But if you’re signing up to something that’s as enigmatically titled as ‘the Research Service’ you’ll need to know exactly what this means. 

Every single one of our clients has different needs, processes and goals when it comes to UX testing, and we’re happy to adapt to them all, but here’s some clear information on all the things you’ll have access to when working with our kickass UX research team…

What do I get with the Research Service?

You’ll have access to our team of experienced and impartial UX researchers.

Our knowledgeable and patient UX team will help you come up with ideas for a research project and write a UX test based on what you want to achieve.

Using the WhatUsersDo platform, we’ll recruit a selection of participants from our panel of 50,000 UK testers (we also operate in the USA, France, Germany, and Netherlands)  – or you can run a private panel of your own customers – and they’ll give you their spoken aloud thoughts and feelings, while interacting with your product. 

We then analyse these videos, and tailor a detailed UX insights report that will help you build a business case for improving the usability of your digital product.
We can also help you sell UX testing internally to stakeholders and prove how research can be aligned to your business goals, through training, workshops and results presentations.

Our research team are here to assist you to whatever degree you want. You can be guided every step of the way, or we can be hands-off if you already have experience with the way we work. 

Essentially what you’re getting with the Research Service is our knowledge and assistance. Think of it as buying a UX researcher who will sit on your team and fight for the experience of your users. 

All you have to do is tell us what you want to achieve and we will help you achieve it. 

What does the process typically look like?

This isn’t necessarily the same for all of our clients, but here’s the typical step-by-step experience for a first-time client…

  • You contact us because of your interest in the Research Service. Don’t be shy. We’re very nice.
  • We talk you through our process, and ask you what your own typical organisational process is. Do you work in sprints? Do you have your own development team? 
  • We then agree how to work together, including timelines, budgets and ultimately what you’re trying to achieve with UX testing.
  • We send you a briefing that confirms the following details: why you are doing the research, what’s the background for the project, who do you think your users are, what do you want to test, what region are your users located, what devices do they use, etc.
  • We review the briefing, then agree a way forward. 
  • We then write a test script for you. We’ll discuss it with you to make sure everything is clear and you’re happy with the test script. 
  • After all is agreed and signed-off, we launch the test! 
  • Using the WhatUsersDo platform, our remote participants will test your product, recording their actions and spoken-aloud thoughts as they interact with the test questions. 
  • The completed videos will begin arriving into the platform. You’re welcome to watch them as they arrive, but feel free to hold off as they won’t be quality assured by our team yet. 
  • We watch the videos, analyse them, review the analysis and begin writing a report, which will feature general analysis and the answers to your specific questions. 
  • We finalise your report. If it’s your first time, we’ll talk you through the details as well as taking you on a tour of the WhatUsersDo platform. If there’s anything that needs changing, we’ll finalise in the report.
  • Finally, we’ll send you the finished report, with a follow-up chat later if you need it.

What types of UX tests do you offer?

We can offer a variety of test types, all dependent on what is the most relevant to your own individual project. Here’s a little more detail on each test:


  • 5-10 users per device
  • We evaluate a product or service through testing with relevant participants, either from our own global panel of testers, or your own customers
  • The testers give you their spoken aloud thoughts and feelings, while interacting with your product. 
  • This will help you identify changes required to improve performance and satisfaction.
  • Read our article on remote UX testing for more information

Card sorting

  • 30-50 users per site
  • Card sorting is a test you can run to improve the navigation of your website
  • Participants organise topics into categories that make sense to them and they can label categories too
  • The final report includes the ideal navigational structure for your website
  • Read this article on card sorting for more information


  • 8-10 users per site 
  • Users perform tasks on competitor websites
  • This can help you learn where you can gain a competitive advantage
  • Testing includes your own website to provide context

Diary Study

  • 20+ users
  • Focuses on user behaviours, activities, and experiences over time
  • The study is self reported by users over an extended period
  • Generates a huge amount of qualitative data
  • Answers big fundamental questions

UX Express

  • This is the same as the usability test, but quicker!
  • 5 users per device
  • Focused on one answer to one research question
  • Less client input, faster turn around
  • Actionable reporting
  • Five day turnaround


  • 15+ users per site 
  • Less focus on issues, more about discovery
  • Will help you understand the user and context
  • It’s a blend of interview and observation
  • May use competitive products

What is the timeframe for research?

From the initial brief to writing the test, this can usually take 5 days. From launching the test to completion you can expect a turnaround of 10 days for smartphone tests and 7 days for desktop.

Do please bear in mind that the above are rough estimates and every individual project is different. 

How much does it cost?

This is a bespoke package tailored to your project, so give us a call and we can talk through your requirements. Prices start from around £6000 upwards for a typical top level one off project but it really is worth having that call to go through your needs and see what we do together.

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