Head quartered in South Korea, Samsung is one of the World’s largest conglomerates with interests in various industries and markets. The UK team believe the website could perform better and we were invited to complete user research on the purchase journey for various consumer products such as TV and smartphone. Research focussed on the journey from homepage, via product listing and product detail page to basket and checkout. We identified a range of improvements from strategic, structure opportunities to tactical optimisation improvements.
Telefonica is a global telecommunications company based in Madrid, Spain. In the UK Telefonica operates through the VMO2 brand, one of the most recognised telecoms brands in the country. We provide a range of services with a key requirement being the support of their agile development programmes with fast cycle lite touch usability testing. In addition we provide full scale usability testing, taxonomy research and diary studies. We work closely with the VMO2 team and also with their agency VCCP.
“UX24/7 are great. Their ability to work alongside us, often at short notice, and deliver such a high quality user insight has been a breath of fresh air. Paul and his team of senior experts strike a lovely balance between integrity, professionalism and fun!”
Stewart Griffiths, Head of User Experience, Design & Copy, VMO2 Ltd
We have been working with eBay for a number of years delivering research to teams in the US and Germany as well as colleagues around the world. Engagements have ranged from multi-market taxonomy studies to discovery research and usability testing. We work closely with researchers and product owners providing insight to support the development or the eBay proposition.
Videojet asked UX24/7 to deliver a multi-market usability evaluation of the printer accessories and consumables purchase process. The study was run in China, Brazil, Germany and India with local UX24/7 researchers who formed a virtual team with Videojet’s own researcher who was running the US market. UX24/7 organised all the research operations including participant recruitment and scheduling for this challenging B2B requirement.
ROKU asked UX24/7 to organise and deliver lab-based research in the UK for a TV remote control evaluation. Multi-remotes were compared from ROKU and also a competitor evaluation was carried out. The insight delivered was shaped to fit ROKU’s template and approach.
“Our business has been working with UX24/7 for several years now, and with each new project the team continue to deliver clear, concise and most importantly actionable findings to help us drive our digital activities forwards”
Senior Insight Manager, Currys
We have been working with Currys since 2014 on a variety of projects involving developments to product listing pages, product detail pages, checkout journey, multi-channel delivery, single page checkout and more. We help mainly during the development process working with prototypes and helping to make Currys.co.uk a great website for customers on mobile, tablet and desktop platforms.
NatWest appointed UX24/7 to the preferred supplier list to provide usability testing and UX research. NatWest was looking for an agency focused in research, had full UK coverage and able to respond to short notice requirements from across the NatWest group. Following a rigorous selection process, we received feedback that in addition to meeting the selection criteria, our unique operating model, knowledge and experience of our team in user experience research were key reasons why NatWest chose UX24/7.
UX24/7 has been working with Shopify since 2019 providing international research support in the US, India and Europe. The majority of requirements have been discovery focussed with UX24/7 providing foundational insight to Shopify’s researchers and product owners.
UX24/7 has been helping Avios with various loyalty challenges and also with launching new products. We have carried out longitudinal diary studies for new propositions, support sprints, by embedding a researcher in Avios’s team and also delivered research around the core Avios points offer.
EMIS Health provides technology that supports healthcare teams to deliver better healthcare to patients. UX24/7 has worked with EMIS on a range of requirements including new product development through mixed-method (qual/quant) discovery research, contextual research in UK pharmacists and by providing embedded researchers to help deliver high demand.
Farfetch asked UX24/7 to organise and deliver multi-market discovery research about loyalty. UX24/7 delivered the study, which was focused on the luxury sector and therefore included a very challenging recruitment profile. Our team ran the research in UK, Germany, Saudi Arabia, Russia and Japan with our Lead researcher pulling together a consolidated report for presentation to Farfetch leadership team.
Stepstone asked UX24/7 to help scale the research team quickly. With a challenging recruitment market, Stepstone were struggling to recruit senior researchers and had significant demand from product owners. UX24/7 provided one of our researchers on an embedded basis, supported by our Research Ops team and Consultancy Director.
“UX24/7 provided one of their senior UX researchers to work on an embedded basis within the StepStone research team. We were really impressed with the seniority of the researcher and quality of her work. Not only did she pick up the work we needed to be done but she added real value to the team.”
Nikolai Evans, Group Head of UX, Stepstone
We worked with Moonpig on a 3 month engagement, embedding two of our team to support their digital transformation requirement. The location of the team was The Netherlands although they worked with both the Dutch and the UK team.
“The team at UX24 executed a complex user research and design project to help us better understand the attitudes, behaviors and experience of customers of Moonpig in the UK and of Greetz in the Netherlands. I’m very pleased with the outputs of the project as it has helped us immensely to define a clear strategy which we can implement over the coming year.”
Ronan Tighe, Chief Product Officer, Moonpig
GoCompare were the first comparison website we worked with and delivered various projects on different aspects of the insurance comparison journey. The first project we worked on was carried out in the home of customers and potential customers to explore their interaction online and with their home and surroundings. Others have involved optimising processes and evaluating developing prototypes. They tell us conversion has gone up following our work but won’t let us say by how much.
“Each time we work with UX24/7 we are impressed at how well they understand our requirements and so I’m happy to recommend them.”
Mark Gutteridge, Director of Insurance, GoCompare
We have run multiple projects for Dunelm including usability testing of prototype designs as well as an evaluation of a new taxonomy for the mega menu on their desktop website.
Trotter has asked UX24/7 to carry out an expert review of the website each year to review changes that have been made and provide opportunities to increase conversion. Reviews typically include the browse and search journeys plus other areas where significant changes have been made.
Huobi Group is a leading fintech services provider based in Singapore and we worked with the team in Beijing, China. Huobi.pro is a multi-language, digital-currency trading platform where users can trade Litecoin (LTC), Ethereum (ETH), Bitcoin Cash (BCH), Ethereum Classic (ETC) and more. Our initial engagement was to benchmark the Huobi.pro exchange with two competitor products to provide recommendations that will enhance the performance of Huobi.pro. Research was completed with crypto currency traders using counterbalanced tasks on each platform.
“Their research insights were very helpful for us to improve our product and we hope that Huobi will provide a better service to fintech users going forward. I also look forward to working with UX24/7 more in the future.“
Vanbin Fan, User Experience Director, Huobi
We mainly work on enterprise projects for Facebook dealing with difficult business to business requirements. We have carried out research about new propositions at the concept stage, then the prototypes once developed. We have also carried out research of an existing [help] function ahead of redesign. Our customer contacts are in the UK and US.
“As this was our first time user-testing in China – UX24/7 demonstrated they had both experience and contacts on the ground. They delivered a project that exceeded our expectations.”
International Development Director, Boden
We helped the team at Boden with international customer research and have worked on a variety of projects in various geographies. This has included multiple rounds of agile usability testing in Berlin, Germany, localisation research in Sydney, Australia and in both Beijing and Shanghai in China. Outputs from the research have included issues and recommendations for usability and localisation issues as whether as deeper contextual insight about shopping behaviours and preferences plus comparison with other international providers.
Cushon is helping millions of people to prepare for their retirement. By helping them find and consolidate their pension plans they provide a valuable financial service. UX24/7 is helping Cushon ensure the onboarding and ongoing experience provide confidence in the service and control to the customer.
LexisNexis is a leading global provider of legal and regulatory intelligence. Our engagements with LexisNexis have ranged from developing an internal maturity model to support their capability roadmap, and delivering research in the Brazilian market to carry out a user centred market assessment and evaluate desirability of key products.
MyHomeMove is the UK’s leading provider of mover conveyancing services. Recognising that more and more people were coming to the website on mobile devices they embarked on a 12-month redesign to optimise for mobile. Our first job was to identify how potential customers searched for and identified online conveyancing lawyers to inform the redesign. We then provided usability testing at each stage of development from lo-fi prototype to fully built website. The result was an 80% increase in mobile conversion.
“UX24/7 did a great job of running the usability testing across the different platforms as we expected, but we gained additional value from their knowledge of responsive web design and how it impacts usability. We learned more than we expected“
Esure is a well-known UK based brand providing home, motor and travel insurance. Customers are acquired both directly on the Esure website and also via comparison websites. Esure had noticed increasing mobile traffic and conversions and was about to embark on a website redesign to provide customers with a better experience. We were engaged to evaluate the acquisition journey from comparison site to landing and completing the journey on Esure for multiple insurance products. The output would provide quick wins and inform the redesign.
We evaluated the new Mercari proposition for the UK market. This involved competitor comparison and both mobile and desktop platforms. There was also the use a of development version to test some new ideas and concepts.
Marks & Spencer is a household-name in the UK that has been around for generations both on the high street, shopping centres and of course online. Outside of the UK M&S has a strong following from the ex-pat community and a growing native customer base in various markets. Our role was to provide recommendations for improved localisation to support both existing and potential US customers on mobile and desktop platforms by delivering user research in New York.
TUI UK is the UK subsidiary of TUI Group and owns a number of well known travel brands. One of these is the popular ski specialist, Crystal Ski. Two years ago Crystal Ski worked with UX24/7 on the launch of a new Ski app. Since then the needs of the business and holiday makers, and the capability digital offers, have evolved considerably. Once again our role was to support the development of the features and functions of the Crystal ski app through focus groups.
” Paul and Sarah from UX24/7 have been excellent when working on this project with us. They have been very flexible, approachable, and brilliant at giving expert guidance to provide us with a good outcome to our research. The venue chosen for the focus group was excellent, and the final report and debrief proved very insightful. We look forward to reviewing this further internally in order to drive our future roadmap.”
Amy Fletcher, Digital Product Manager, TUI Group
Optionis provides accountancy and umbrella services to consultants, freelancers and sole traders. Following acquisition, Optionis asked UX24/7 to assist with a digital transformation and rebrand. We delivered discovery research and supported multiple stages of redesign as the group and brands evolved.
Stars Group owns popular gaming brands including PokerStars, PokerStars Casino and BetStars. We were asked to evaluate a prototype for a new Poker Lobby app, developed on iOS and Android platforms, in the Russian market. The research location selected was Moscow and we briefed the project in the UK, handling all the translation and briefing our Accredited Practitioner in Moscow. The output was a detailed usability evaluation report delivered in English together with picture in picture session videos with English translation.
Domestic & General has been helping people protect their products through insurance and extended warranty for more than 100 years. In the UK, the company is embracing digital to transform the way they communicate and interact with customers. The D&G team work with a highly complex supply chain and our role is to help them make sure the prototype interfaces they are developing are invisible to customers.
We have provided usability testing services for TVG on mobile and desktop and both prototype and live websites and apps on both the East and West Coast of North America.
Specialist Holidays Group, part of TUI, was established in 2010 and contains a number of holidays brands. We have had the pleasure of working across the group on various research types including usability testing and focus groups.
We delivered an evaluation of the Travelodge app ahead of redesign. This project involved both consumer and business users and looked at the user journey design and was to identify opportunities and issues ahead of a redesign.
Everest home improvements is the UK’s best known provider of windows, doors and conservatories and encourages potential customers to “fit the best, fit Everest”. They have a genuine focus on user experience and ensuring that their customers interactions, whether on or offline, are in keeping with their market leading brand. We have a long standing relationship with Everest providing optimisation usability testing and true intent studies for the live website and prototype evaluations to support them when developing new ideas.
msg.ai is a leading enterprise conversational artificial intelligence company based in California. msg.ai enable organisation to develop one-to-one at every touch point in the customer journey and one of the ways of doing this is with AI chatbots. We were asked to evaluate a prototype AI chatbot in the UK and Mexican markets to provide feedback about performance against governance criteria and suggestions for improving localisation. We trained the AI and gathered insight using an adapted expert review methodology.
Yell is one of Britain’s most recognised brands having delivered the Yellow Pages to doorsteps nationwide for many years. Recently, Yell has had to change significantly, and is constantly evolving its digital proposition to compete with an array of new entrants. Part of our role has been to provide insight about the changing behaviours of consumers in relation to finding local service providers. We also evaluate developing website and app prototypes to ensure they deliver the level of customer experience demanded by Yell.
Carshop commissioned us to carry out a Usability Evaluation of their live website. They came to us on a limited time and budget and so instead of delivering a report we workshop’d the findings with them at the end of the day which proved to be very effective. We carried out one day of testing in London with 6 people on mobile and desktop.
Kaspersky Lab is headquartered in Moscow, Russia and we met them when delivering research in the Russian capital for another client. They provide cybersecurity and anti-virus software across a range of international markets. Researching security products is very involved and participant sessions can last 90 minutes or more. Most recently we ran a multi-market study with IT Administrators in Brazil, France, Germany, Spain and USA.
Working with Bonmarché, has involved delivering various research projects on the live website, with a view toward redesign, and on the developing prototypes ahead of launch. We also provided Google Analytics analysis and consultancy using the insight to influence optimisation projects involving both the inhouse team and also our UX expert review and research services. Bonmarché’s customers tend to be female and from the older age groups and for many they have not been using digital products for very long.
Oxfam is a charitable organisation founded more than 70 years ago during the Second World War. They have used digital channels in various ways since becoming the first UK charity to have a bespoke online shop, and in 2013 they extended their digital strategy to encompass supporter engagement. With limited funds and a strong desire to deliver an excellent user experience, Oxfam turned to us to complete an expert review of the community platform. We provided benchmark scoring together with actionable recommendations for improvement.