User research and insight

User engagement is at the heart of our work. Whether it's lab-based 1-to-1 testing, ethnographic studies, or guerilla style usability testing, we believe that all digital services benefit from a better understanding of the people that use them.

We have our own in-house viewing facilities, Fluent Studios a dedicated research team and draw from a range of methods and techniques which form our user research "toolkit". These techniques include:

  • Focus groups
  • 1-to-1 usability testing
  • Quantitative surveys
  • Ethnographic studies
  • Guerrilla style usability testing
  • Eye tracking
  • Expert reviews
  • Competitor analyses.

  • Our methodology

    Our research methodology is based on the principles of behavioural psychology. Our researchers are academically trained with HCI and psychology experience to MSc or PhD level so we are best placed to understand how real people use real systems in real life.

    Whether we are testing in the field or in the lab, we use Naturalistic Usability Testing, our own unique methodology for usability testing which reduces the influence of the facilitator and increases both the reliability and validity of findings.

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  • Naturalistic Usability Testing

    Every user is unique, so we believe every testing session should be too

    We always try to test the main features of a website or application within the context of how people are likely to use it. Contrary to popular belief, user research sessions do not need to follow a standard script and our sessions are more tailored to the individual, allowing us to concentrate on observing users doing tasks that are relevant to them.

    Using our methodology we believe that the results we report have a higher level of validity than in traditional usability studies.

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  • Mobile, TV, gaming and non-desktop usability

    We have designed our and built our own usability labs which enable us to truly innovate in creating naturalistic usability testing environments including a "lounge" environment for multi-platform testing across tablet, TV and gaming - even simultaneously!

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Why choose Fluent?

Talk to us about how user research can help your organisation:

  • Better understand how well your current digital service works for your users
  • Identify problem areas with clear recommendations to address them
  • Build a strategic understanding of your target audience to inform current and future spend
  • Validate new ideas and concepts with users before costly project spend.