Involving Stakeholders in User Testing
summary
Begins with guerrilla tests in coffee shops, moves to booked meeting rooms, then to a reclaimed customer lab wired with an iMac, HDMI mirroring, a 4K camera and cheap speakers; uses silverback recordings early and then observation-only sessions with yellow and pink post-its to capture patterns. In-house testing cuts agency costs (from ~£5k to ~600/day for 5–6 participants), runs 5–6 users per day, recruits 2,000+ customers over three years, and feeds task completion, Single Ease Question and SUS metrics into one-page hypothesis reports.
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chapters (9)
- 0:00The challenges of outsourcing
- 2:13Moving usability in-house
- 3:46Starting with gorilla testing
- 5:42Using office meeting rooms
- 8:23Optimizing with two rooms
- 12:46Building a customer lab
- 20:53Stakeholder engagement
- 23:41Standardizing the process
- 28:50Lessons and future growth
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