Setting up a user research program to get insights from a 4 million-strong user base

ClearScore offers free credit reports on beautifully designed mobile and web apps. Since its launch in 2015 it has seen huge growth, and now with nearly 4 million users is the biggest credit-reporting service of its kind—ahead of Experian.

Prior to my arrival, there was no user research or testing taking place in the Design Team. My role was to put in place new user-centred design workflows, and introduce existing design team members to user-centred design methods.

I also organised a campaign to recruit a pool of over 800 users who would be able to come into the ClearScore office for regular user-testing and research sessions going forward.

Who I worked with

What I did

Tools I used

Above: Heatmap analysis using SessionCam of key screens on the mobile site.