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Usability Studies

Your process might be perfect on paper, but if your customers, patients, or users can’t easily access or complete a task, you are wasting time, money, and goodwill.

Waller Hall Research specializes in removing the friction between your organization's goals and the human experience. We use simple, targeted qualitative research to find exactly where people struggle and how to fix it fast.

Understanding and
Enhancing User Experience

Usability studies evaluate how easily users interact with products like websites and apps. By observing users completing tasks, we identify difficulties and smooth points. This feedback uncovers friction areas and design flaws often overlooked by creators.

Whose User Experience Are We Talking About?

Image by Bradley Dunn

Service or Product Users

An intuitive UX boosts task completion enhancing retention and conversions. It encourages repeat purchases and recommendations while reducing customer support needs and costs.

Voters

Better UX builds public trust and increases the adoption of digital services. When government websites are easy to use, citizens can complete complex tasks without frustration, which streamlines processes and makes services accessible to more people.

Patients

A patient-focused UX directly impacts health outcomes and patient safety. It makes it simple for patients to manage their health proactively, reducing medical errors and building trust with providers.

Image by Priscilla Du Preez 🇨🇦

Students

A good UX boosts student engagement and learning outcomes. Clear, intuitive platforms reduce frustration, allowing students to focus on their studies and improve their academic performance.

What is User Experience for Different Industries?

Government Agencies

By improving the usability of public portals for things like tax filing or visa applications, agencies make services more efficient and reduce frustration for citizens and staff alike.

Consider Usability Studies To Enhance These

Improved Conversions

A smoother user journey on a website or app can lead to more sales, sign-ups, or completed forms.

Reduced Customer Support Costs

When users can easily find what they need, they're less likely to call for help, freeing up your support staff.

Increased User Retention and Loyalty

A positive, frustration-free experience builds trust and encourages users to return.

Construction Components

Operational &

Compliance Safety

A well-designed process reflects positively on correct use.

Issues That Signal a Weak User Experience

Organizations across sectors, from government to healthcare, invest heavily in digital to better serve the public. While these platforms aim to simplify processes and provide crucial information, their effectiveness hinges on user experience. Friction, such as confusing navigation or broken links, can undermine these efforts, leading to service adoption, missed opportunities, and a loss trust.

Healthcare

Problem: A clinic has low engagement in remote care.

A remote care app meant to monitor patients' blood pressure is riddled with issues. The Bluetooth syncing process is confusing and prone to failure, while manual data entry is buggy and often erases information. This frustration leads patients to abandon the app, creating a gap in their health data and hindering the clinic's ability to provide proactive, data-informed care.

Government Agency

Problem: A new public service portal has low citizen usage.

The newly launched portal for social services is inaccessible to a significant portion of the population. Its poor contrast and small font sizes make it difficult for older citizens to use. Additionally, its use of complex legal jargon makes the application process confusing and intimidating, ultimately driving users to make in-person visits and negating the portal's intended efficiency.

Higher Education

Problem: University website users can't find key information.

An international prospective student searches for application deadlines, tuition costs, and document requirements. They find that the information is scattered across different department pages, and the website's search function is ineffective. They become so frustrated with the lack of a clear, single source of truth that they opt to apply to a competing university with a more user-friendly digital presence.

Non-Profit Organizations

Problem: An NGO struggles to recruit volunteers online.

A motivated individual attempts to sign up to volunteer for a local cause but is immediately met with an unnecessary barrier: they must first create an account with a complex password. After this initial friction, they are not redirected back to the volunteer form but to a generic welcome page. Confused and annoyed, they abandon the process, and the NGO loses a valuable volunteer.

Ready to Solve Your Challenges?

You know your community and the issues you're facing.

We know how to get the honest answers you need to move forward.

Let's find the solution together.

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