TeaCup Lab

BACKGROUND

Please describe your company and your position there.

I am the Founder and Director of a User Research agency based in London.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TeaCup Lab?

We hired TeaCup Lab to run some user research for the Spanish element of a global research project.

What were your goals for this project?

We needed to review desktop and mobile page designs:

1. Evaluate the look and feel of the designs
2. Evaluate marketing components that have been incorporated into the product - Home page, in-grid banners, etc.
3. Uncover any potential usability issues

SOLUTION

How did you select this vendor?

We have generated a network on user research partners. After reading the Tea Cup Lab website and speaking with them, we recognized their user research expertise was the best we had come across in Spain.

Describe the project in detail.

We can't go into detail due to client confidentiality.

What was the team composition?

Besides Clicked researchers, there were four people we dealt with at Tea Cup lab.

1. The interviewer
2. The project assistant/note taker
3. The office manager
4. The simultaneous translator

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Tea Cup Labs excel in many ways:

1. Adaptable to changing needs of the project
2. Providing guidance and ideas about how to improve the research structure
3. Good interpersonal skills with the client
4. Excellent analysis and reporting

Our client was really impressed with the Spanish stage of the global research project we did. We will definitely work with them in future when required.

How effective was the workflow between your team and theirs?

Tea Cup Lab are both proactive and feedback quickly when required. They communicate clearly and are not demanding.

What did you find most impressive about this company?

The level of UX knowledge was something that sets them apart from other research companies.

Are there any areas for improvement?

There are always improvements to be made - the only issue we had was difficulty in finding the venue the first time.

BACKGROUND

Please describe your company and your position there.

I am the Marketing Director for the Spanish and Portuguese markets at the world's leading long-distance carpooling service, connecting drivers with empty seats to people traveling the same way.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TeaCup Lab?

We needed to make sure that the key messages we were using for our marketing purposes were all up to date.

What were your goals for this project?

The main goals were:

1. Investigate reasons why people use our service (or don’t use it)
2. Analyze the entire customer journey through the service, discover the main pain points to address and the strengths of the service.
3. Gather actionable insights that can be used to design the new messaging strategy for our company in Spain.

SOLUTION

How did you select this vendor?

We selected TeaCup because another team from the company was already working with them for UX tests, and the feedback was very good. So we started a contest between 4 agencies and TeaCup delivered the best approach.

Describe the project in detail.

We identified 4 key user profiles they would like to investigate in these research activities:

1. People who know our company but are not planning to use it in the near future
2. People who are planning to use our service but never signed up
3. People who are registered users of our company although they never used the service
4. People that used our services

We ran 6 workshops of 2:00h to 2:30h each, one for each target audience, with 6 participants (+1 backup) each. Within the same workshop, we involved a mix of drivers and passengers with different traveling habits. Each workshop followed this structure:

• A set of questions regarding traveling habits and the participants' perception of the company 
• A divergence phase where participants identified the strengths and weaknesses of their experience with us.
• A convergence phase where participants worked together in defining a new messaging strategy that would help them overcome their doubts and fears of their relationship with us 

Workshops questions and exercises were adapted to each audience, although a set of common activities has been performed with all participants.

What was the team composition?

2 project managers from TeaCup and the people coming as sample for the workshops.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Thanks to the workshops we had a deeper understanding of the key messages and it was very useful for us to focus on the key message per segment. It was a way to challenge people and understanding deeper reasons, much more qualitative than just sending an online written survey.

How effective was the workflow between your team and theirs?

Very effective. We worked with GDrive docs, which made all our feedback process for the workshops preparation much easier and lean.

What did you find most impressive about this company?

They understood our needs and made the process simple. The preparation between both teams was easy going thanks to the clear communication.

Are there any areas for improvement?

Very happy with their approach and deliverables.

UPDATED REVIEW

This review was updated on September 13, 2019 for a separate project by the client company. The original star ratings were as follows: Overall - 5, Quality - 5, Schedule - 5, Cost - 4.5, NPS - 5. New content is below.

Please describe your company and your position there.

I am the UX researcher at the world's leading long-distance carpooling service.

For what projects/services did your company hire TeaCup Lab?

We run some usability tests in Madrid in order to test new features on our platform, concerning our new bus offer.

What were your goals for this project?

We wanted to check that these new features were well-understood, seen and how our members could use it or not.

How did you select this vendor?

I know Stefano for our previous companies and it always has been a pleasure to work with him! He's a real expert and competent about UX research and he's also very human. TeaCup Lab also has amazing offices and very convenient for usability tests.

Describe the project in detail.

TeaCup Lab was responsible for recruiting participants (members of our community) in Madrid for one-to-one tests in their lab. They also provided facilities for the test and took care of the moderation of the tests and a part of the analysis. We provided them a prototype which was translated in Spanish for the tests

What was the team composition?

I worked directly with Stefano on this project, he was my only interlocutor

Can you share any outcomes from the project that demonstrate progress or success?

Usability tests run perfectly, without no-shows or technical issues,

How effective was the workflow between your team and theirs?

We didn't use any specific tools but communication has been great during the whole project

What did you find most impressive about this company?

They were very involved during all the project

BACKGROUND

Please describe your company and your position there.

I am a senior manager for a company. Total No. of employee is 20,000.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TeaCup Lab?

TeaCup Lab has provided a service of usability test for our product.

What were your goals for this project?

To know if the usability of our product in a specific country. To know the real voice from user.

SOLUTION

How did you select this vendor?

First of all, we explained our project including purpose, expectation, deadline of schedule etc. via e-mail and skype meeting. They understood us quickly and provided us a quotation with good conditions.

Describe the project in detail.

After issuing the PO of this project, TeaCup Lab had always responded/answered to our question quickly, clearly, precisely and sincerely. They respond flexibly to our needs. In addition, they continued to make efforts to provide high-quality service by checking in advance any unclear points.

What was the team composition?

We were assigned a very talented person. She managed the whole project. We were able to promote the project without spending my time just by contacting her.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

In one month, we could complete usability tests with great success.

How effective was the workflow between your team and theirs?

During the 3 months, we enjoyed two projects. Although the schedule for both were tight, she and her boss convened the usability test participants very quickly. TeaCup Lab probably has a great database. 

What did you find most impressive about this company?

We observed the fact of how to proceed with the Usability test, and as a Moderator, it was proceeding the test smoothly. Additionally, they submitted the precise reports immediately after the usability test.

Are there any areas for improvement?

I can not think of any improvements to the quality of TeaCup Lab's service. It would be great if, in the future, TeaCup Lab could expand their labs to countries outside Spain as a business expansion.

BACKGROUND

Please describe your company and your position there.

We are a UX research agency based in the Netherlands.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TeaCup Lab?

We do not have Spanish expertise within the team that is why we hired TeaCup Lab to conduct our user tests in Spanish, with Spanish participants for us.

SOLUTION

How did you select this vendor?

We already collaborated (very well) before

Describe the scope of their work in detail.

Conducting usability interviews in Spanish. Details contained translations of the script, thinking along about the topics in the interview and joining the recap with insights at the end of the day.

What was the team composition?

We worked with Paulina and Stefano.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Not really relevant. We do not (yet) now how our client implemented the results or insights.

How effective was the workflow between your team and theirs?

Very effective. Paulina was very clear about the planning and the holidays that came in between. She was also willing to work around it as much as possible and was very fast in her correspondence.

What did you find most impressive about this company?

Their quality and speed were impressive.

Is there any area for improvement or anything that could have been done differently?

We already discussed that some of the requirements for the participants should have been checked more specifically. However, that was also a team effort, not only TeaCup's responsibility.

BACKGROUND

Please describe your company and your position there.

Ferpection is a ux research consultancy and I work as a UX Researcher.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TeaCup Lab?

User testing in Spain.

SOLUTION

How did you select this vendor?

Recommendation.

Describe the project in detail and walk through the stages of the project.

Help with hiring users and doing a user test in Europe for one of our clients.

How many resources from the vendor's team worked with you, and what were their positions?

CEO of the company and other consultants.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We achieved the required user feedback and completed a successful test.

How effective was the workflow between your team and theirs?

Great and professional communication with their team.

What did you find most impressive or unique about this company?

They always deliver great quality, including on the most complex and tricky projects.

Are there any areas for improvement or something they could have done differently?

N/A

BACKGROUND

Please describe your company and your position there.

UX Researcher

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TeaCup Lab?

User Testing

What were your goals for this project?

confidential

SOLUTION

How did you select this vendor?

via recommendation

Describe the project in detail.

User Testing with B2B customers and users

What was the team composition?

Supplier, Product Owner, UX Researcher, Sale Agents

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We gained important first hand knowledgable insights from users to come to an informed decision about the divisions digital strategy wrt the digitalization of a loyalty program.

How effective was the workflow between your team and theirs?

The workflow was highly effective.

What did you find most impressive about this company?

Speed, reaction time, efficiency and UX know-how

Are there any areas for improvement?

n.a.

BACKGROUND

Please describe your company and your position there.

UX-Project Lead at multinational market research company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TeaCup Lab?

UX-Test for medical website

What were your goals for this project?

Validate and improve a new website concept from real users' point of view

SOLUTION

How did you select this vendor?

Teacup Lab proved to have all the required experience to run an UX-Test with a very specific target group without serious efforts.

Describe the project in detail.

The user experience test needed to clarify various research questions and hypothesis about general and country-specific user requirements on medical websites in different markets across Europe. Thus it was a challenge to moderate the interviews, discussing general topics as well as regional market specifics in a quite limited time frame and always keep the focus on the most important issues.

What was the team composition?

Teacup Lab provided an experienced moderator and a most reliable note taker to observe the interviews live together with the client team.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Within two days, Teacup Lab provided the test results in a structured and insightful layout, allowing us to incorporate the regional findings into the cross-market analysis.

How effective was the workflow between your team and theirs?

Communication was always on point, on time and most reliable, allowing us to reach all objectives within shortest time.

What did you find most impressive about this company?

Teacup Lab has arranged a most professional and reliable UX-Test and oberservation room setting that seems perfectly designed to moderate, observe and stream interviews in highest quality.

The team knows what they are doing and support your project in an attentive and professional way.

Are there any areas for improvement?

No need for improvement!