The question here is not whether the system works but whether people manage to do what they came for. Picture a dental clinic in Seville with online booking: the form validates properly and appointments land in the diary, yet half the patients over sixty give up when choosing a treatment, because the list says «Periodontics» and they are looking for «my gums bleed». No technical test would catch that. A session with five real patients will. We run the sessions at a distance: each participant joins from home on their own phone or computer, and we watch over a video call how they use it, without dropping hints.
We combine watching real people with an expert review of the interface and its accessibility, so the report explains what goes wrong, why and how to fix it.
We define what you want to learn, who should take part and which tasks to set. Tasks are everyday goals such as «move your Thursday appointment to next week» or «download the invoice for your last order», never click-by-click instructions.
The participant thinks aloud while attempting the task and the moderator only asks questions, never helps. Hesitations, backtracking and long silences reveal more than any survey.
Alongside the sessions, we walk through the interface against established usability criteria: wording, visual hierarchy, error messages, consistency between screens and loading on slow connections.
Keyboard use, NVDA and VoiceOver screen readers, contrast, text and button size, form labels. For public sector websites and apps we work to Royal Decree 1112/2018 and UNE-EN 301549; for companies, WCAG 2.1 AA. Whether Law 11/2023 applies to your business is worth confirming with your legal adviser.
Long forms, forced registration, payment steps, choosing a delivery method or collection point. This is where most people drop out and where a small change has the biggest effect.
Each issue with its severity, how many participants hit it, a clip of a few seconds and a concrete change to make. Handy for persuading decision-makers without lengthy meetings.
A full round, from preparation to report, fits into a short project. Sessions are booked at times that suit participants, including evenings.
We start from a specific doubt backed by your statistics: where people drop off, what they ask support, which screens attract complaints.
We choose participants who resemble your real users and prepare the tasks and the informed consent form.
Video calls on Teams or Google Meet lasting around 40 minutes, recorded with the participant's consent.
We group what we saw, separate one-offs from recurring problems and present the changes in order of impact.
Whoever designed the screen is the worst person to test it. They know where every button is and read what they meant to write rather than what is there. That is why participants must come from outside the project: customers, patients, residents or, at the very least, colleagues from another department who have never seen it.
The most effective route is inviting your own customers or users by email or a notice on the site, with a small thank-you such as a voucher. If your audience is very specialised, say healthcare staff or council officers, we help you put the invitation together.
Yes, and that is when fixes are cheapest. A clickable Figma prototype lets you test structure and wording before development starts, when changing something takes hours rather than weeks.
To uncover the main problems, yes: by the fourth or fifth participant the same stumbles keep recurring. Two small rounds with fixes in between beat one large round.
Every participant signs a consent form explaining why we record, who will see it and when it is deleted. Recordings are kept on servers in the EU with restricted access and erased on the agreed date. We provide the wording for your record of processing activities.
Tell us which service you want to improve and at which step you lose the most people. We will propose a tailored study.
Your request is with us
Expect an answer within one working day. A reported fault that has halted your team is handled first.
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