User testing services

Once a product has been released, user testing becomes a vital way to keep it relevant, effective, and enjoyable. User needs can shift quickly as markets evolve, features are added, or expectations change. Without regular testing, even strong products can start to feel outdated, leading to drops in engagement and customer satisfaction. Post-release user testing provides an opportunity to spot these changes early and adapt before they turn into bigger problems.

The benefits of this stage include:

• Usability issues: pinpoint specific usability problems that emerge once a product is in regular use.
• User experience improvement: refine the experience based on how users navigate the product in real-world scenarios.
• Validation of design decisions: confirm whether the design still meets expectations after release.
• Bottlenecks and frictions: uncover areas of friction in the user journey and streamline task completion.
• Accessibility and inclusivity: identify new accessibility issues that may have gone unnoticed pre-release.
• Error identification: highlight bugs and technical flaws that impact satisfaction.
• Early issue detection: find problems before they affect large user groups or become costly to fix.

The aim of post-release user testing is to evaluate how well a product holds up once it is being used at scale. Testing can be focused on a single new feature, or on a broader journey through the whole product. Breaking down tasks and flows helps create clear parameters to measure against.

We draw on a range of approaches depending on the goal and available resources:

• Remote and unsupervised: unmoderated testing using specialist tools, ideal for large numbers of participants.
• Remote and supervised: moderated testing sessions via video call, which provide structured feedback in a controlled setting.
• First-time users: testing how new users interact with the product for the first time, highlighting onboarding issues.
• In-person: facilitated sessions that allow richer observation and discussion, especially useful for validating more complex interactions (could include focus groups, workshops, card sorting sessions, interviews and more.)

Participants can include existing customers to understand how they engage with updates, or new users to identify onboarding barriers. In both cases, the goal is to ground improvements in evidence.

Recording and analysing findings is an essential part of the process. This can be done through facilitator notes, screen recordings, post-session surveys, or questionnaires. Once the data is gathered, we analyse recurring pain points, prioritise quick wins, and highlight longer-term improvements. This allows teams to resolve the most pressing issues while also shaping a roadmap for continuous optimisation.

The outcome of post-release user testing is not just a list of problems, but a set of actionable solutions. We help translate customer insights into design updates that can be implemented quickly and effectively. These refinements ensure that the product continues to meet business goals while keeping users satisfied.

Testing at this stage also builds trust with stakeholders, showing that decisions are grounded in evidence from real users rather than assumptions. It reduces the risk of expensive rework further down the line and increases confidence in the long-term direction of the product.

• Improved task flows and navigation based on real-world behaviour
• Faster resolution of usability issues raised after launch
• Clear prioritisation of quick fixes versus long-term improvements
• Stronger stakeholder alignment around post-release improvements
• Reduced risk of churn due to outdated or frustrating features, improved conversion rates
• A structured roadmap for future optimisation grounded in evidence