Unmoderated Usability Testing 101: A Complete Guide
Imagine you are designing a new mobile app that will help global users in managing their schedules. You have spent a lot of time designing the features and polishing the design, but you are not sure how intuitive it really is.
You could sit down with users individually, guiding them through the app and asking questions, but that would take time.
Instead, you conduct unmoderated usability testing where the real users independently explore your app, and you get insights without monitoring and guiding them through the testing tasks. Within hours, you have gained feedback from various groups of users to give you an unfiltered view of how your app works in the real world.
Unmoderated usability testing helps the team identify usability problems by using remote participants in any location. It allows users to complete the tasks in a natural environment, leading to more authentic insights and better results. Another benefit is that companies can use this approach to test a feature on a large scale.
It involves participants completing tasks independently on a product or prototype while their interactions are recorded for later analysis by a user researcher.
TL;DR:
- Unmoderated usability is a cost-effective and scalable user interface testing solution.
- It lets participants complete tasks independently without real-time guidance from a moderator.
- It helps identify user pain points, navigation issues, and interface challenges through real-world feedback.
This guide will provide an in-depth understanding of unmoderated usability testing, its benefits, and the best practices for performing it. Let’s dive in!
Table of contents
What is Unmoderated Usability Testing?
Unmoderated Usability Testing is a research or testing method where participants engage with the product, i.e., software, app, etc., independently without direction or guidance from the moderator. These participants complete the tasks and feed their experiences back into the testing process.
In unmoderated usability testing, remote participants go through user flows independently to determine if the user interface is intuitive. This remote usability testing technique is suited for simple and task-specific scenarios as an end-user can easily execute them without supervision.
Additionally, unmoderated usability testing is useful in cases where large quantities of test data are needed within a tight deadline. Teams often adopt this method to increase scalability, whether by testing across more user personas or devices.
While unmoderated testing allows for broader participation, the focus should remain on recruiting representative users who align with the product’s target audience. Because this method prioritizes quantitative insights over deep qualitative feedback, a larger sample size is often necessary to identify meaningful patterns and trends.
On the other hand, unmoderated testing may not be suitable for highly complex multi-step workflows that require real-time user guidance or context-specific explanations. This is especially true for products with niche audiences, such as an application designed for network engineers to configure wireless devices where domain expertise is needed.
Unmoderated testing differs from moderated testing because it does not require a facilitator guiding participants in real time. Instead, users complete tasks independently, following a pre-set script or prompts. Because there is no moderator to clarify instructions, test design must be carefully structured to ensure users interpret and complete tasks correctly. Unmoderated testing also eliminates onboarding sessions, so tasks should be intuitive enough for users to start with minimal setup.
With that, let’s look at an example use case for unmoderated usability testing:
Example
Let’s take the example of Udemy. Udemy’s product team noticed that users preferred the mobile application over the desktop version and wanted to understand why.. They opted for unmoderated usability testing to investigate this preference and user behavior.
They recruited a group of representative users and asked them to:
- Complete pre-scripted tasks like searching for courses, adding to cart, and navigating checkout on both mobile and desktop.
- Have their screen interactions recorded, capturing navigation patterns, task completion, and usability friction points.
- Provide feedback through a post-test survey, rating ease of use, task success, and platform preference.
Findings from testing revealed navigation challenges on desktop, resulting in slower task completion and lower satisfaction, explaining users’ preference for the mobile app. Udemy used these insights to enhance desktop navigation, ensuring a more seamless experience across all devices.
What are the Benefits of Unmoderated Usability Testing?
Unmoderated usability offers a wide range of benefits and advantages.
Let’s look at the most prominent advantages:
1. Efficient and time-saving: Unmoderated usability testing eliminates the need for facilitators, onboarding sessions, and scheduled meetings, allowing teams to collect usability data more quickly. Participants complete tasks on their own time, reducing the logistical effort required to conduct the test.
Example:
A company testing a mobile app can run unmoderated tests with multiple user types or across different devices simultaneously, while a moderated test would require scheduling individual sessions, increasing the total time required.
2. Scalability: Because unmoderated testing is remote, it can easily scale to larger sample sizes and diverse user groups without additional facilitation. However, the participant recruitment focus should always be on recruiting representative users, not just testers from various geographies.
Example:
A subscription-based streaming service wants to test how easily users can navigate its new content discovery feature across different devices. With unmoderated testing, they can recruit hundreds of users across different regions to test on mobile, smart TVs, and web browsers simultaneously, something that would take significantly longer with moderated sessions.
3. Natural User Behavior & Reduced Bias: In unmoderated testing, users complete tasks in their natural environment without a moderator’s presence, reducing potential bias. This can lead to more genuine interactions with the product.
Example:
Consider a banking app that wants to assess whether user flow is convenient and easy to understand. The fastest way to gain accurate insights is to leverage unmoderated testing.
Many users interacting with the application will give the company a better idea regarding issues faced by the users in real-world usage.
4. Cost-effectiveness: Unmoderated testing reduces the costs of hiring facilitators and managing live sessions. It allows teams to test usability at scale without requiring an in-house research team.,
Example:
A startup looking to conduct usability testing on a very basic module in their application. Since the flow is simple and the startup has a limited budget, conducting unmoderated testing would be a cost-effective solution for them.
5. Faster feedback loopa: Because unmoderated tests run asynchronously, teams can quickly and efficiently gather feedback. Then, they can implement improvements based on the received feedback and then execute another testing cycle within a short timeframe.
This also gives the company valuable insights into how user behavior and needs evolve.
Example:
An online learning platform can release a new feature and pass it through an unmoderated user testing cycle. Based on the feedback received, they can improve the feature within a short period.
6. Supports agile workflow: Teams can incorporate usability testing at various software development lifecycle (SDLC) stages in agile sprints without disrupting the overall workflow. This ensures rapid iteration and continuous improvement based on the feedback.
Example:
During the development of a new feature for a project management tool, unmoderated testing can be conducted after each sprint to gather feedback. This continuous testing helps to fine-tune the feature before the next release.
7. Localization & Cultural Insights: Unmoderated testing enables teams to test with users from different countries and cultures, helping assess whether a product’s language, design, or messaging resonates with diverse audiences. This is especially useful for companies expanding into new markets.
Example:
A ride-sharing app launching in Japan may find that navigation icons and in-app prompts are interpreted differently by local users compared to users in the U.S. Unmoderated testing helps identify these cultural usability differences early.
Determining if Unmoderated Usability Tests Fit Your Project
Unmoderated usability testing is a scalable and efficient approach, but it may not be the best fit for every project. Consider essential factors, such as your project’s timeline, complexity, the level of detail required from the feedback, and the testing scale to evaluate if it fits your needs.
Additionally, assess whether you have the resources to analyze and interpret the results effectively. This includes evaluating if the team can rely on asynchronous responses.
For example, unmoderated testing works well if you’re testing a simple sign-up flow for a mobile app, where users just need to enter their information and click through a few steps. It allows users to perform the tasks at their own pace and provides valuable feedback.
However, if your project involves testing a more complex feature, such as an interactive dashboard with advanced data analytics, unmoderated testing might not capture the full picture. Users may struggle to understand all aspects of the feature without a moderator to guide them.
Let’s explore these evaluating factors one by one:
1. Testing scope and project domain: Unmoderated usability testing works best when the testing goal is to collect broad user feedback on how users navigate a product and to evaluate general user flows.. However, if the product is designed for a niche audience (such as engineering, medical or financial software) that requires specific expertise to evaluate its functionality, moderated testing is more appropriate.
For example, if a team intends to collect user feedback regarding their basic navigation flow from a large number of users, they can utilize unmoderated testing to gather that data efficiently. However, an engineering company testing a complex tool may require moderated testing to provide participants additional context to fully engage with the product.
2. Task complexity: The complexity of the task plays a crucial role in determining whether unmoderated usability testing is the right approach. Simple, linear tasks, such as filling out a form, navigating a menu, or searching for a product, are well-suited for unmoderated testing because they do not require external guidance. In contrast, multi-step workflows that involve decision-making, troubleshooting, or contextual understanding would require a moderator that is only available in moderated usability testing.
Suppose an e-commerce website needs to perform user testing for its search functionality. As the flow is pretty straightforward, an unmoderated testing approach can be utilized.
3. User experience and context: The users engage with the product in their environment as per their schedules in their natural situations. When the goal is to observe how users navigate a product under everyday conditions, unmoderated testing can reveal usability issues that might not surface in a controlled setting.
For example, a grocery app can use unmoderated testing to understand how users search for and select items while shopping in-store. Issues encountered in these real-world scenarios are more likely to reflect genuine frustrations and result in authentic feedback.
4. Budget and time constraints: For companies with budget and time constraints to pay moderators for conducting live sessions, unmoderated usability testing is the way to go.
For example, a startup company launches its mobile application and needs to perform usability testing for its basic features.
The company does not have the budget or time to conduct in-person interviews with users. In this scenario, performing unmoderated testing asynchronously would allow them to collect feedback most efficiently.
How to Perform Unmoderated Usability Testing
Unmoderated usability testing helps you see how users interact with your product on their own. It provides real-world insights without needing a facilitator.
To perform this activity, teams need to follow a set of steps. These steps are explained below:
1. Define your testing goals
The first step for unmoderated usability testing is to clearly define the testing goals and objectives. This includes:
- Defining outcomes: Set clear goals and desired outcomes for the testing cycle, e.g., testing a specific feature, enhancing user satisfaction, etc.
- Establishing success metrics: Use success metrics such as error rates or user satisfaction scores.
- Align goals with user needs: Ensure that your goals reflect user problems, such as improving refining the navigation menu, etc.
2. Select which testing software you’ll use
After the testing goals have been clearly defined, the next step is to select the testing software suitable for the defined goals. Ensure that the software includes functionalities such as:
- Guided testing steps: The ability to present clear task instructions and prompts to participants.
- Recording capability: High-quality video or session replay functionality to analyze user behaviors.
- Task management features: Features for monitoring task completion, measuring time on task, and capturing key usability metrics.
- Survey & feedback collection: The ability to collect post-test surveys or follow-up responses to contextualize user actions.
3. Write the test instructions
Since participants complete tasks without a facilitator, clear and concise test instructions are necessary to ensure participants understand their tasks effectively. Best practices include:
- Structuring tasks logically: Break tasks into smaller, manageable steps.
- Providing context: Give participants enough information about the workflow or feature being tested.
- Using realistic scenarios: Frame tasks around real-world use cases to ensure authentic interactions.
- Keeping instructions simple: Avoid overly complex language to prevent participant confusion.
4. Pilot your test
Conducting a pilot test helps identify any issues before full deployment. Steps for a successful pilot include:
- Select a small group of participants: Gather feedback from a few participants to refine test elements.
- Test execution: Ensure that tasks and instructions flow clearly and easily for the participants to execute.
- Analyzing pilot results: Review the responses to understand potential gaps or necessary adjustments in the testing process.
- Iterating based on feedback: Make necessary modifications to improve the overall usability test.
5. Recruit usability test participants
Recruiting representative users as your participants ensures your results reflect real user experiences. Consider these strategies:
- Defining your target audience: Identify users who align with the product’s typical user base.
- Using diverse recruitment methods: Utilize customer databases, online communities, forums, or user panels, or third party recruiting services.
- Testing across relevant user segments: If the product is designed for multiple user types (e.g., new vs. returning users, mobile vs. desktop users), ensure each segment is included in testing.
6. Analyze your test results
Unmoderated testing generates a large volume of data, so effective analysis of test results is critical for actionable insights. Steps to consider:
- Identifying patterns: Look for recurring usability issues or areas of improvement across tasks and users.
- Segmenting data: Categorize results based on user demographics, device types, or specific workflows.
- Prioritizing findings: Focus on the most critical and necessary action items that align with business goals and user needs.
Tools that Can Help You
User feedback is crucial during the design and development process. With larger teams, this feedback can be overwhelming, making it impractical to gather and track. This is where unmoderated usability testing tools come in.
These tools help collect user insights without direct involvement, streamlining testing operations, logging results, and monitoring progress. Various such tools are available in the market and can be utilized for unmoderated usability testing.
Some of the prominent ones are listed below
1. UserTesting: It is an unmoderated testing tool that supports usability testing across multiple devices, including desktops, tablets, and smartphones. It also provides video recording feedback to understand user behavior effectively.
Rating: UserTesting has a 4.4/5 G2 rating.
Pros: Some pros of UserTesting are:
- Real User feedback.
- Pre-designed templates for tests.
- Offers screen recording and playback.
Cons: Below are a few cons of UserTesting:
- Provides a limited sample size of tests.
- Participant selection is vague.
2. Lookback: Lookback makes recording screens and audio in real-time easy. This helps in gathering insights on how users engage with the app or website. It’s great for capturing genuine user reactions as they work through tasks.
Rating: Its G2 rating is 4.3.
Pros: Let’s look at some pros of lookback:
- Provide live and recorded sessions
- Enables user interviews and one-on-one sessions to gather feedback.
- Integrates with tools like Figma, Slack, and Sketch.
Cons: Some disadvantages of lookback are:
- Limited options are available in the free plan. A full subscription is required to perform end-to-end testing.
- Limited result analysis options. Manual analysis is needed.
3. CrazyEggs: Crazy Egg is a highly suitable tool for visualizing user behavior with features like heat maps and scroll maps. It shows where people click and how far they scroll. It’s easy to set up and even offers A/B testing to help you find the best design for your website.
Rating: Its G2 rating is 4.
Pros: CrazyEggs offers the following key benefits:
- Provides heatmaps to see user interactions.
- Helps in A/B testing.
- Easy to set up with any website.
Cons: A few cons of using crazyEggs are listed below:
- Focuses on web applications only. Do not support mobile apps.
- Provides very extensive results, which can be hard to analyze.
4. Loop11: A comprehensive usability testing platform with features like click tracking, heatmaps, and integrated surveys. It’s an effective choice for testing complex workflows and gathering in-depth insights.
Rating: It’s G2 rating is 3.6/5
Pros: Loop11 has the following benefits:
- Provides real-time feedback and reporting.
- Tracks performance metrics like completion time and success rate.
- Allows for global participation.
Cons: A few cons of loop11 are:
- Provides very basic reporting.
- No heatmaps to visualize user interactions.
5. Userlytics: Userlytics offers various testing options like remote testing, test surveys, and user interface testing. These tests can be executed by remote teams located in different geographies.
Rating: It’s G2 rating is 4.4/5.
Pros: Userlytics offer the following advantages:
- Provides options to customize tests, such as designing surveys and forms.
- Provides actionable results with user experience improvements.
Cons: Let’s look at a few disadvantages of Userlytics:
- Premium plans can get very costly depending on the test scope.
- Provides basic analysis tools only.
- No heat maps or user interaction charts are provided.
How Testlio Can Help
At Testlio, we have a team of User Researchers that manage the entire unmoderated usability testing process for you – from planning and participant recruitment to test execution, analysis and reporting. Unlike self-service platforms that require you to set up and manage tests yourself, we provide end to end usability testing solutions that deliver high-quality insights within your tight deadlines.
What We Offer:
Fully managed usability testing including:
- Dedicated team of user researchers to oversee the usability testing process, ensuring high-quality results and efficient delivery.
- Alignment on your testing goals based on your product needs and user pain points.
- Recruiting representative participants who match your target user base that can give you insights that are applicable to real-world scenarios.
- Designing structured test scripts to ensure instructions for users are clear and tasks are realistic and measurable.
- Executing unmoderated tests using best-fit methodologies and tools to most efficiently uncover the usability insights you need about your product.
- Analyzing usability issues and delivering actionable reports with prioritized recommendations to improve the user experience.
- Security & compliance: Testlio ensures that the testing team adheres to strict security protocols and compliance standards.This makes it a reliable choice for testing sensitive applications, especially in industries like finance(payment testing) and healthcare.
If you’re looking for expert-led usability testing that provides meaningful insights without adding to your team’s workload, Testlio can help. Contact us today to discuss how our fully managed usability research services can support your product development.