Watch real people use it, then fix what stops them

A moderated session is a live conversation: a facilitator gives the participant tasks, asks them to think aloud and follows up on what they do. It is the best method for finding why people struggle, and it works well for early prototypes, complex flows and sensitive topics. A session takes thirty to sixty minutes and five to eight sessions per user group usually show the major problems.

A remote unmoderated test sends the same tasks to participants who complete them alone, on their own device, while the screen and voice are recorded. It reaches more people for less money and shows behavior in a natural setting, but you cannot ask a follow-up in the moment. We often combine them: moderated sessions to understand the problems, then an unmoderated round to confirm that the fixes worked across a larger and more varied group.

Every task has a success definition decided before testing: the user reached the right end state, in a reasonable time, without help. We record completion, time on task, errors and the participant's own rating of difficulty. These give you a baseline to compare against after fixes, so improvement is a measurement rather than an impression.

Each finding gets a severity: a blocker stops the task, a major problem slows it significantly, a minor one irritates. The ranked list tells your team what to fix first. Accessibility is part of the plan, not an add-on. We check keyboard-only use, visible focus, color contrast, text resizing and screen-reader behavior against the Web Content Accessibility Guidelines (WCAG) 2.2. Automated scanners catch only a portion of real barriers, which is why manual review and sessions with assistive technology matter.

Test in the language your users work in. Arabic participants react to wording, icon meaning and mixed-direction text in ways a translated English script will miss. Our moderators run sessions in Arabic, probe in Arabic, and write findings in both languages. We recruit for the segment that matters: first-time buyers, field staff, branch managers, or citizens using a service, with a spread of devices that reflects the Saudi market, including mid-range Android phones.

Participants' recordings and details are personal data. Each person gives explicit consent for the purpose, we limit who can see the recordings, and we delete them on the date agreed, following the principles of the Personal Data Protection Law (PDPL) issued by SDAIA. A typical engagement takes one to two weeks from plan to ranked findings, with another few days if you want us to re-test the fixes.