Usability testing is central to Human Quality

Usability on its own is not enough anymore to ensure a positive customer experience. Our years of experience with hundreds of customers has given us a deep understanding into customer behaviour and a number of key frameworks in analysing this.  

To reveal and understand this wider view, we have developed our Tested on Customers™ framework, approaching customer testing to answer two fundamental questions:

Asking ’can they use it?’ tests physical attributes, whereas asking ‘are they engaged’ identifies emotional drivers.

Our two-pronged approach recognises that a system’s inherent ability to be used doesn’t mean your customers will actually use it.   Your customers will bring any number of emotional drivers to their relationship with your organisation which will impact their level of engagement with you, your product and their expectation of quality.

When executing this framework, we use task-based activities and exploratory questioning to:

  • Understand core needs of your customers
  • Uncover strengths for continued adoption
  • Pinpoint issues that need to be resolved
  • Capitalise on attractors
  • Negate detractors

Both task-based activities and exploratory questioning are supported by four key metrics:

  • Customer ease score
  • Task completion score
  • Likelihood to use
  • Net Promoter Score

The Tested on Customers™ framework is most often executed through one-on-one sessions with participants either in our national network of labs or in the field.

Expert Facilitation

All our sessions are conducted by experienced customer experience facilitators who are experts at working with test participants to understand expectations, identify preferences, and extract behavioural patterns.

Eye Tracking

All lab-based testing with AccessHQ incorporates eye tracking as standard.  Eye tracking allows us to ‘see through the eyes of the customer’ so we can generate visualisations showing where customers focus most.

Eye tracking can be carried out with items both on and off a computer screen such as a website, software, or design mock-up. Eye tracking can also be applied to printed material or a total immersive experience that incudes test materials and the environment around them.

The videos and images that result from eye-tracking are invaluable both from an analysis point of view, and in providing tangible demonstration materials that can be used across teams and in communicating with stakeholders.


Our usability testing is carried out in one-on-one participant sessions rather than group sessions. This is our preferred method because it allows us to avoid bias introduced by group dynamics and group think.

We tailor our approach

When we carry out usability projects, we take the time to completely understand the business goals of our clients to make sure that we create the best approach to gain impactful insights.

Talk to us if you have a usability testing project in mind.