Behind the scenes – what is user testing and why do we need your help?

user testing

At Fluidly we are constantly building new features and improving our product. We want to build a cashflow management app that’s legendary – user research is a key part of helping us do this. It’s something we’ve done right from the start, when we identified existing problems and pain points businesses have when managing their cashflow. As we grow, research keeps us on track while we develop and release new features that continue to solve the right problems…

And that’s where you come in! The more people who get involved, the better we can understand the needs of our current and future customers.

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What is user research?

User research is a process we undertake in order to understand our customers’ needs, motivations and behaviours. As we build new features and grow we use different user research techniques to decide our approach.

Here’s a bit more information about some of the techniques we use.

1. Discovery

This is where we delve deep into a specific subject matter to understand the full picture. We want to truly understand how people handle different aspects of their financials and get to grips with the problems they face, the processes they use and the software and tools that help them at the moment. Sometimes we even uncover problems that people don’t realise they have!

This helps us to produce software that fits a customer need and could make life easier for lots of people.

Discovery is usually done via user interviews and focus groups. Talking to people helps us to get rich, qualitative data about a subject matter.

We also undertake ethnographic research. This is when we observe users in their real-life environment. For example, we might observe an accountant producing a cashflow forecast on their computer in order to understand how they do this. This helps us learn not just what someone does, but how someone thinks during the process and what influences their actions, rather than just taking their word for it in an interview.

2. Product testing

Once we understand a problem, we prototype something that we think will solve the problem. But we don’t just presume we’ve got it right. We test new feature ideas with customers to make sure we’re on the right track.

Once we have got initial feedback on the feature ideas, we then build and develop them. Before the feature goes live to all our customers we also beta test it with a small group of users to make sure that it’s being used in the correct way and to check that everything makes sense.

3. Feedback

Feedback is a constant process that happens all day, every day. We’re lucky that we have a close relationship with many of our customers and we receive lots of feedback (good and bad!) though our in-app chat or via our Customer Success team.

We read every bit of feedback we receive and consider how we can use it to improve our product. This often feeds into new feature ideas.

The feedback we get helps us prioritise which areas of the app to focus on next.

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