3.2 Conduct Early Usability and Inclusive Testing
Test with real users
Test prototypes with real users to understand whether concepts, content, and flows work as intended.
How to do it
Testing with real users usually follows a simple loop:
Prepare to test
Recruit users
Test with users
Review what you learned
Decide what to change or test next
1. Prepare to test
Before testing, teams should agree:
what they are testing (for example a journey, task, or decision point)
what they want to learn
which user groups to involve
how many sessions are realistic
Document decisions using a discussion guide print out
2. Recruit participants
Identify and recruit people who reflect the users you want to learn from.
Teams should agree:
which user groups to involve
how many participants are realistic (ofter 5-8 is enough to highlight 80% of the issues)
how they will be contacted or invited
who is responsible for recruitment
When contacting potential participants, make sure they understand:
why they are being involved
what will happen during the session
how their data will be used
3. Run testing sessions
During testing, focus on observing behaviour and listening, rather than explaining or defending the design.
Test comprehension Ask users to:
think aloud
explain what they think the service does
describe what they believe will happen next
interpret key instructions, questions, or messages
Capture issues and questions Note where users:
hesitate or get confused
misinterpret content
expect something different
Use a short discussion guide printout with the task/scenario and any questions you intend to ask. This helps you to stay focused.
4. Capture and review findings
After testing, bring the team together to review what was learned. Look for:
repeated issues or patterns
differences between user groups
assumptions that were challenged
ideas that clearly worked or failed
Capture findings in simple language that others can understand.
Refer back to the guidance on Analysing research findings
5. Decide what to change or test next
Use what you’ve learned to decide:
what to improve or change in the prototype
what assumptions need further testing
whether the current direction is strong enough to continue
Testing is most effective when it feeds directly into iteration.
Research operations (supporting guidance)
Research operations enable safe and repeatable testing but should be lightweight and proportionate.
Teams should consider:
informed consent and participant understanding
safeguarding and data protection requirements
secure storage of notes and recordings
clear ownership of research activities
Not all services require the same level of formality.
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