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See Exactly Where Users Get Stuck, and Why

Interviews, usability tests and analytics reviews with your real audience, turned into a short, prioritised list of what to fix first.

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UX research and usability testing that replace guesses with evidence

Teams often argue about design based on opinion, because nobody has watched real users try the product. UX research changes that. Interviews reveal what people need and how they think about the problem, while usability testing shows exactly where they hesitate, misread a label or give up. A few sessions usually expose issues the team stopped noticing long ago.

We run research for products before design starts, during redesigns, and when metrics such as signup completion or checkout conversion fall short of expectations. Clients range from startups validating a concept to established companies whose internal tools frustrate staff. Research is useful at any stage, as long as it answers a specific question.

Nexzem plans each study around the decision you need to make, recruits participants who match your users in India or abroad, and runs moderated or remote sessions. Findings arrive as a concise report with video clips, severity ratings and recommended fixes, presented to your team. If you want, our designers then turn the findings into updated screens.

From a sticky note to a design decision

A sample persona built from the wall above, and the trace behind each of their insights: what we heard, what we learned, what we designed, and how the next round checks it.

Ritika, 38

Working parent, books between meetings · Pune

Sample persona · from the wall above

“I don't have time to call anyone. If I can't see it on my phone, it didn't happen.”

Goals

  • Book a trusted pro in under two minutes
  • Know the full price before committing
  • Fit the visit around school runs

Frustrations

  • Prices that appear only at checkout
  • Strangers at the door with no name or photo
  • Phoning to ask where the technician is
  • Rescheduling only by phone

Context

  • Phone first, often one-handed
  • Books in short gaps at work
  • Pays by UPI
  • Family updates on WhatsApp
Pick an insight from the wall

  1. 1We heard

    “Where's the price? Do I have to call?”P2 · sample interview

  2. 2We learned

    People decide on the total, not the hourly rate, and leave when it is missing.

  3. 3Opportunity

    How might we show the whole price before anyone has to ask?

  4. 4We changed

    AC service · From ₹299*

    AC service₹649All-in · visit fee included

    All-in price on every service card, visit fee included.

Checked in task 1 of the sample test below.

  1. 1We heard

    “Who exactly is coming to my house?”P1 · sample interview

  2. 2We learned

    Trust is about the person, not the platform: a name, a face, a check.

  3. 3Opportunity

    How might we introduce the technician before the customer pays?

  4. 4We changed

    RKRavi K.✓ ID verifiedSat, 4–6 pm

    Technician profile with photo and ID check, shown before payment.

Checked in task 2 of the sample test below.

  1. 1We heard

    “Give me a window I can plan around”P2 · sample interview

  2. 2We learned

    A narrow, live arrival window matters more than an early slot.

  3. 3Opportunity

    How might we make 'where are they?' a glance, not a call?

  4. 4We changed

    On the way

    Arriving 4:10–4:25 pm

    Updates on WhatsApp · On

    Live 'on the way' card with a 15-minute window, mirrored on WhatsApp.

Checked in task 3 of the sample test below.

  1. 1We heard

    “Couldn't reschedule without phoning”P2 · sample interview

  2. 2We learned

    Plans change; a booking people can't move feels like a trap.

  3. 3Opportunity

    How might we let people move a booking from wherever they are?

  4. 4We changed

    Booking confirmed: Sat, 4–6 pm.

    RescheduleCancel

    Reschedule and cancel in two taps from the confirmation message.

Checked in task 4 of the sample test below.

Sample usability test · illustrative numbers, not client data

Did the changes work?

Round 1 · current flow vs Round 2 · redesigned prototype, 5 people each.

CompletedWith helpNot completed

  1. 1Find the full price of an AC service

    Round 1

    Round 2

    Median time on task

    R12m 40s

    R20m 48s

  2. 2Check who is coming before paying

    Round 1

    Round 2

    Median time on task

    R11m 55s

    R20m 35s

  3. 3Find out when the technician arrives

    Round 1

    Round 2

    Median time on task

    R11m 30s

    R20m 20s

  4. 4Move the booking to Sunday

    Round 1

    Round 2

    Median time on task

    R13m 10s

    R21m 05s

Our UX Research & Usability Testing services

User interviews, usability testing and analytics reviews that show what users actually do and why.

  1. 01

    User Interviews

    One-to-one conversations that uncover user goals, workflows, frustrations and language, shaping what you build and how you describe it.

  2. 02

    Moderated Usability Testing

    Live sessions where participants complete real tasks while thinking aloud, showing precisely where, when and why they struggle with your product.

  3. 03

    Remote Unmoderated Testing

    Task-based tests that users complete on their own devices, useful for quick feedback from larger or geographically spread groups.

  4. 04

    Heuristic UX Audit

    Expert review of your product against usability principles and accessibility basics, with annotated screenshots and clear priorities for your team.

  5. 05

    Surveys and Analytics Review

    Combine survey responses with funnel and behaviour data to measure where problems occur and how many users they affect.

  6. 06

    Card Sorting and Tree Testing

    Test how users group and find information, so menus and navigation match their mental model rather than your org chart.

  7. 07

    Participant Recruitment

    Find and screen participants who match your audience by role, industry, location or behaviour, including scheduling and incentives.

How UX Research & Usability Testing engagements run

Clear stages with a review at the end of each, so you always know what happens next and what it costs.

  1. 1Kick-off

    Research Plan

    Define questions, methods, participant profile and success measures.

  2. 2Stage 2

    Recruit

    Screen and schedule participants who match your users.

  3. 3Stage 3

    Run Sessions

    Conduct interviews or tests, recorded with participant consent.

  4. 4Handover

    Analyse and Report

    Synthesise findings, rate severity and present recommendations with clips.

UX Research & Usability Testing with Nexzem: what you get

  • Nexzem designResolved

    Evidence over opinion

    Clips of real users settle design debates quickly and objectively.

  • Nexzem designResolved

    Fix the right things first

    Severity ratings show which problems cost the most, so effort goes where it matters.

  • Nexzem designResolved

    Lower redesign risk

    Testing before launch catches confusion while changes are still cheap.

  • Nexzem designResolved

    Actionable outputs

    Every finding comes with a recommended fix your team can schedule.

Choosing the right research method

User research methods answer different questions. Interviews explore needs, motivations and context, which helps when deciding what to build. Usability testing observes people completing tasks, which reveals whether a design works. Surveys measure attitudes across larger groups, and analytics show what people actually do at scale.

The right method depends on the decision ahead. Early in a project, generative research such as interviews and field observation uncovers opportunities. Once designs exist, evaluative research such as usability testing checks whether they work. After launch, analytics and surveys monitor real-world performance.

Card sorting and tree testing help structure navigation and content. They show how users group information and whether they can find items in a proposed menu structure, which is valuable for websites, intranets and complex applications. Combining qualitative and quantitative methods gives the most reliable picture. Analytics may show where users drop off, while interviews and testing explain why, guiding fixes that address real causes.

Writing a research plan

A short research plan keeps studies focused and makes results easier to act on. Without one, research tends to drift into interesting observations that do not answer the questions decision makers actually have. Most plans fit on a page or two and include the elements below.

Recruiting the right participants matters more than recruiting many. Five to eight participants per user group often reveal the most important usability problems, while a mismatched audience can produce misleading conclusions. Agree in advance how findings will be used. If a study is meant to choose between two designs, define the criteria that will decide the outcome before testing starts. Ethics and privacy deserve attention: informed consent, secure handling of recordings and fair compensation for participants' time.

  • Research questions tied to upcoming decisions.
  • Methods and why they suit the questions.
  • Participant criteria and recruitment approach.
  • Tasks, discussion guide or survey questions.
  • Timeline, deliverables and decision owners.

Turning research into product decisions

Research only creates value when it changes decisions. Findings should be prioritized by severity and frequency, linked to specific screens or flows, and paired with recommendations the team can act on. A long list of observations without priorities often overwhelms teams and leads to inaction.

Share findings in formats people actually consume: short summaries, highlight videos and workshops where designers, developers and product managers review results together and agree next steps. Watching real users struggle builds empathy and urgency far more effectively than written reports.

Validate changes after implementation. Follow-up testing or A/B testing confirms whether redesigns solved the problems found, closing the loop and building confidence in research as a regular practice. Embedding research into regular product cycles, rather than running occasional large studies, keeps teams close to users. Research findings flow naturally into UI/UX design work when researchers and designers collaborate continuously.

Where UX Research & Usability Testing fits

  • Usability testing for a banking app

    A bank tests key journeys such as fund transfers, bill payments and card controls with customers of different ages, uncovering confusing terminology and hidden settings, which are fixed before a major app release.

  • Dashboard research for a B2B product

    A B2B software company interviews customers and observes how they use its analytics dashboard, discovering which metrics they actually rely on, and reorganizes the interface around their real decision-making needs.

  • Navigation study for an online store

    An ecommerce business runs card sorting and tree testing to restructure product categories, making items easier to find and reducing reliance on search for shoppers browsing a large and varied catalog.

  • Accessibility-focused research for a health portal

    A healthcare provider tests its patient portal with older adults and people using assistive technologies, identifying barriers in login, forms and document access that standard testing with younger users missed.

  • Pricing page research for a SaaS company

    A SaaS company interviews prospects and tests pricing page variations, learning which plan differences confuse buyers and which questions block decisions, then rewrites the page to make choosing a plan easier.

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UX Research & Usability Testing FAQs

Something else on your mind? Ask a consultant and get a reply within one business day.

How much does UX research cost?

Cost depends on the methods chosen, the number of participants, how hard your audience is to recruit, whether sessions are in person or remote, and the depth of reporting. A small usability test is much smaller than a multi-country study. We give a fixed quote after a free consultation.

How many users do we need to test with?

For usability testing, five to eight participants per user type usually reveal the most common problems. Surveys and quantitative studies need larger samples, which we size based on your question.

Can you recruit participants for us?

Yes. We recruit and screen participants who match your criteria in India and other markets, or work with your existing customers if you prefer.

How long does a research study take?

A typical usability study takes 2-4 weeks from planning to final report, depending mainly on recruitment.

What do we receive at the end?

A concise report with findings, severity ratings, video highlights and recommended fixes, plus a presentation session with your team. Raw notes and recordings are shared on request, subject to participant consent.

Is participant and product data kept confidential?

Yes. We sign an NDA on request, collect consent from every participant, store recordings securely and share only what you approve.

Is remote usability testing as good as in-person testing?

For most digital products, remote testing works very well, reaching participants in different locations and observing them in their own environments. In-person testing remains useful for physical products, complex setups or participants less comfortable with technology. Many studies combine both approaches.

When should UX research happen in a project?

Ideally throughout. Early research shapes what to build, testing during design catches usability problems cheaply, and research after launch measures real-world performance and guides improvements. Even a few short sessions at each stage significantly reduce the risk of building the wrong thing.

How is UX research different from market research?

Market research focuses on markets, segments, demand and buying behavior, often through large surveys. UX research focuses on how people use products and services, observing behavior to improve design. The two complement each other, and combining them gives a fuller picture of customers.

Since our first project

Happy clients
250+
Projects delivered
150+
Industries served
15+
Pricing and engagement models

  • Mutual NDA first

    Signed before any detailed discussion of your idea.

  • You own the code

    100% of the source code and IP is yours on delivery.

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    From a solutions consultant, Mon to Sat, 09:30 to 18:30 IST.

  • Estimate in 48 hours

    A fixed quote or team estimate, broken down by milestone.

We work with clients across the USA, UK, Australia, UAE, New Zealand and India.

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