User research and testing
Validate the idea before you invest in it.
We help organisations test services, concepts, and digital experiences with real users—so important decisions are based on evidence, not assumptions.
The Problem
Internal confidence is not user evidence.
Ideas often move into design or development before teams know:
Whether users need them
Whether people understand them
Where the experience creates friction
Whether the service is accessible
What should change before launch
Testing late makes problems harder and more expensive to fix.
What We Do
We turn assumptions into evidence.
User research
Understand real needs, behaviours, expectations, and barriers.
Concept testing
Find out whether an idea solves the right problem before building it.
Usability testing
Observe where people become confused, blocked, or unable to complete a task.
Journey research
Understand the complete experience across online and offline channels.
Accessibility testing
Assess whether the service works for people with different impairments and levels of digital confidence.
Evidence-led recommendations
Translate findings into clear priorities for design and delivery.
How We Work
Research focused on the decision you need to make.
01 — Define
Clarify the idea, assumptions, users, and business decision.
02 — Recruit
Identify the right participants for the research.
03 — Test
Observe how people understand, use, and experience the service.
04 — Learn
Identify patterns, pain points, unmet needs, and accessibility barriers.
05 — Recommend
Provide clear findings and practical next steps.
What You Get
Validated or challenged assumptions
Evidence from real users
Usability and accessibility findings
Priority pain points
Clear improvement opportunities
Greater confidence before investment
What Can We Test?
New service ideas
Websites and portals
Mobile applications
AI assistants and chatbots
Forms and application journeys
Prototypes and early concepts
Online and offline services
Existing services that are underperforming
What Makes It Different
We test the service—not only the screen.
A digital interface may appear simple while the wider service remains difficult.
We examine:
People → Journey → Channels → Process → Outcome
This helps organisations understand not only where users struggle, but why the problem exists.
Who We Are
Service designers and researchers experienced in complex environments.
Stray Theory combines user research, usability testing, service design, accessibility, UX, and digital transformation.
Our team’s experience includes work across government and complex service environments connected to:
HMRC · Ministry of Justice · HMCTS · BEIS/BFE · Insolvency Service
Client names and logos should only be used where the relationship and permissions are confirmed.
The Lead Magnet
What are you assuming about your users?
Download the Assumption-to-Evidence Canvas to identify:
What your team currently believes
Which assumptions create the greatest risk
Who needs to be involved in research
What should be tested first
What evidence is needed before proceeding
Download the Validation Canvas
Who This Is For
Research and testing can help when:
A new idea has not been tested with users
Stakeholders disagree about what users need
A service has low completion or adoption
Users frequently contact support
Accessibility concerns remain unresolved
A major investment decision is approaching
A team needs evidence before moving forward
Talk to Us
Build with evidence—not assumptions.
Test the idea early, uncover the risks, and make the next decision with greater confidence.
Discuss a User Research & Testing Sprint
Focused research. Clear findings. Practical recommendations.