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Real user testing

The best way to test a service is to create an environment which is as close to its ‘real life’ environment as possible. Ask your product owner to recruit a group of users (preferably ones who will use your service when it goes live). Ask your users to try...

Diary studies

Diary studies can be used to record experiences, thoughts and activities over a period of time. It brings you as close as possible to your participants, without you actually being there. Diary studies can be paper or electronic. Mobile and online tools have the...

Site visits

A guided tour of the environment your service will interact with, will often show you much of what users forget to mention. Is wifi available? Do people on site wear gloves? What is the common language used here? Things that are more unconscious and obvious to users,...

Shadowing

This could mean watching someone use a digital service, while we take notes. Look for anything they struggle with and ask what it is they’re trying to do. Often, doing this individually with different users will flag up common problems that people would usually...