We specialise in user testing for written content 

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

I am a professional researcher, linguist and written communications testing specialist.  I designed our User Testing for Style and Content to show 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

It 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?

Financial services firms need to meet Duty of Reasonable Care obligations because financial services firms have a duty to ensure that consumers do not make inadvertent errors when buying financial services products.

If that is you, to make sure that you are confident in your content, we suggest you do as our other clients have done and test your application forms to make sure that your customers have understood them.  

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We specialise in user testing for complex products and ideas

One of the most difficult challenges that content writers face when writing about complex products is to write in a way that users understand. Will users understand the terminology? How can technical ideas be conveyed clearly without over-simplifying them? Writing about complex products clearly is not an easy task, but it is an important one. Customers who cannot understand you or misunderstand your instructions will have a poor customer experience, leading to poor customer outcomes.  That is why user testing is essential.

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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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Why you need independent user testing for your content

The benefits of using an independent user testing agency that specialises in written content are:

  • Impartiality.  People who test their own material sometimes hear what they want to hear. Independent researchers hear everything. 
  • Interviewing skill. Interviewing someone about their level of understanding is a very different thing from conducting a standard user interview. Interviewing someone who is confused and potentially embarrassed about being confused requires professional interviewing skills.  We are research experts who have studied conversation science, so we know what users mean when they 'think aloud'. We understand how people read and how people talk.
  • Standards. We are members of the Research Society. We abide by a Code of Professional Behaviour that mandates privacy protection for example.

Our user testing is backed by the science of language, to give you confidence in your content.


For a quote or a confidential discussion about your research needs