Inclusive User Testing and Research
AbilityNet conducts user testing and inclusive research projects with disabled participants.
Understand how disabled customers experience your website, app or digital service.
Identify barriers, reduce accessibility risk and prioritise improvements based on real user evidence.
- 350+ disabled participants
- Support for regulated industries
- Work with leading digital accessibility and inclusive research specialists
Who is this service for?
Inclusive user research helps organisations make better decisions throughout the product and service lifecycle.
- Accessibility and digital accessibility leads
- Digital and customer experience managers
- Product and service owners
- User research and UX teams
- Risk, compliance and governance teams
Why organisations invest in user testing and research
Accessibility audits identify technical issues with your code. User testing shows how those issues affect real people as they use your services.
By involving disabled users, organisations can understand where barriers affect customer outcomes, increase risk or create unnecessary friction.
- Understand how easily disabled customers can complete critical journeys
- Identify barriers before they become complaints or risks
- Prioritise improvements based on customer impact
- Support accessibility and compliance programmes with evidence
- Build confidence in digital decision-making
Inclusive research reduces regulatory risks
Many organisations already know they have accessibility issues. The challenge is knowing where the risks are and which improvements to prioritise.
Regulators such as the Financial Conduct Authority (FCA) require organisations to show that vulnerable customers can successfully access digital products and complete key tasks.
This includes:
- Financial services and insurance
- Healthcare and social care
- Higher education
- Transport and travel
- Utilities and public services
Inclusive user research helps answer key questions and reduce risk:
- Can disabled customers complete key journeys?
- Which barriers create the highest risk?
- What should we fix first?
- Are recent accessibility improvements working?
- What evidence do stakeholders need to support investment?
How inclusive user testing works
- Observe disabled users completing real tasks on your website, app or digital service.
- Identify where people struggle, what causes the biggest problems and which improvements will have the greatest impact.
- Move beyond assumptions and make decisions based on evidence.
Access more than 350 disabled participants
Finding suitable participants is often one of the biggest challenges in inclusive research. AbilityNet works with a large community of disabled participants who use a wide range of devices, technologies and assistive tools.
- Screen reader users
- People with low vision
- Neurodivergent participants
- People with mobility impairments
- People with hearing loss
We can also include your existing customers where appropriate.
What you receive
- Expert advice on how to set up an inclusive research process
- Advice about appropriate research options
- Recruitment of suitable participants
- Moderated testing sessions
- Video evidence and user insights
- Prioritised recommendations
- Stakeholder-ready reporting
How do our research services match your needs?
Focus groups
- Explore opinions, expectations and customer needs before making important decisions.
Interviews
- Understand individual experiences, barriers and behaviours in greater depth.
Surveys
- Gather feedback from larger groups and identify common themes.
Research consultancy
- Get expert support with planning, methodology, recruitment and delivery.
User Research Accreditation
- Build in-house capability through AbilityNet training and gain access to disabled participants for your own research projects.
Talk to our team about your needs and we can recommend the most relevant approach.
Why choose AbilityNet?
For more than 25 years, AbilityNet has helped organisations improve accessibility, usability and digital inclusion. We combine accessibility expertise, user research skills and lived experience of disability to help organisations understand the needs of disabled users and improve digital services.
- Over 350 disabled research participants
- Accessibility and research specialists working together
- Experience across regulated sectors
- Practical recommendations with clear priorities
Client examples
AbilityNet has helped organisations including Heathrow Airport, HSBC, the British Museum and Blind Veterans UK understand accessibility barriers and improve digital experiences for their customers.
What next?
- Tell us about your services and current objectives.
- We recommend the most appropriate approach.
- We recruit participants and plan the research.
- We run the sessions and gather evidence.
- We share recordings, practical findings and recommendations.
Make an enquiry
Fields marked with an asterisk (*) are required. If the form isn't visible, please email us at sales@abilitynet.org.uk and we'll respond promptly to help with your enquiry.
Why choose AbilityNet?
We are a global leader in web and digital accessibility, based in the UK, with one of the biggest expert team of specialist Accessibility and Usability Consultants. We have assisted numerous major household names, from all sectors, including banking, insurance, retail, education, and government.
We are a Founding Member of the International Association of Accessibility Professionals (IAAP) and organise TechShare Pro, Europe’s largest annual accessibility and inclusion gathering.
442 User Testing sessions with our Disabled User Testers
95% Customer Satisfaction rating from organisations last year
Many of our consultants have lived experience of disability and neurodivergence, bringing deep insight alongside their professional backgrounds in psychology, education, and UX design. They are also highly qualified in accessibility, with many holding Certified Professional in Web Accessibility (CPWA) credentials from the International Association of Accessibility Professionals (IAAP).
This means they have successfully passed both the Certified Professional in Accessibility Core Competencies (CPACC) and the Web Accessibility Specialist (WAS) exams, demonstrating their expertise in accessibility best practices and technical implementation.
Clients we've helped
We are a UK charity that has been a global leader in web and digital accessibility for over 25 years. Read the case studies below to learn how we help our clients achieve their accessibility goals.
User testing boosted the British Museum's accessibility
User testing improved the British Museum's website, making the booking process more accessible
Auditing and accrediting Blind Veterans UK's website
After expert user testing and auditing, the Blind Veterans UK site received our accreditation and praise from the BBC
Frequently asked questions about user accessibility testing and research
We have answered some of the commonly asked questions we receive about user accessibility testing and research below (please click to expand).
User accessibility testing and user research are both essential in the design process but serve different purposes.
User testing evaluates a product or prototype with real users to identify usability issues, typically conducted later in the design process using methods like usability testing and A/B testing. It provides actionable feedback for refinement.
User research, conducted early and throughout the product lifecycle, focuses on understanding users' needs, behaviours, and pain points through interviews and surveys. This research informs design decisions and helps create user personas and journey maps.
In summary, user testing assesses usability, while user research aims to understand users. Both are crucial for user-centered designs.
Starting user research for your organisation involves several key steps.
First, define your research objectives to understand what you need to learn about your users. Next, choose appropriate research methods such as interviews, surveys, and focus groups. Recruiting participants who represent your target audience is crucial for gathering relevant insights. Conduct the research, analyse the data, and use the findings to inform your design decisions.
AbilityNet’s team combines a wealth of experience in accessibility, UX, and research techniques with their own lived experience of disability. Whatever your needs they can:
- Review your current project plans and research activities
- Advise on inclusive research methods
- Test your research assumptions
- Advise on the format and language of your questions
- Highlight the best use of limited resources
- Help you engage with internal stakeholders
- Work with you to establish clear goals and objectives for inclusive research
- Recruit participants with access needs from your target audiences
If you're interested in independently conducting user accessibility testing and research, enhancing your skills and credibility is key. AbilityNet’s ‘How to do inclusive usability testing’ training course covers techniques for user research and early user interface (UI) design exploration.
You might also be interested in User Research Accreditation Training to be eligible to access AbilityNet's disabled user testers recruitment service.
Absolutely, user testing is worth it, especially when it includes disability user testing. Investing in accessibility gives you a competitive edge and allows you to reach a broader audience. User testing also shows your commitment to inclusivity and supporting disabled people.
AbilityNet’s user testing service can identify up to 45% more accessibility issues than a standard audit. It checks the usability of your digital estate and targets specific improvements for your website or app. User testing enhances user experience and ensures your digital products are accessible to everyone, benefiting both your business and users.
Accessibility professionals should engage in user research and testing to:
- Understand user needs: Gain insights into the unique challenges of disabled users, crucial for designing accessible products.
- Improve usability: Ensure accessibility features are practical and effective by identifying usability issues during testing.
- Ensure compliance: Meet accessibility standards and legal requirements, such as Web Content Accessibility Guidelines.
- Promote inclusive design: Make products accessible to everyone by engaging with a diverse group of users.
- Enhance user experience: Create more intuitive and satisfying products by addressing the needs of disabled users.
- Enable continuous improvement: Keep products up to date with evolving user needs through regular testing and feedback.
- Prioritising user research and testing leads to more effective, inclusive, and user-friendly solutions.
Additionally, AbilityNet’s expert Accessibility Consultants answer this very question in detail. Watch the video to learn more about their insights and how they can help you achieve your accessibility goals.
While some aspects of user testing can be automated, the lived experiences of disabled user testers are irreplaceable. Automated tools can identify technical problems, but they cannot replicate the nuanced feedback from real users.
Disabled user testers provide invaluable insights that automated tests cannot capture. Their experiences help identify accessibility barriers and usability issues that might be overlooked. This human perspective is crucial for creating truly inclusive and user-friendly products.
To become a disabled user tester with AbilityNet, visit our Disabled User Tester opportunity page and complete the application form. Once accepted, you will be invited to participate in various user testing opportunities based on your profile, such as user testing, questionnaires, focus groups, and general user research. You can choose the opportunities that interest you and provide feedback on apps, websites, or products.
Digital accessibility can enhance your business by:
- Expanding your audience reach
- Improving user satisfaction and loyalty
- Boosting Search Engine Optimisation (SEO) and search rankings
- Demonstrating commitment to inclusivity and social responsibility
- Reducing legal risks
Find out more
If you would like to find out more about our full range of services please consider downloading our Digital Accessibility Services brochure, or alternatively you can get in contact with us.
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