Usability Testing for Healthcare and Pharma

Our clinical UX researchers will test the usability of your product or service with your target users to reveal actionable insights that can guide decisions.

We’ll use specialist research software to watch users whilst navigating your digital products and carrying out a series of tasks. This can be carried out remotely or in person to suit the participants.

Usability testing can be exploratory in nature, using qualitative methods to uncover the ‘why’ behind what you observe when users interact with your product or service. It can also be evaluative in nature, using quantitative methods to measure performance against predefined metrics such as time-on-task, bounce rate, number of clicks in backward navigation, etc.

When conducting usability testing, we can also use ‘Customer Effort Scores’ or ‘System Usability Scores' (SUS) to allow you to make clear comparisons between usability testing session outcomes and measure the impact of any changes you implement.

If you’re experiencing low engagement with your digital products and services, usability testing will help provide insight on where there is room for improvement. By observing first-hand how your users interact with your digital products and seeing what they struggle with or excel at, you’ll be able to make changes to improve the customer experience.

As usability testing is carried out by real-life users, they can uncover issues and opportunities that others who are more familiar with your site or product, such as your internal teams, may be unable to. You’ll be able to identify quick wins for instant impact, as well as larger-scale changes or ideas for how to optimise your digital product in the future.

If you’re launching a new tool, usability testing can provide crucial user insight and direction by using an early-stage clickable prototype, before you commit to investing in the full product build.

The typical usability testing process follows these steps:

1. Understanding: Building understanding of your research objectives and the wider context of your digital product and target audiences.

2. Planning: Planning out the step-by-step process for each usability testing session. We can also create white labelled versions of your digital products here if required.

3. Recruitment: Sourcing appropriate participants from your target user groups.

4. Testing: Our UX researchers will facilitate the testing sessions, either virtually or in person.

5. Reporting: Analysed findings are presented back to you as a prioritised list of actionable improvements and recommendations to implement across your digital product or service, and a comprehensive written report will be provided.