Understand and address barriers to Take Up

Usability testing enables you to watch real users attempting to solve problems and use public services available online. User testing sessions are facilitated and observed by an experienced usability team who have an in depth knowledge of usable and effective design patterns for local government service transactions.

Gain insights into:

  • The ease with which particpants can locate key services from the home page;
  • Usabilty issues that disrupt the flow of online transactions;
  • Users' experiences and attitudes towards adopting specific e-channels.

Clear and powerful video evidence and recommendations are provided for improving the usability and usefulness of the website.

With our usability testing, clients and their customers have experienced:

  •  Improved customer service and retention;
  •  Fluent user journeys that feel "simple" and "straightforward";
  •  Reduced call centre enquiries;
  •  Improved error handling for form based transactions;
  •  Increased customer confidence in online service security and value.

Nomensa’s usability testing takes three weeks per service, with significant time savings for multiple services. Each usability testing service addresses multiple online transactions.

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