User Testing
User testing is one of the most powerful tools to improve the customer experience. It’s not just a “nice to have.” It’s a key part of creating content that truly connects with the people we serve.
When you test your content with real users, the people you’re trying to reach, you learn what’s clear, confusing, and what needs to change. It’s how we make sure our messages make sense.
User testing helps you:
- Remove assumptions and biases we may not realize we have.
- See how real people understand and react to your content.
- Improve the quality and clarity of the message.
- Build trust with our customers showing that we care about their experience.
Whenever possible, build user testing into your content-creation process. A simple test can save time, reduce confusion, and improve outcomes for your customers.
Test in two stages.
- Original content: See what’s working and what’s not.
- Revised content: After you’ve made updates based on the feedback, test it again.
You only need 5–8 people to get helpful insights. More than that, and you’re likely to start hearing the same things.
Need help or guidance? Contact the Customer Experience team.