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CRO Customer Research

Usability Studies

Identify hidden barriers your users face through one-to-one sessions, revealing where they hesitate, struggle, or abandon tasks.

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12+ Years in the industry

530+ Full Scale CRO Programs

What is it?
Do you need it?
How it works
What you will receive

What is it?

Real users navigating real journeys.

Guesswork leads to assumptions. Observation leads to insight. Without seeing real users in action, critical usability issues remain hidden and decisions are made on incomplete evidence.

Usability Studies are live, one-on-one sessions where customers complete tasks on your website. These sessions reveal how users think, what they expect, where they hesitate, and which points of friction disrupt core journeys.

Do you need it?

When it is recommended

You want the direct voice of your customer

Analytics show what happened, but not what users were thinking – the pause before they click, the slight frown, the hesitation as they say, “I’m not sure what this means,” or “Where do I go next?” Without hearing their reasoning, noticing their body language, or observing that moment of uncertainty, optimisation becomes guesswork. Live Usability Studies uncover those thought processes in depth.

You need to save time and money

Launching new flows, campaigns, or features without validation can lead to costly rework. Identifying issues early prevents expensive redesigns and protects conversion performance. Testing with real users reduces that risk.

How it works

The key milestones

01 Participant Recruitment

First, we create screener questions and select participants aligned with your target audience criteria.

02 Participant Profile Summary

Next, we summarise the overview of participant demographics, goals, and behaviours – useful for developing or validating persona profiles.

03 Questions & Scenarios

Then, we develop task-based scenarios for participants to perform during testing sessions.

04 Interviews

We conduct one-on-one guided and non-guided interviews to capture real user behaviour and feedback.

05 Interview Analysis

We analyse participant interviews to extract actionable insights and identify common usability patterns.

06 SUS Score Calculation

We calculate System Usability Scale score based on participant feedback, providing a benchmark for overall usability perception.

07 Findings Markup

Lastly, we identify and document findings including detailed commentary and solution recommendations.

What you will receive

The deliverables included in this service

Usability Study Analysis & Recommendations Report

A detailed report with screenshots, commentary and actionable recommendations.

Link to Recorded Interviews

Direct access to all interview recordings for review of real user feedback and behaviour.

Repository of Integrated Insights

A centralised collection of all insights from the study.

Report Presentation and Q&A Session

A live session to walk through findings, discuss recommendations, and answer your questions.

GA4 & GTM Implementation

Want to see it in action?

Book a demo to explore our Usability Studies tactic and take the first step toward higher conversions.

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More ways we can help

Packages

Competitor Review

Ready to see how your competitors are performing? The Competitor Review reverse-engineers their strengths to help you close the gap, lead the pack, and act on opportunities to outperform, not just keep up.

Information Architecture

Looking to guide your users effortlessly to the right content? The Information Architecture reviews the structure of your global, main, and footer navigation so users can find what they need intuitively and efficiently.

Conversion Review

Seeking test-ready ideas to improve conversion? The Conversion Review applies the MECLABS conversion heuristic to uncover what motivates users, where friction or anxiety occurs, and which factors drive value for them.

We are
experienced in
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you use

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Personalization-focused A/B testing for Sitecore CMS.

Monetate enables personalised, data-driven experiences through testing and targeting at scale.

Server-side A/B testing tool for secure and fast testing at scale.

A/B testing tool focusing on fast experimentation and CRO.

AI-powered personalization and A/B testing for optimized engagement.

FullStory captures and analyses user sessions to uncover friction points and optimise digital experiences.

Clarity provides visual insights into user behavior through session recordings and heatmaps.

Hotjar reveals how users interact with your site through heatmaps, recordings, and feedback tools.

SurveyMonkey helps collect and analyse customer feedback to inform smarter decisions.

Platform for performing unguided user testing to get design validation

Get inspired with some success stories

Discover all the case studies

We’ve partnered with Conversion Kings for over three years across a range of initiatives including tracking, UX, and new website design. The experience has been consistently exceptional. From initial engagement through to delivery, the team brings professionalism, clear communication, and efficient execution to every project.

Piyush K • Marketing Manager • SilverChef