Turn Insight Into Action with UX Research That Delivers
At ath Power Consulting (apc), our User Experience (UX) Research services go beyond usability testing. We help organizations deeply understand how users interact with their digital and in-person channels – and identify exactly where experiences fall short.
Whether you’re launching a new app, redesigning a member portal, or optimizing a service journey, our research reveals what users actually do, feel, and need. The result? Strategic, actionable insights that reduce friction, improve satisfaction, and elevate engagement.
Why UX Research Matters
Our UX Research helps you:
Eliminate friction points and usability issues
Understand behavior across digital and physical touchpoints
Uncover accessibility and mobile experience gaps
Improve user retention, task completion, and self-service adoption
Benchmark your experience against competitors or best-in-class standards
Translate feedback into real business impact
What Sets apc Apart
- Custom-Built Programs: Every engagement is tailored to your goals, audiences, and platforms – no cookie-cutter templates.
- Targeted User Recruitment: We tap real users, members, or customers that match your audience profiles.
- Hybrid Methodology: We combine qualitative insights with quantitative behavioral data.
- Strategic Reporting: Our deliverables include prioritized recommendations, video highlights, user quotes, and heatmaps – built for both executives and UX teams.
- Cross-Channel Focus: We evaluate desktop, mobile, kiosk, in-person, and call center experiences.
Our UX Research Process
1. Discovery & Goal Setting
- Align research goals with key business objectives
- Identify pain points or metrics to improve (e.g., form abandonment, low adoption)
- Define key user personas and use cases
2. Participant Recruitment
- Identify and recruit real users that reflect your customer/member base
- Ensure diversity across age, ability, tech comfort, and background
3. Testing & Research Execution
- Usability Testing (moderated & unmoderated, in-person or remote)
- User Interviews & Task Observation
- Diary Studies to track longitudinal experience over time
- Mystery Shopping to assess live service interactions (digital or in-person)
- Online Focus Groups to gather collective feedback and preferences
- Surveys to quantify trends and gather broad input
4. Synthesis & Reporting
- Identify key friction points and root causes
- Present findings with visual artifacts (click paths, transcripts, heatmaps, charts)
- Prioritize solutions by effort and impact
- Provide clear next steps for design and product teams
Research Methods & Tools We Employ
Usability Testing (moderated & unmoderated)
Diary Studies
Mystery Shopping (digital and in-person)
Online Focus Groups & Virtual Interviews
Surveys (pre/post experience, CSAT, NPS)
Journey Mapping & Task Flow Analysis
Session Recordings & Heatmaps
Mobile & Cross-Platform Evaluations
Real Results, Real Impact
Clients who invest in apc’s UX Research routinely report:
- Higher adoption rates and self-service usage
- Lower abandonment and call center volume
- Improved customer satisfaction and loyalty (CSAT, NPS)
- Streamlined workflows and faster task completion
- Increased revenue through more intuitive experiences
Industries We Serve
While we support all industries, UX Testing services are especially impactful for:
Banks & Credit Unions
Optimize account opening, loan applications, mobile apps, and digital banking flows
Healthcare Providers
Improve patient portal access, appointment scheduling, and telehealth UX
Higher Education
Streamline admissions portals, course registration, and student service navigation
Government Agencies
Enhance accessibility, compliance, and usability of digital services
Retail & Consumer Brands
Optimize product discovery, checkout, and post-purchase engagement
Let’s Turn Insight Into Action
Ready to elevate your UX?
Let’s talk. Contact us today to learn more about our user experience research and testing services.