Design thinking resource

User Testing

A structured approach to observing how people interact with a prototype, product, service or experience in order to generate evidence and identify opportunities for improvement.

Learn from real behaviour

Ideas often appear effective when discussed within project teams. However, assumptions can quickly be challenged when people interact with a prototype for the first time.

User testing provides an opportunity to observe how individuals engage with a solution in practice. Rather than relying solely on opinions or predictions, teams can gather evidence from actual experiences.

Watching users interact with a prototype often reveals challenges, misunderstandings and opportunities that were not anticipated during development.

Focus on people rather than solutions

A common mistake is treating user testing as a way to prove that a solution is correct. Effective user testing focuses on learning rather than validation.

Participants are not being tested. The prototype is.

This perspective encourages teams to remain open to feedback and view unexpected outcomes as valuable learning opportunities rather than failures.

Generate evidence for improvement

User testing creates a direct connection between design decisions and user experiences.

Observations can reveal confusion, unmet needs, unexpected behaviours and areas where communication or functionality can be improved.

These insights help teams make informed decisions and strengthen solutions before implementation.

Put the method to work

Conduct a user test

Define the objective

Identify what you need to learn from the session.

Recruit participants

Select people who reflect the intended users.

Observe interactions

Watch participants engage with the prototype and complete tasks.

Analyse findings

Identify recurring patterns, opportunities and challenges.

Why it matters

What user testing makes possible

Evidence-based learning

Gain insights from real interactions.

Reduced risk

Identify issues before implementation.

Better user experiences

Understand needs more clearly.

Stronger solutions

Improve ideas through observation and feedback.

Continue exploring

Go deeper into conversations with users.

Learn how interviews help uncover motivations, needs and experiences.

View Interviews →