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Basic Service FAQs

Video answers to the Top three FAQs

Video answers to the Top three FAQs

 

1. I'm considering signing-up - what exactly will I get?

Watch the Platform Overview video for a comprehensive look at what you'll get and how it works.

2. How do I launch my first test?

The Setting up a UX Test video explains how to set tasks, select users and launch tests on the platform.

3. How do I analyse my videos?

The WhatUsersDo platform tools make it a cinch, as explained in the How to Analyse UX Tests video.

All FAQs

Getting Started

WhatUsersDo is an online User Experience research service. You can set a task for our users and we record their screens and spoken thoughts as they complete that task. You can then watch online videos of their screens and voices.

You can even test mobile websites and apps on SmartPhone and Tablet devices.

Our clients use whatusersdo to test usability, benchmark competing websites, better understand user behaviour and get feedback on their online propositions.

Whatusersdo is used by Internet Marketers, Design Agencies, Website Owners, Developers, Public Sector web teams and Market Researchers across all sectors.

Some clients use the service to usability test their own live sites, others test prototypes in development and some benchmark their site against competitors. We've Agencies using it as a pitching tool to show videos of real people struggling with a prospective client's site (followed by how they'd improve it).

The rapid turn-around of whatusersdo means it's used by many Agile development teams.

Our clients know that:
"45% of users abandon sites with poor navigability, slow download times, or confusing content."(Boston Consulting Group)

Yes, WhatUsersDo is designed to allow you to get feedback on any digital experience including:

  • your own live website
  • competitors' sites
  • users' journeys starting at Google
  • Mobile Apps
  • Desktops, SmartPhones and Tablets

... at any design stage and especially prototypes such as those built with InVision, Marvel or Axure.

In fact, we've over 20 online test templates for you to choose from, or you can download the UX Testing Handbook for free and get tips, best practice and even more templates.

Basic Service UX Testing starts at £23 per user video. That's about $35 or €25.

For the Basic Service you can save through buying a subscription (with no long term commitment) or buy a one-off pack.

For each participant you get:

  • an online video showing the user's screen and mouse clicks synchronised with their voice (as they "think aloud") for Desktop tests or a video of the user's mobile device synchronised with their voice for mobile tests
  • tools to time-mark specific points of interest on the online video (we call these video tags)
  • an easy way to share your online video and tags with colleagues or clients
  • to download each video for offline viewing or editing
  • (for Website User Experience research) a usability metric (out of 100) using the Website Usability Scale
  • (for benchmarking) each participant's preferred website.

Most videos last between 15 and 20 minutes.

We recommend a minimum of 5 for basic journey testing, so long as you re-test your changes. You can read why on Jakob Nielsen's site.

We aim to complete UK orders within 2 working days and all other orders within 5 working days - you will be notified by email as soon as the results become available.

1. How to setup instructions for users

Setting instructions for users to follow is simple!  Choose an editable template:
 
 
... or build your own by choosing from these instruction types:
 
 
 
 
You'll probably want to start with Set a Scenario (e.g. You're Home Insurance is about to renew)
 
...then a Link to visit (e.g. http://morethan.com)
 
.....and then have at least one Task (e.g. Get an insurance quote for your Home).
 

Pro Tip: Users see one instruction at a time, so make sure you provide the link to visit BEFORE any Tasks.


 

2. How to choose the right type of instruction

It's really easy to get very insightful results because we support a mix of different instructions specifically designed for UX testing.

Choosing the right one is simple if you use this table:

 

Instruction TypeUsed forExamples

Special Requirements

                                                 

Asking users to prepare something for the test.

Please use the Chrome browser for this test

Make sure you have your latest electricity bill to hand before you start this test

Set a ScenarioThe mindset users should be in.

Your Home Insurance is about to renew and you're thinking of switching

You need a new pair of trainers for the Gym

A friend, who knows you're into exotic holidays, recommended this site

Link to visitLink to the website that is being tested (be sure to place this before Tasks).

http://www.bbc.co.uk

https://projects.invisionapp.com/share/HJ7UZO7MQ

TaskSomething that users should do, or a goal they should accomplish, that the site or app has been built for.

Find a dress you would genuinely consider buying that's in your size

Apply for an insurance quote, using fake personal details

Find the contact us page

Using only the menus find a list of our American holidays

Verbal ResponeA (usually open) question that users speak their answer to.

Say out loud the first three words that come to mind

How should we improve this site?

Was there any information missing from the product page?

Say who your current Home Insurance is with - if you can remember!

 

 

 

3. Directed and undirected Tasks

Self-generating tasks are for when you want to observe the most natural behaviour possible by asking users to think of something that they would genuinely want to buy or do on a website and to see how they achieve it e.g.
 
“Think of something that you would genuinely buy from this site. It could be for you or a gift for a friend. Say out loud what it is and then buy it.”
 
This is in contrast to a more directed approach where you would like them to follow a specific path or funnel because you’re after insight to find or fix a conversion problem.
 
“Using only the menus find a list of size 12 black dresses for under £50.”
 

4. Asking for Personal data

Sometimes your tasks require users to complete forms which include personal data. Since you (and anyone you share your results with) can see what they’re typing in the videos you should provide dummy data for them to use or ask them to use fake, but realistic data.
 
Dummy data is good if you need to quickly find and remove data from your systems.
 

5. Need users to create a real account?

If you absolutely need our users to create actual accounts on a site then you need to get their opt-in before they start the test using our Pre-screener question, e.g.
 
Question: “During this test we will ask you to use your real data to create an account – please confirm below whether you are happy to do this”
 
Response 1: “NO, I don’t want to use my real data”
Response 2: “YES, I’m happy to use my data for this test” – this would be your qualifying response.
 
Remember to include details for the user on who to get their details removed from the site after the test – you can do this by using the ‘Set a Scenario’ as your last item on the test.
 

6. Please don’t ask for payment

Unless instructed by WhatUsersDo (as part of a project using our Full Service) our users will not pay for an item, so tests you write should include instructions to stop before entering payment details, e.g.
 
“Using fake, but realistic, details please complete the purchase process including all forms - stopping at the point of payment.”
 

7. Test your test – run a pilot

Not sure your site is ready for testing? Not sure your test script will give you the sort of answers you’re looking for? Then run a 1 or 2-person pilot to check your tasks and then refine them before running a larger study.
 
It’s easy to launch the larger study later – just clone the pilot test, make your changes and then launch it.
 

8. Instructions from five popular test types that you can use

TEST EXAMPLE 1: How can we increase online sales and reduce checkout abandonment?
Scenario1Imagine that you are interested in buying a ADD PRODUCT OR SERVICE HERE and you've come across the following website.
URL2ADD YOUR LINK FOR THE USER TO VISIT HERE
Task3Find a ADD PRODUCT OR SERVICE HERE that you would genuinely consider buying.
Verbal4Was there enough information on the product page for you to make your decision to buy?
Task5Now add that item to your basket.
Task6Go to your basket and pretend you have decided you want two of the item your just added - double the quantity.
Task7Using fake, but realistic, details please complete the purchase process including all forms - stopping at the point of payment.
Task8If you needed to get the item delivered quickly how would you do that?
Verbal9In real life would you give your credit card details if requested by this website?
Verbal10If we could improve 1 thing in the purchase process for you what would that be?
Task11If you needed to return your purchase how would you do that?
   
TEST EXAMPLE 2: How can we improve customer acquisition from Google search?
Scenario1Imagine that you need to find ADD PRODUCT OR SERVICE HERE as quickly as possible.
Task2Using the internet any way you like, find 3 websites that offer ADD PRODUCT/SERVICE HERE to bookmark and come back to later.
Verbal3What was the first site you chose and why did you choose that one first?
Verbal4What was the second site you chose and why did you choose that one second?
Verbal5What was the third site you chose and why did you choose that one third?
 
TEST EXAMPLE 3: How can we steal customers from our competitors?
Scenario1Imagine that you are looking for a ADD PRODUCT OR SERVICE HERE.
URL2ADD YOUR LINK FOR THE USER TO VISIT HERE
Task4Find a ADD PRODUCT OR SERVICE HERE that you would genuinely consider buying.
Verbal3Was there enough information on the product page for you to make your decision to buy?
Task4Now add that item to your basket.
Task5Using fake, but realistic, details please complete the purchase process including all forms - stopping at the point of payment.
Task6If you needed to get the item delivered quickly how would you do that?
Scenario7You decide to look on another site
URL8ADD YOUR LINK FOR THE USER TO VISIT HERE
Task9Find a ADD PRODUCT OR SERVICE HERE that you would genuinely consider buying.
Verbal10Was there enough information on the product page for you to make your decision to buy?
Task11Now add that item to your basket.
Task12Using fake, but realistic, details please complete the purchase process including all forms - stopping at the point of payment.
Task13If you needed to get the item delivered quickly how would you do that?
Verbal14Which site did you prefer and why?
 
TEST EXAMPLE 4: How can I test a prototype?
Scenario1We are building a new website and would like your feedback. Not everything is working, so don't worry if you get stuck.
Scenario2Imagine that you're interested in BUYING/FINDING a ADD PRODUCT OR SERVICE HERE and you've come across the following website.
URL3ADD LINK FOR THE USER TO VISIT HERE
Task4Find a ADD PRODUCT OR SERVICE HERE that you would genuinely consider buying.
Verbal5Was there enough information on the product page for you to make your decision to buy?
Task6Now add that item to your basket.
Task7Go to your basket and pretend you have decided you want two of the item your just added - double the quantity.
Task8Using fake, but realistic, details please complete the purchase process including all forms - stopping at the point of payment.
Task9If you needed to get the item delivered quickly how would you do that?
Verbal10In real life would you give your credit card details if requested by this website?
Verbal11If we could improve 1 thing in the purchase process for you what would that be?
Task12If you needed to return your purchase how would you do that?
 
TEST EXAMPLE 5: How can we improve our App?
Scenario1You are thinking about THE PURPOSE OF THE APP
Task2Go to the App store on your phone and find the YOUR APP NAME
Verbal3Staying on the page for the App, say what you expect to be able to do with it
Task4Install the App on your phone (delete it after the test if you like)
Task5Use the App to TASK FOR USER TO COMPLETE
Verbal6What one thing should we do to the App to improve it?
Verbal7If you were to rate the App in the store - what rating would you give and why?


 

 

 

Yes. You can test pre-live* and live iOS and Android Apps.

*Because of Apple's environment, pre-live iOS Apps can only be tested with the Full Service.

User Panel

Most of our users have been recruited through word of mouth and each user has passed a pre-qualification test, which checks whether they are able to speak their thoughts while browsing and can stay on task. We reject about a quarter of all applicants. We pay users to complete tasks but they are not employees. We only pay them if you are happy that their video is fault free.

Our global user panel includes people from the UK, USA, France, Germany and the Netherlands. Our users are defined by their country of residence and not their nationality/citizenship or country of origin, which means that you have access to a much wider pool of cross-cultural users.

You can apply online to join our user panel.

Our users use their own computers and usual browsers (like Internet Explorer, Safari, Chrome or Firefox) from their home: not a lab. You will see what websites look like on a normal user's computer in their natural browsing environment.

Our screen recording software runs on Windows PCs, Netbooks and Apple Macs. We don't support older browsers like IE6. For mobile research we support iOS and Android Tablets and SmartPhones.

You can select users by age and gender or screen our panel for users in your target market using a custom (screener) question.

Learn more about setting a screener question.

Yes, all users have signed a confidentiality clause.

Yes. We've clients who use WhatUsersDo to conduct research using their own customers with the Private Panel service.

Results

Your videos are available on-line to stream (or download) for 6 months. After that they are available to download only.

You can download your videos and watch them offline or link to them from other applications like presentation software. Videos are in the widely used MP4 format. You may need to install a free player (like QuickTime) to use them on your computer.

Yes. If you want to mark and then jump to specific points of time in a video click the "Show tools" button and insert a tag as you watch. You can categorise and add comments to each tag.

You can can easily share tags with colleauges so they can watch a video segment online or download a tag to play offline (e.g. in a presentation).

The Website Usability Scale (WUS) is a Likert scale-based questionnaire to grade the usability of websites. For each single website usability test our users complete a short questionnaire and we calculate the WUS score from that.

The score is out of 100 and a score of 100 indicates best usability. Some studies have shown websites average a WUS score of 72.

This is what Participants see:

WUS

 

 

 

 

 

 

 

 

 

 

 

These are the statements:

1. I think that I would like to use this website frequently

2. I found the website unnecessarily complex

3. I thought the website was easy to use

4. I think that I would need the support of somebody technical to be able to use this website

5. I found the various functions in the website were well integrated

6. I thought there was too much inconsistency on this website

7. I imagine that most people would learn to use this website very quickly

8. I found the website very awkward to use

9. I felt very confident using the website

10. I needed to learn a lot of things before I could get going with this website

You can use individual WUS scores to prioritise which test videos to watch first - those with the lowest scores are likely to reveal the biggest problems.

WUS is based on SUS (System Usability Scale). SUS was developed as part of the usability engineering program in integrated office systems development at Digital Equipment Co Ltd., Reading, United Kingdom

The Net Promoter Score is derived from users answers to a single question (asked after they have completed tasks on a website): "How likely is it that you would recommend this site to a friend or colleague?". Users are presented with a scale of 0 to 10 to select from.

The Net Promoter Score is the difference between the percentage of Promoters (respondents giving 9 - 10) and Detractors (respondents giving 0 - 6).

Net Promoter Score = % of Promoters - % of Detractors

 

The Net Promoter Score is fast becoming a KPI for many organisations as a way to measure customer satisfaction. Using it as an exit question within your tests allows you to drill down into the reasons why users give you a specific score. The overall NPS score is displayed on the tests results page together with individual user's scores. NPS was developed by (and is a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix.

Your Account

You can add multiple logins to your account and easily share results.

If you are not totally satisfied with your results or our service, please contact us for a refund.

Yes. If you need end-to-end support for larger or always-on UX Testing projects our Full Service offering may be right for you.

Special Requests

Yes. We want to keep the cost as low as possible and so ask for payment in advance by credit or debit card, or by PayPal. But, If you can't pay by card then please contact us.