Decision
One paragraph on the decision, the deadline and the options on the table. We refuse briefs that want "feedback".
Usability research · Covent Garden, London
We run short, careful sessions with the people your features are for, record what happens, and write it up so a decision can rest on evidence rather than the loudest voice in the room.
New studio, senior hands. Sessions run by a researcher with twelve years across retail and public services.
“We stopped arguing about the checkout in the second week. The recording did the arguing for us.”Head of product, retail client · September 2026
Each is scoped to a decision with a deadline. Sample sizes are small and honest — five to eight per round, not vanity volume.
Task-led, one to one, on a prototype or a live account. Recording, timings and a written note per participant.
Where the eye and the cursor go in the first seconds, mapped against the path you intended them to take.
WCAG 2.2 AA audit with severity ranking, assistive-technology passes and a retest after remediation.
Two weeks of structured capture for flows a single hour cannot honestly judge — onboarding, billing, repeat use.
Before design: does the idea survive contact, and which of three directions is worth building.
Where people give up after shipping, reproduced on staging and ranked by revenue exposure.
Fixed shape, no surprises. The screener and discussion guide are signed off before recruitment opens.
One paragraph on the decision, the deadline and the options on the table. We refuse briefs that want "feedback".
Recruitment criteria written from real usage, agreed in writing, with a rejection quota named up front.
Remote, 30–45 minutes, recorded with consent. Silence and wrong turns are logged, not tidied away.
Findings ranked by the cost of the mistake, with clips and timings. Readout within two working days.
Six pages, all of them short. The first page is a summary a director can read in ninety seconds.
| Ref | Finding | Weight |
|---|---|---|
| F-04 | Card entry swallows the postcode on switch to billing — 5 of 6 participants | high |
| F-07 | Error copy blames the user; two retried before reading it | medium |
| F-11 | Progress indicator cut off at 200% zoom | medium |
| F-14 | Delivery estimate absent until after payment | high |
Every row links to a clip, a timestamp and the participant’s own words. No finding survives without both.
If a study needs statistics, we say so and bring a quant partner rather than stretching a sample of six.
Anywhere a wrong turn costs money or trust: checkout, onboarding, claims, booking, public forms.
Drop-off reproduced and ranked by basket value. Sessions run on real baskets, not test accounts.
Assisted and unassisted passes, plus an accessibility review where the statement duty applies.
Where people get stuck leaving, and whether the save offer is understood or resented.
Every study is staffed from a standing UK panel, screened per brief. Participants are paid for their time and a session is paid whether or not the product behaves.
We staff every brief by hand rather than from an algorithm, so a quiet month means fewer invitations, not filler work.
Recruitment usually opens within two working days of a signed screener. A standard round completes inside a week.
Consent for recording and a one-page confidentiality note. Nothing that transfers rights in their own words.
Yes, live or on demand. We ask clients to stay quiet and hold questions for the debrief so the participant is not led.
Sessions are contract work with the client as controller of the report and us as controller of the panel record. Details are in the privacy notice.
UK only for now. Cross-border rounds need local moderation and we would rather refer than improvise.
Tell us the decision and the date it has to be made by. We reply within a working day with a scope, a participant profile and a price.
HIDDEN INSIGHT LABS LTD · 71-75 Shelton Street, Covent Garden, London WC2H 9JQ · Company No. 16941841