Four audiences, three devices, two days: testing Middlesex University’s redesigned website
Middlesex University had just redesigned its website and needed to know whether it worked for everyone it serves, from prospective students and parents to academics. Box UK ran two days of lab usability testing across four audience groups and three devices, and gave the university a benchmark and a prioritised list of fixes.
4
audience groups tested
3
devices: desktop, tablet and mobile
2
days of lab testing
In short
- Middlesex University wanted to check its recently redesigned website worked for all key audiences.
- Box UK tested with prospective undergraduates and postgraduates, parents and teachers, and academics.
- Participants used desktop, tablet and mobile in proportions matched to the university’s analytics.
- Core tasks for everyone were combined with tasks specific to each group.
- Sessions were observed from a separate room and recorded for analysis.
- The report gave task success rates, prioritised recommendations and a SUS usability benchmark.
Customer Background
Middlesex University, based in north London, has around 24,000 students. Like most universities, its website has to serve several very different audiences: prospective undergraduates and postgraduates, parents and teachers who influence their choices, current students, and academics and researchers.
The Challenge
Middlesex had recently redesigned its website and wanted an overall health check: first impressions, efficiency, ease of use and satisfaction, for each of its key audiences and on the devices they actually use.
It needed confidence that the redesign was working, and a clear view of where to improve next.
Our Approach
We agreed a test plan with Middlesex covering four audiences:
- prospective undergraduates
- prospective postgraduates
- student influencers, such as parents and teachers
- academics and researchers
Recruitment mattered. Prospective undergraduates, for example, hadn’t formally or mentally chosen a university yet, and the other groups included a good mix of backgrounds and specialisms.
We tested on desktop, tablet and mobile, with the share of participants on each device matched to what Middlesex’s analytics showed. Tasks were device-agnostic, so we could compare performance across devices. Every participant completed core tasks, and each group also completed tasks specific to them, such as finding a course, comparing accommodation or searching for research.
A consultant observed each session from a separate observation room, so their presence didn’t affect behaviour, and every session was recorded for further analysis. Middlesex staff could watch live.
“Both the service and project execution were fantastic – we were consulted at every stage in a timely fashion, and couldn’t have felt more welcome. It’s been a fantastic experience.”
Maria Luisa Ross, Head of Programmes and Insight, Middlesex University
What we Delivered
- Task efficiency scores and success rates for every task in the plan.
- Findings from free exploration of the site.
- Prioritised recommendations, ranked by urgency and likely impact.
- A System Usability Scale (SUS) benchmark to measure future changes against.
The Outcome
Middlesex came away with evidence of how well its redesign served each audience, a benchmark score, and a prioritised plan for improvement.
Frequently asked questions
Test with each of the audiences it serves, on the devices they use. Middlesex University’s testing covered four audiences on desktop, tablet and mobile.
A standard ten-question survey that gives a usability score out of 100. It’s useful as a benchmark to compare against after changes.
Yes. It confirms what’s working and shows where to improve next, while the design is still fresh.
Because people behave differently when someone is watching over their shoulder. Observing remotely gives more natural results.
What this means
for your organisation
If you’ve just redesigned your website, or are about to, the only way to know it works for every audience is to watch them use it. Analytics tell you what happened; testing tells you why.
If you serve several very different audiences, send us a few lines about them. We’ll tell you how we’d test it.
Talk to one of our digital experts
Tom Houdmont
Chief Technology Officer
Do you have an idea or a project you need support with?
Tom is CTO at Box UK, with 12 years’ experience helping clients deliver ambitious digital products. His background spans Solution Architecture, Front End Development and AI adoption, with particular expertise in high-traffic websites that perform reliably at scale and in embedding AI into delivery practice.
Or call us on 020 7439 1900
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