for inclusion

Most of our testers were already confident using digital tools and familiar with the council. That meant the feedback came from a fairly narrow group. Next time, start earlier and include time to reach people with lower digital confidence or less existing connection to the service. That way, you’ll design something that works for a wider range of users.

The method helps you