CX Insights

The Customer Knows Best: The Importance of User Testing

4 min read

Recently, Icons8 Magazine published a story from the dark side of design. A tale of colossal failure (their words) after they decided to redesign one of their services and lost 47% of its users in the process.

The article goes into detail about how Icons8 developed and promoted their ‘Request Icon’ feature. The intended goal was to replace an old design – making it simpler and more modern while continuing to drive conversions. However, after the redesign, the company found that almost 50% fewer users were requesting icons even though their overall website traffic remained the same.

user testing

The moral of the story? If you don’t first test a new or updated design on your users, you cannot predict its success. Although, in retrospect, it made for a great learning experience, here’s what you need to know in order to avoid a bittersweet design failure story of your own.

Why should I run user testing?

As Icons8 have demonstrated, gaining an understanding of how people use your product is vital if you want to achieve high user satisfaction.

This is where you should turn to User (or Usability) Testing – the process of both talking and listening to your users while they interact with your product. The insight this provides not only allows you to design and create a product that your users really want, but also enables you to stay one step ahead of your competitors.

As ThinkApps puts it, “If your product helps people achieve their goal, they will love it, they will continue to use it, and they will recommend it to others. So, you need to know how they use it. And that’s where user testing comes in.”

Ok, but how do I get started?

Make user testing a priority

Convincing stakeholders or project owners may be your first hurdle, but try not to sell user testing as something that’s optional. If you’re already implementing a user feedback solution then you’ll likely have tangible evidence, in the form of qualitative data, to prove that changes or updates need to be made.

It’s best to try and focus on the objective, not the procedure, and integrate the tests into your design process. You can always test prototypes, it doesn’t have to be the polished, full-featured design. For example, if you’re wondering if something looks clickable, a flat Photoshop mock-up will do. This way, things can be easily altered without adding unnecessary stress in the final stages.

user testing

Consult other professionals

A Pluralistic Walkthrough is a usability inspection method where a group of professionals walk through a scenario and discuss any usability issues associated with each step.

A good thing about this method is that it can be used during the early design stages, enabling the quick resolution of any issues. Plus, having multiple types of participants, often with different skillsets, means a greater number of problems can be detected in one go.

However, if your budget doesn’t allow for assembling a group of experts in a room for an hour, tools like InVision are extremely useful for uploading your designs or sketches. These can then be shared internally and your colleagues can add any critiques or feedback in the form of comments left directly on the designs.

Use your existing audience

There are a number of ways you can use your existing audience to experiment with new designs or iterations. Gradually phase in new elements, run A/B tests, or offer users the option to try out a beta version when they visit your site or platform.

user testing

With each of these options, it’s important to track the response of your users. The best way to do that? Ask them how they feel.

Having a passive feedback button on your webpage or app encourages users to share their experience – whether they uncover a potential bug or simply want to compliment your great design work.

With Usabilla you can also run targeted campaigns so you can ask the right users the right questions and make the most of their invaluable insight.

Ask the public

Hallway Usability Testing is a free and simple way to test out new concepts. Of course, you don’t need to literally grab people from the hallway, just head to a place where groups of people tend to hang out – it could be a Starbucks or a train platform. Simply ask passersby to interact with your product and listen to their feedback, and if people are reluctant to participate, don’t underestimate the power of free snacks!



As A List Apart explains, “best practices and common sense will get you only so far”.

When it comes to rolling out updated designs or new features, the best feedback you can get is from the people who will be using them. User testing not only improves the quality of your work, but it also helps build a strong case for stakeholder buy-in.

Your users are one of your most valuable resources, be sure to take advantage of that.

What’s your preferred method of usability testing? Send us a tweet @usabilla or let us know in the comments.

Usabilla: Request a demo

Robyn Collinge
As Usabilla's Copywriter, Robyn brings nice words together - like peanut butter, napping, and Sunday brunch.