Understanding your users and their needs is the basis of our user-centred approach to designing and delivering digital solutions. We don’t assume you know what your users think, or how they behave. We use a variety of user research methods to discover who they are and what they need.
- Analytics and heatmap reviews
- In-depth interviews
- Stakeholder engagement
- Small group workshops
- Moderated usability testing
Mixd helped us create an accessible and user-friendly NHS website which looks great on all devices.Communications Manager – South Tees Hospitals NHS Foundation Trust
Proper consideration should always be given to user research when planning a project and that includes time and an appropriate budget, but that doesn’t mean user research has to be expensive. There are plenty of ways to get in touch with your users that cost very little, or even nothing at all.
For your research to be effective, your participants must be actual or likely users of your website. It’s also important to do research with all the different kinds of people who may need your service, including those who are disabled or use assistive technologies. To recruit participants, you can invite existing users of your service to take part, find people at a venue on the day, work with a community group or engage with colleagues to recruit relevant users.
You should invite the project team, stakeholders and people in your organisation who manage the website to our ‘show and tells’ and other activities where we share what we’ve learned from the research. Involving more people in user research helps your team make better decisions.
A heatmap is a graphical representation of data where values are depicted by colour. Heatmaps are a powerful way to understand what users do on your website pages i.e. where users click, how far they scroll and what they look at or ignore. They are useful in detecting what does or doesn’t work on a website or page and which parts and elements of a page users engage with.
Making your website inclusive means making sure it can be used by as many people as possible. Research will help identify the barriers users might face when trying to use your service.
Public sector websites must adhere to strict accessibility standards. User research can help identify accessibility issues and test the effectiveness of accessibility features.
User research can help determine how well a website communicates critical information and whether users can easily find the services and resources they need.
When users have a positive experience with a public sector website, they are more likely to trust the organisation and be satisfied with the services provided.