UX testing and feedback

1) Introduction

UX testing is a system process for checking the convenience and effectiveness of the interface with real users. Its goal is to identify friction points, non-obvious barriers and improve the path to targeted actions (registration, deposit, search, play, etc.). Feedback collected at all stages is turned into fuel for iterative product improvement and conversions.

2) UX testing objectives

Improve the clarity of the interface - how quickly the user understands what to do.
Assess the effectiveness of navigation - is it easy to get to the desired action.
Check emotional perception - whether the design causes trust and comfort.
Measure the speed of achieving a goal - minimize clicks and cognitive effort.
Collect real insights to prioritize improvements.

3) Types of UX testing

1. Moderated testing - with a moderator who observes and asks questions. Suitable for deep perception analytics.
2. Unmoderated (remote) - the user performs tasks without an observer; convenient for mass data collection.
3. A/B testing - hypothesis testing on different versions of the interface with the measurement of conversion metrics.
4. Eye-tracking - eye tracking to study the visual hierarchy.
5. Heatmaps and Scrollmaps - visualization of click points, movement and scrolling depth.
6. Card Sorting-Evaluates the menu and navigation structure.
7. Tree Testing - check the logic of transitions along the hierarchy.
8. First Click Test - where the user clicks first to solve the problem.
9. Surveys and NPS - subjective assessment of satisfaction and perception.

4) Stages of UX testing

1. Goal definition: what we check - clarity, speed, conversion, emotion.
2. Selection of metrics: TTV, FMC, Success Rate, Error Rate, SUS, NPS.
3. Selection of participants: real users, segments (beginners, VIP, mobile).
4. Preparing scenarios: tasks ("find a slot," "make a deposit," "check the tournament").
5. Test conduct: observation, recording screens, recording comments.
6. Feedback collection: post-session, questionnaire, convenience scale.
7. Data analysis: highlighting problem patterns and prioritization.
8. Implementation of improvements and retests: continuous cycle.

5) Basic UX test metrics

Success Rate (%) is the percentage of users who successfully completed the task.
Time on Task (sec) - execution time.
Error Rate (%) - number of errors or rollbacks.
FMC (First Meaningful Click) is the first targeted action.
TTV (Time to Value) - speed of achievement of the result.
SUS (System Usability Scale) - subjective scale of convenience (0-100).
NPS (Net Promoter Score) - willingness to recommend the interface.
Rage Clicks/Dead Clicks - clicks on inactive zones.

6) Methods of collecting feedback

Questionnaires and forms: short surveys after an action or session.
Built-in widgets: "Was this helpful? , "emoji, scales 1-5.
Interviews and depth sessions: clarification of motivation and emotions.
Behavior analytics: Hotjar, Smartlook, FullStory, GA4.
A/B and multivariable tests: objective measurement of change effectiveness.
Support channels: tickets, Telegram/chat bots, email - the source of real pain.

7) Interpretation of feedback

• Qualitative: emotions, quotes, context, "why."
• Quantitative: metrics, percentages, success rates.

It is recommended to build a correlation table between subjective complaints and objective data: if 60% of complaints coincide with a drop in Success Rate, the priority is high.

8) Continuous improvement cycle

1. Surveillance (tests, analytics, feedback).
2. Hypothesis formulation (what to improve and why).
3. Implementation of changes.
4. A/B testing of the result.
5. Effect fixation (metrics).
6. New iteration.

This is a closed loop UX Feedback Loop, similar to the measure → improve → measure DevOps approach.

9) UX testing in the context of iGaming

• The path to the deposit: time, steps, clarity.
• Game selection: filtering and search speed.
• Tournaments and bonuses: clarity of rules, CTA clickability.
• Responsible limits: transparency of limits and confirmations.
• Mobile scenarios: CTA availability without scrolling, tap zone size.

Tests should take into account the emotional background - excitement, timer, visual distractions, time stress.

10) UX testing tools

Hotjar, Smartlook, Clarity: behavioral maps and session recordings.
Maze, Useberry: rapid prototype tests.
Lookback, UserTesting: moderated interviews.
Optimizely, VWO: A/B platforms.
Figma/Framer Prototypes: for quick verification of prototypes.
Amplitude, Mixpanel: action analytics and flow.

11) Post-test analysis

• Task tables (success/errors/time/comments).
• Screenshots and heat maps.
• Transcripts of sessions (key quotes).
• FMC/TTV/CTR metrics.
• Recommendations on P1-P3 priorities.

Each problem should have a corrective action: not just "fix," but "make the CTA visible on the first screen" or "reduce steps from 5 to 3."

12) Frequent UX test errors

Test with no clear purpose → no measurable result.
Few respondents → distortion of conclusions.
The test only with designers → the absence of real patterns.
Interpretation by emotion, not by data.
Ignoring post-feedback after release.

13) Integration of UX tests into the development process

Before release: testing a prototype or staging version.
After release: observing the behavior of real users.
Regular: quarterly UX audits on key scenarios.
Shared: UX tests with analytics, marketing and support teams.

14) UX-indicators in dashboards

• Success Rate by task.
• Medium TTV and FMC.
• Rage Clicks и Error Rate.
• NPS by segment.
• Number of UX hypotheses at work/closed.
• Frequency of improvement iterations.

15) Short Summary (TL; DR)

UX testing is not a one-time check, but an ongoing learning process based on user behavior. It combines metrics, observations and feedback, turning them into interface improvements.
The main thing: less guesswork - more facts, less redesign - more iterations.