Susan Bell Research specialises in user testing of written content

The skills we bring to this are:

  • Rich qualitative research expertise

  • Deep knowledge of the psychology of language

  • Extensive practical experience testing written content for a broad range of topics.

 This page describes our testing model and our approach in detail.  

To talk to us about our testing can help you, contact This email address is being protected from spambots. You need JavaScript enabled to view it.

Our user testing model for testing written content

Susan Bell Research has developed a unique model to use as the basis of our user testing for written content.

When to conduct user testing for written content

Our user testing of written content reveal how and why users react to the written content you have given them. Use it when you need to 

  • Convey technical, important or unfamiliar information to users

  • Communicate ideas or information to a market that is unfamiliar to you

  • Meet compliance or legal requirements.

Our user testing for written content model

As can be seen in our Model above, this form of user testing begins with empathy, where we understand what your users want , think and feel.  WE observe how they behave, j diagnose the reasons for that behaviour and propose new copy that wil engage your users more effectively

 

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The hidden problem in customer experience

In this short video, I explain how our user testing will help you solve a hidden problem in customer experience

Email Sue on: This email address is being protected from spambots. You need JavaScript enabled to view it.  Or phone her on +61 0409657317.

We are based in Sydney, Australia and are members of the Research Society with QPR and ISO 20252 accreditation.

 

User testing based on the science of language

Our user testing has been designed by a researcher who is also a linguist, drawing on the science of language. Our philosophy is that writers need to understand users, especially how those users talk and how they read.

What is the science of language?

The science of language has three components, for the purposes of user testing:

  1. The psychology of reading

  2. Conversation science, and

  3. Sensemaking

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User testing for written content is for CX, compliance and brand teams

We have been conducting user testing of written content  for over two decades. Our user testing of written content shows organisations how customers experience their content, from three perspectives:

  1. Customer experience. How do you users feel after reading your content?  Were they engaged? Empowered? Did they feel empathy, or were they left feeling cold, with no idea what to do next?
  2. Compliance.  What did your users read and what they understand? And really importantly what did they misunderstand or guess?
  3. Consistent brand voice.  Does your written content speak in your the same 'voice of your brand' as your other communications?  

We specialise in user testing of information about products such as investment and processes such as applying for insurance that are difficult to explain without resorting to jargon. Our service also helps organisations write about complex ideas - like How to Write a Will. 

How to book in a Discovery Call about user testing for written content

This call is obligation free and completely confidential. Together, we can discuss the content that you are considering testing and work out what kind of testing it needs - if any. 

What is Duty of Reasonable Care user testing?

General insurers in Australia need to meet Duty of Reasonable Care obligations because they have a duty to ensure that consumers do not make inadvertent errors, The insurer must ask the consumer the right questions and take customers' vulnerabilities into account. Questions must not be ambiguous.

Our user testing can help insurers with their Duty of Reasonable Care obligations

I have designed our Duty of Reasonable Care user testing method using my knowledge of the psychology of language, research methods, and regulation. It helps insurers understand how customers read and understand their content.  

This is what one client told us:

"This has given us the best chance we have to give our customers a good  customer experience. The business also benefits because it helped us simplify the process as much as possible and it meets legislative requirements."

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The right time to conduct user testing for content

This testing is suitable at the Discovery stage to help you understand and empathise with your users and understand the particular environmental or other contextual factors that will affect how they will read your content

It is suitable at the Evaluative stage, to test whether you have met users' needs.

 Our testing includes:

  • Sample design

  • One on one think-aloud interviews with your target market conducted by an experienced professional researcher

  • Interview guide crafted specifically for the information resource we are testing

  • Recruitment of participants including people with low literacy skills or with disabilities.

  • Analysis and reporting with recommendations

  • Confidentiality guaranteed by the Research Society Code of Professional Behaviour.

User testing for content - what to test

We can test anything.  Examples below:

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Email Sue on: This email address is being protected from spambots. You need JavaScript enabled to view it.  Or phone her on +61 0409657317.

We are based in Sydney, Australia and are members of the Research Society with QPR and ISO 20252 accreditation.

User testing methods: discovery or evaluation 

Our primary method is the think-aloud one on one Discovery interview. This form of testing takes 30 to 45 minutes on average. Sample sizes vary but are typically between 10 and 30  people in total. We test with your designated target market.

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For a quote or a confidential discussion about your research needs