Common questions

People who match your customers try to complete one goal on your site, like buying a product, while recording their screen and voice and thinking aloud. We watch every session, count how many got stuck at the same spot and send you a report: obstacles ranked by severity, with a fix for each. You finally know what can make visitors leave.

No, it’s actually a good time. Our testers don’t depend on your traffic: we recruit them and they come to your site for the audit. An obstacle that stops several testers will very likely stop some of your future visitors. Better to fix your obstacles before you spend money bringing people in than to find out later why nobody buys.

Yes, that’s often where an audit helps most. When visitors arrive and don’t buy, the cause may be on the site (a form that blocks, a price nobody can find, doubt at checkout) or elsewhere: the offer, the price, ads that attract the wrong audience. The audit tells you whether the journey holds up. If it does, you know to look elsewhere.

Two reasons. Your friends already know what you sell, so they can’t get lost the way a stranger would. And they soften what they say to avoid hurting you. Our testers have never seen your site, match your customer profile and have no reason to be polite about it.

A platform sells you access: you still have to write the scenario, pick the testers, watch hours of video and work out what it all means. We do that work and hand you the result. You pay per audit, with no subscription.

• People before data. Analytics tell you where visitors drop off; our testers help you understand why.
• Experience and function. An obstacle often comes down to a bug: before the testers start, our team runs its own functional check.
• Ready to apply. Every obstacle is ranked by severity, with the fix to implement.
• Clarity over volume. No dashboard to decode: for every obstacle, how many testers hit it and what to fix.

Yes. Prices are in US dollars and you order online from wherever you are. Our testers are recruited mostly in Canada, and Canadian testers suit most US sites. If your site targets an audience found only in the United States, a specific region or a residents-only service, we tell you before we start, and you choose: widen the profile or get a full refund.

Yes, quoted on request. Testers who match your customers ask your assistant their real questions in English, French or Spanish, and our team checks its answers to about thirty typical questions against the official information you provide. You get a written report: where it misunderstands, where it contradicts that official information, where it goes in circles or fails to hand over to a person. It is not a security test. See chatbot testing.

The functional check is US$397: our team checks one feature end to end, on desktop and phone. One journey is US$897, with 5 testers on the device you choose. Three journeys is US$2,297, with 15 testers, 5 per journey, on desktop, phone or both. Both audits include the functional check. Beyond that, it’s a custom quote. One-time payment, in US dollars.

See pricing

Start from your question. “Does it work?” The functional check is enough. “Do my visitors understand what to do?” You need an audit, check included. Pick one journey if a single goal really matters, three to cover several.

The number of pages doesn’t change the price: a journey is defined by a goal. Not sure? Write to us and we’ll suggest a split before you order.

Write to us

Yes, if the site owner authorizes you; you confirm it when you order. We don’t verify ownership, so the authorization is your responsibility. Once delivered, the report can go to your client and to everyone who works on the site: developers, designers, copywriters.

No. There’s no contract to sign and no subscription: you pay for each audit once, and nothing renews. You do accept our terms of service, which set out delivery times, refunds and what you can do with the report. They’re worth reading before you order.

Read the terms

It applies to your first order, on any plan: US$100 off the price. It’s valid for 30 days after you open your account, one per person, and can’t be combined with any other offer. Your dashboard shows the credit and the date it expires.

Create my account

A few details when you order: your site’s address (live or staging), the device, the testers’ language, your market and the goal to test, for example:

• Buy a product
• Book an appointment
• Request a quote

If some pages require a login, set up a test account. We never ask for its credentials at checkout: a separate link reaches you after the order, and they’re encrypted before they’re stored.

Order an audit

No. No scripts, no tags, no extensions, no access to your admin. Testers visit your site like any other visitor, from their own browser. If it’s on staging, just make sure it can be reached from outside your network. There’s nothing to remove after the audit.

They go all the way using test cards or a sandbox mode that you provide. If your site has neither, we agree on the arrangements in writing before we start, and the exact amount of any real purchase is billed back to you. No real purchase is made without your prior consent.

No. Each tester goes through the journey alone, whenever suits them before the deadline, recording their screen and voice while thinking aloud. Nobody guides them, and that’s exactly what shows where they’d really get lost. Live moderated sessions are available on quote, as part of a custom audit.

Real people, recruited mostly in Canada and chosen to the profile you ask for: language, device, age and comfort with technology. They test in English, French or Spanish, only in the language they know best.

Each one tests on their own device, without knowing what you suspect. And before them, our team walks the journey for the functional check.

You choose the profile, not the people. When you order, you describe your customers: language, device, age, comfort with technology, and gender if it matters to you. We recruit testers who match, based on what they declare. You get neither their names nor their contact details, only what they went through on your site. Need a more precise profile, such as a job, an industry or buyers of a certain kind of product? That is a separate recruitment, offered only as a custom order: write to us and we’ll send you a quote.

Because the two numbers answer different questions. Usability testing looks for the obstacles in a journey: according to Jakob Nielsen of Nielsen Norman Group, 5 people with the same profile bring out about 85% of them, and it is better to fix and run another small test than to test more people at once (source). The 20 are for quantitative studies, which measure rates and times with a margin of error (source); that is not what our report delivers.

7 business days for the functional check, 7 to 10 business days for audits. The clock starts at your payment, or when we receive the credentials if your site needs them. You follow progress in your dashboard, and we email you as soon as the report is published.

For a custom audit, the timeframe is set in the quote, before payment.

No, that’s the whole point. Our team watches every session in full and sends you a PDF: obstacles ranked by severity, the device concerned, how many testers hit each one, what they did and said, and a fix for every obstacle. You get no video to watch, and recordings are deleted 30 days after delivery.

Yes: the complete sample report reproduces, finding by finding, a One journey report on a fictional store. Ten findings ranked by severity, with how many testers hit each one, what they said, what the obstacle costs and the suggested fix, plus the bugs our team found.

See the report excerpt

Every obstacle is ranked by severity, so you can judge for yourself. Some audits uncover a blocker that was costing sales every day; others turn up only minor points. That’s information too: your journey holds up, and you know where to stop looking. We never guarantee how many obstacles we’ll find or how serious they are.

The report stays in your dashboard as long as your account is open, and you can share it within your organization and with whoever works on your site. Spot a factual error? Report it in writing within 14 days of the delivery notice. If the audit doesn’t match your order, we redo that part once, free of charge. Recordings are deleted after 30 days.

Yes. You get a full refund if you cancel before we start recruiting testers. Once recruiting has begun, testers are paid no matter what, so the amount already committed is deducted. If we miss the deadline through our own fault, you get a credit of 20% of the price of the order concerned.

Read the terms

We tell you before we start, and you choose: wait, widen the profile, or get a full refund. We never swap your audience for testers from another market just to deliver on time: a report built on the wrong people would have you fixing the wrong problems.

Testers sign an agreement that forbids them from sharing, publishing or capturing what they saw, and everyone who handles your data, staff and testers alike, is bound to confidentiality in writing. Your credentials are encrypted before they’re stored. Recordings are kept in the European Union, deleted 30 days after delivery and never used to train an automated system.

Read the privacy policy