We’re a user centred design-research agency that uses a variety of methods to help you understand more about your customers so that you can build products and deliver content that meets real user needs.
As experienced user-experience (UX) consultants, designers and user researchers, we’ve worked on a variety of public and private sector projects and we bring years of experience to each project.
We work during each stage of the project lifecycle, from discovery interviews with your target customers, to user-testing on your website, content design expertise and analytics reviews.
Why we’re a good partner for you
User research expertise.
As a specialist user research agency, we use a range of design-research methods to help you understand more about your customers so that you can create content that meets their needs. We’re confident that we can deliver this project on-time, with compelling and robust user needs and insights.
Content, usability and accessibility focussed.
Usability rules the web and we’ve conducted content audits, UX studies and accessibility research on a number of public and private sector projects. We pride ourselves on designing user journey’s which are intuitive, efficient and accessible.
Robust, mixed-methods approach to every project.
We use a mixed-methods approach to each research study to ensure that we capture a good amount of data from different sources and perspectives. By using a range of different data sources and research methods (such as user interviews, usability testing and journey mapping), we can gain a fuller understanding of your users’ context, needs and frustrations as they attempt to achieve their goals.
World-class remote research systems.
Our fully remote UX toolsuite will be available for remote user testing, live-chat, note-taking, and live streaming on our custom video streaming server.
"Initially, we weren't clear on what we wanted, but conversations with UserLabs enabled us to make informed decisions."
Nov 17, 2022
Head of Innovation, Donr
Brad French
Verified
Other industries
Newcastle, Northern Ireland
1-10 Employees
Online Review
Verified
UserLab helped a fundraising platform with developing their UI. They compiled key themes into actionable insights the client could use to improve their platform.
UserLab's work provided continuity of messaging throughout the client's supporter journey. They provided concrete ways to fulfill the client's goals with informed decisions. The vendor was also responsive and flexible to their needs.
The client submitted this review online.
BACKGROUND
Please describe your company and your position there.
I am the Head of Innovation at a UK-based charity fundraising platform.
OPPORTUNITY / CHALLENGE
For what projects/services did your company hire UserLab?
We recently launched a new fundraising solution. We have noticed significant drop-off at certain points in the user journey and wanted to understand the reasons behind this.
SOLUTION
How did you select this vendor?
We are based in the same city as UserLabs so were aware of their work. After a couple of conversations with UserLabs, we were able to pin down exactly what we wanted to achieve and how best to do so.
Describe the project in detail and walk through the stages of the project.
UserLabs ran a session to understand the outcomes we wanted to achieve from the project. They then used this information to design a series of user tests. We created a demo of a typical supporter journey. UserLabs then found candidates to follow the journey and provide commentary of their thoughts throughout. After the sessions, UserLabs compiled the key themes into actionable insights that we could take away.
How many resources from the vendor's team worked with you, and what were their positions?
We worked directly with Tom, who is the CEO and founder.
RESULTS & FEEDBACK
Can you share any outcomes from the project that demonstrate progress or success?
As a result of the project, we have been able to redesign the entry flow to reduce drop-off. This has included adjusting copy, re-ordering steps into a more coherent format and providing continuity of messaging throughout the supporter journey.
How effective was the workflow between your team and theirs?
Organising the project was very straightforward. We had a great deal of control over when things happened and UserLabs were responsive and flexible to our needs.
What did you find most impressive or unique about this company?
We were particularly impressed with how our abstract ideas were turned into a coherent project which delivered clear actions for us to take away. Initially, we weren't clear on what we wanted, but conversations with UserLabs enabled us to make informed decisions.
Are there any areas for improvement or something they could have done differently?
No.
RATINGS
5.0
Quality
5.0
Service & Deliverables
Schedule
5.0
On time / deadlines
Cost
5.0
Value / within estimates
Willing to Refer
5.0
NPS
UI/UX & Web Design for Tea & Coffee Company
Market ResearchUX/UI DesignWeb Design
Usability Testing
+6
Confidential
Nov. 2023 - Jan. 2024
5.0
Quality
5.0
Schedule
5.0
Cost
5.0
Willing to Refer
5.0
Apr 12, 2024
E-Commerce Manager, Ringtons
Andrew Davison
Retail
Newcastle, Northern Ireland
201-500 Employees
Online Review
UserLab was hired to develop a new website for a tea and coffee company. The team was responsible for providing prototypes to the designs and recommendations for optimizing the platform.
UserLab’s work and user testing efforts were met with positive acclaim, much to the client's delight. The team was highly collaborative from a workflow standpoint, and internal stakeholders were particularly impressed with the service provider's technical prowess and value-driven approach.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Ecommerce Manager of Ringtons
Describe what your company does in a single sentence.
We sell tea, coffee, biscuits and other gifts online and direct to consumer through our own delivery network
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire UserLab to accomplish?
User test prototypes of our new website design
Advise and feedback recommendations based on real users experiences and behaviours
SOLUTION
How did you find UserLab?
Online Search
Referral
Why did you select UserLab over others?
High ratings
Close to my geographic location
Pricing fit our budget
Great culture fit
Referred to me
How many teammates from UserLab were assigned to this project?
2-5 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
We required UserLabs to help us develop our new website design with a focus on new customers who have no previous experience of the brand. UserLabs recruited personnel based on our target demographics which included a wide range of requirements such as dietary need, location and age. The Key deliverables were to report back on the prototype designs of our new website and identify any points which were a struggle for a user or were confusing and give recommendations to remedy them. They delivered in full and on time which was a huge reason why our new website is performing as well as it is today!
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
Recruiting 5+ users to test the website in 3 separate rounds of user testing based on our requirements Organised and led user testing with the user as well as setting up a live stream for our team to view in real time Delivered a summary of recommendations based on findings from the user testing
Describe their project management. Did they deliver items on time? How did they respond to your needs?
They delivered on time and in full and without their input we would not have a website that converts as well. It was also a great opportunity to keep our customer at the centre of the website new design and not to be distracted by other features.
What was your primary form of communication with UserLab?
Virtual Meeting
Email or Messaging App
What did you find most impressive or unique about this company?
The user testing they did were world class and extracted all the potential value from each interview. If we tried to do this internally we would not have done as thorough or as good of a job and it has been worth the investment already.
Are there any areas for improvement or something UserLab could have done differently?
I can't say there is as they got things turned around for us in a relatively short time period.
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