Disabled user testing
Improving digital services through user-centred testing
Discover what guidelines can’t show
Accessibility isn’t just about guidelines - it’s about real people. Disabled user testing uncovers barriers that WCAG guidelines alone can’t capture, giving insight into how people actually use your website, mobile apps, or digital services.
Testing with real users highlights confusing workflows, inaccessible interactions, and other friction points, helping your team create digital experiences that are more usable, inclusive, and effective for everyone.
How we can help
Our disabled user testing services let you hear directly from people with diverse access needs - from screen reader and magnifier users to those navigating with voice control or other assistive technologies.
See how real users interact with your digital services in guided, live sessions.
Live sessions guided by our facilitators walk participants through key tasks, allowing them to share their experiences in real time. We observe interactions, capture feedback, and explore how users navigate critical journeys - uncovering hidden barriers and usability issues and unexpected workarounds.
This approach allows your team to understand why issues occur, ask follow-up questions, and gain deeper insight into user behaviour, helping you make more informed, inclusive design and development decisions.
Observe authentic user behaviour as participants complete tasks independently.
Participants complete tasks on their own, revealing natural behaviours, pain points, and challenges that may not appear in guided sessions.
This approach captures how people interact with your digital services in everyday contexts, giving you a fuller picture of the user experience. Combined with moderated testing, unmoderated sessions help teams prioritise improvements, enhance usability, and design digital experiences that truly meet user needs.
Moderated testing
See how real users interact with your digital services in guided, live sessions.
Live sessions guided by our facilitators walk participants through key tasks, allowing them to share their experiences in real time. We observe interactions, capture feedback, and explore how users navigate critical journeys - uncovering hidden barriers and usability issues and unexpected workarounds.
This approach allows your team to understand why issues occur, ask follow-up questions, and gain deeper insight into user behaviour, helping you make more informed, inclusive design and development decisions.
Unmoderated testing
Observe authentic user behaviour as participants complete tasks independently.
Participants complete tasks on their own, revealing natural behaviours, pain points, and challenges that may not appear in guided sessions.
This approach captures how people interact with your digital services in everyday contexts, giving you a fuller picture of the user experience. Combined with moderated testing, unmoderated sessions help teams prioritise improvements, enhance usability, and design digital experiences that truly meet user needs.
Ready to see your digital services through real users’ eyes? Get in touch to learn more about our accessibility user testing services.
Cultivating accessibility: helping to make RBGE’s digital spaces as inclusive as their gardens
We’ve been working with the team at the Royal Botanic Garden Edinburgh (RBGE) to ensure their digital platforms are as inclusive as the physical gardens.
How we bring user insights to life
We guide you through the entire accessibility user testing process - from planning and recruitment to testing and reporting - collaborating with your team at every step. Learn more about how we work with our clients.
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Planning
Every user testing project is different. We work with you to define research goals, map key user journeys, and identify participant profiles. By focusing on the most critical tasks, we can ensure testing targets the areas that matter most to your users and organisation.
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Recruitment
We partner with a specialist recruitment provider to bring together a diverse mix of participants with different disabilities and access needs, including users of assistive technologies like screen readers, magnifiers, or voice control.
They ensure participants are treated ethically, represent a range of visual, motor, auditory, cognitive, and neurodiverse profiles, and manage all consent and incentives - so your team can focus on the insights.
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Testing sessions
We run sessions using open, non-leading facilitation and a think-aloud approach, letting participants share their experiences naturally. Sessions are inclusive and comfortable, capturing interactions, feedback, and behaviours in real time.
Clients can also observe testing live, gaining first-hand understanding of user experiences as they happen.
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Analysis and reporting
We turn the findings and feedback into a clear, actionable report highlighting any barriers, usability issues, and recommendations for improvement. All sessions are recorded, giving your team real evidence to inform design and development decisions.
Our reports include prioritised issues and suggested fixes based on user impact; quotes and video clips to illustrate real user experiences, and next steps tailored to your team and resources.
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Debrief and advice
Following the user testing sessions, we run a debrief session to walk your team through the findings and help plan effective, practical improvements. This can be delivered remotely or onsite.
'The insight into user behaviours that Zoonou provided was extremely valuable in helping us develop an accessible new site. We’re committed to putting user needs at the heart of our digital communications, and our ongoing work with Zoonou is crucial to helping us achieve this ambition.'
- Tim Crowley, Head of Digital Communications at The Electoral Commission
Disabled user testing: real projects, real clients
We help clients understand how real users interact with their digital services through disabled user testing, uncovering barriers and providing actionable insights to improve accessibility.
We work across the private, public, and third sectors, bringing a deep understanding of each client’s industry-specific challenges, needs, and user contexts - helping teams make informed, inclusive decisions that add real value to every project.
From script to screen: digital accessibility at the British Film Institute
Cultivating accessibility: helping to make RBGE’s digital spaces as inclusive as their gardens
Accessibility testing for the best public sector project at the national technology awards
Our accessibility team, partners and network
We bring real-world perspectives into every accessibility user testing project. Our in-house team are experts in running moderated and unmoderated sessions, and we expand our network through accessibility partnerships.
This ensures we can recruit participants with a wide range of disabilities, giving your team rich, actionable insights to improve usability and accessibility. To learn more about our accessibility team and partners, explore our digital accessibility services page.
Want to make your digital experiences more accessible?
Let’s work together to make your digital services accessible for everyone - get in touch.
Your questions answered
What is accessibility user testing and why is it important?
Disabled user testing involves observing real users with different disabilities as they interact with your website or mobile application. It reveals barriers, usability issues, and gaps that audits or automated tools may miss.
Testing with real users ensures your applications are genuinely inclusive, usable, and meet the needs of all your users - not just the ones you can imagine.
Does disabled user testing replace a WCAG audit?
No - disabled user testing and accessibility audits complement each other. Audits check whether your digital services meet accessibility standards, while user testing shows how real people actually interact with your content. Together, they give your team a complete picture of both compliance and usability, helping you create digital experiences that work for everyone.
When should I carry out disabled user testing?
We recommend testing with disabled users after completing an accessibility audit, and in some cases, an end-to-end functional test. This ensures major issues are already resolved, making sessions more focused and respectful for participants.
How many users do I need for effective testing?
The number of users depends on your goals and the complexity of your service, but testing with a diverse group of 5 - 12 participants often uncovers the majority of barriers. We recruit a mix of users with varying disabilities and access needs, ensuring your testing captures a wide range of perspectives without overwhelming your team.
Can disabled user testing improve my WCAG compliance?
Yes. While disabled user testing doesn’t replace a WCAG audit, it complements it by revealing practical issues that might affect users even if your application technically meets the guidelines. Insights from real users can guide prioritisation, inform fixes, and strengthen overall accessibility compliance.
How long does disabled user testing take?
The timing depends on the number of participants and the complexity of the tasks. Smaller projects usually take 2 - 3 days, while larger ones can take 4 - 5+ days. Each session typically lasts 45 - 60 minutes, giving participants enough time to complete key tasks and share their experiences in detail.
This approach ensures your team gains rich, practical insights without feeling rushed.
Do you use assistive technologies in testing?
Absolutely. Our testing includes a wide range of assistive technologies, such as:
- Screen readers like JAWS
- Magnifiers like ZoomText
- Speech recognition software like Dragon Naturally Speaking
This ensures that we capture how your application performs in real-world scenarios and identify barriers for users relying on these technologies.
What ways can Zoonou deliver disabled user testing?
We offer flexible delivery models for disabled and accessibility user testing, depending on your project goals, timelines, and how involved your team wants to be.
- Post-audit validation: many clients run disabled user testing after completing an accessibility or WCAG audit. This allows teams to validate fixes and understand how accessibility improvements perform in real-world use.
- Design and prototype testing: user testing can also take place earlier in the design process. Testing prototypes or early builds helps identify accessibility barriers before development is complete, saving time and reducing rework.
- Release or milestone testing: for organisations preparing for a website launch, product release, or major update, disabled user testing provides targeted feedback on key journeys before going live.
- Ongoing accessibility testing: some teams incorporate disabled user testing into regular development cycles. Running testing periodically helps ensure new features, journeys, and updates remain accessible as your digital service evolves.
What other accessibility services does Zoonou offer?
Disabled user testing is just one part of our accessibility offering. We also provide:
- Accessibility audits and WCAG compliance reviews
- Accessibility strategy
- Digital accessibility training and workshops
- Document testing and remediation
Over services help teams embed accessibility throughout digital delivery.