User Experience Testing
Transform Your Digital Experience
Eliminate user pain points and create intuitive user experiences that drive behavioral (e.g. abandonment rates; average order value; conversions), attitudinal (e.g. NPS; CSAT) and business (e.g. sales; ROI; customer lifetime value) performance metrics.
Our Process
Significant time, effort and investment go into building and maintaining your website, app or chatbot. In today’s digital landscape, these
platforms are often your customer’s primary touchpoints, so ensuring their usability is essential.
We evaluate how real users interact with your digital experiences to uncover what captures attention, what causes friction and what
drives meaningful engagement. Our goal is to optimise usability, helping users achieve their goals easily and intuitively, while
strengthening emotional connection and supporting your business objectives.
We assess your platform across key UX pillars:
- Learnability: How easily can new users complete key tasks during their first interaction?
- Memorability: Can returning users navigate confidently after time away?
- Efficiency: How quickly and smoothly can experienced users complete core actions?
- User satisfaction: Does the experience feel enjoyable and intuitive, from design and flow to error handling?
Our studies are fully customisable based on your platform, objectives and user profiles. We help you choose which technologies and metrics to include, from visual attention tracking to emotional and cognitive evaluation. We collaborate closely with your team to define tasks that reflect key conversion or engagement goals and align with your design vision.
Using cutting-edge consumer neuroscience, we conduct controlled experiments that simulate real-world use cases while capturing non-conscious data, going beyond what users say to uncover how they feel and react.
Our approach captures user responses as they unfold during their journey through your platform. By analysing visual navigation patterns, we identify where users focus their attention and where they become distracted or lost. At the same time, we measure emotional and cognitive reactions throughout the experience, enabling us to infer frustration, confusion, delight or cognitive load in real time. These moment-by-moment data streams allow us to assess how intuitive, efficient and emotionally engaging your platform is.
We map biometric and behavioural data onto key user journeys, comparing actual experience with the ideal flows designed by your team. This reveals both deliberate and automatic drivers of user behaviour, from friction points and emotional dips to motivational triggers and missed opportunities. Our insights cover everything from visual hierarchy and navigation paths to user emotion, cognitive load and decision-making.
You’ll receive detailed attention heat maps, gaze replays, emotional journey graphs and strategic UX metrics, all linked to clear,
actionable recommendations. Whether it’s simplifying navigation, redesigning interfaces or minimising cognitive friction, we help you
create seamless, emotionally engaging digital experiences that encourage repeat visits and drive meaningful business results.
Case Studies
Website Usability for Telkom
Telkom, a leading South African telecom, sought to enhance its website to boost customer loyalty, engagement, and attract new users in a competitive market. Facing challenges in retaining customers and increasing spend, Telkom aimed to transform its website into a preferred contact point.
A two-phase approach evaluated the existing site’s user experience using eye-tracking, behavioral data, and neuromarketing techniques like Galvanic Skin Response and Facial Coding to assess visual attention and emotional responses.
Insights informed the design of a new, user-friendly website, optimised in Phase 2 to enhance engagement and reduce frustration. The redesigned site strengthened Telkom’s market position by fostering trust and encouraging regular use.
Chatbot Development for Liberty
Liberty SA has taken on the challenge of revolutionising the short-term insurance industry by developing a chatbot, which will allow clients to complete all their short-term insurance dealings through the chatbot, without having to speak to a call-centre representative.
This little chatbot will largely eradicate frustrations experienced by clients having to spend time on the phone tediously speaking to a call-centre agent. Neural Sense was tasked with helping to optimise the development of the chatbot through iterative consumer neuroscience testing.
Liberty needed to know what the chatbot would look like, what personality he would possess, and the tone and register he would use in his communications. In addition to this, we helped to optimise the end-to-end user journey to ensure that it’s smooth, effortless, user-friendly and intuitive.
If You're Still Thinking, "Why Should I?" Then Read On.
An enormous amount of time, effort and money goes into developing, promoting and maintaining your website, app and/or chatbot. In today’s digital age, it’s your customers main point of call. So doesn’t it also makes sense to invest in its usability – the ease with which the user can achieve their goals once they’ve finally landed on your homepage? But how usable are your digital platforms, really?
We optimise your online presence in terms of it’s ability to achieve:
- Learnability: How easy is it for a new user to accomplish tasks the first time they visit your online platform?
- Memorability: How easy is it for someone to come back to using it after they haven’t used it for a period of time?
- Efficiency: How quickly can users complete tasks once they have become familiar with it?
- User Satisfaction: Do users enjoy the overall experience – the design; the ease of navigation; the lack of errors or ability to resolve errors themselves?
We do this using cutting edge Consumer Neuroscience in controlled experiments to evaluate how your digital platform is navigated visually, as well as gain insight into both the emotional and cognitive experience of your users. We then use these insights to optimise your website, app and/or chatbot to create meaningful and emotionally engaging user experiences that deliver on your business objectives.