It Takes GRIT: Lessons from the Small, but Mighty World of Civic Usability Testing
Summary
While usability testing is an often overlooked part of design in the frenzied race to get technology to market, it’s absence is especially problematic when it comes to civic-focused products and services. Even when designers want to test, options are often limited to "professional testers" or personal networks - far from the actual users they’re hoping to help. Testing with a diverse group of end users and stakeholders is the only surefire way to make sure what gets designed works for everyone, but the approach needs to be thoughtful, sensitive and impactful. Since launching in early 2019, GRIT has delivered more than 20 such inclusive usability testing engagements with partners in the public, private and nonprofit sectors and we’re eager to share our insights with others who endeavor to engage diverse, underrepresented communities in the design of their civic products and services. Using case studies and lessons from our trove of civic design engagements, we'll help take the guesswork out of inclusively testing your next design.
Key Insights
-
•
Inclusive usability testing uncovers user needs that would otherwise be missed, especially for vulnerable populations.
-
•
Building a diverse participant pool requires going offline to meet people in their everyday community spaces, not just digital recruitment.
-
•
Offering flexible testing times beyond standard working hours increases participation from diverse socioeconomic backgrounds.
-
•
Creating a comfortable, informal testing environment with snacks and a non-intimidating setting improves honest feedback.
-
•
Clear, jargon-free communication and early sharing of consent forms build trust and reduce participant anxiety.
-
•
Maintaining a single point of contact for participants prevents confusion and fosters smoother coordination.
-
•
Compensation at a rate of $1 to $1.25 per minute, reimbursed travel, and prompt payments boost recruitment speed and retention.
-
•
Referrals from satisfied testers can help reach specific demographics and expand testing pools efficiently.
-
•
Longitudinal testing, involving participants multiple times, enhances insights as the product evolves.
-
•
Testing with real users who rely on assistive technologies, like screen readers or voice commands, validates accessibility effectively.
Notable Quotes
"If it doesn’t work for you, it doesn’t work."
"When you test inclusively, you’re learning about the people who will be directly impacted by your work, your users."
"Technology that includes everyone, especially those from vulnerable populations, ensures that what gets built will work for everyone."
"Participant experience is everything and it starts with building trust."
"No surprises. Tell participants everything they’ll be experiencing from who will be in the room to if the session will be recorded."
"Use plain language in all communication. No design or technology jargon."
"Build your pool, build your practice. If you provide a great testing experience, you’ve got another person to add to your group."
"Compensation is so important to thank people for their time, and you will definitely build your recruitment pool much faster if you offer it."
"We intentionally did not email listservs or go on Twitter because that would have delivered a group that is too tech-savvy."
"During testing sensitive subjects, have relevant resources at the ready, like shelter beds for participants in need."
Or choose a question:
More Videos
"Design research often acts like scientists with clipboards rather than humans in conversation."
Daniel GloydDesigning From the Inside Out: How Method Acting Can Inspire Design Research
February 12, 2026
"Without good relationships, you won’t get good data. And without good data, you won’t have good project outcomes."
Deirdre Hirschtritt Cesar Paredes Marie PerrotResearch is Only as Good as the Relationships You Build
November 17, 2022
"I believe that maturity models could help define the strategy of the design team."
Benjamin RealMaturity Models: A Core Tool for Creating a DesignOps Strategy
October 1, 2021
"If you think fossil fuel companies are going to help us solve this, then we probably have a very different idea of how this system works."
Max Gadney Andrea Petrucci Joshua Stehr Hannah WickesAssessing UX jobs for impact in climate
August 14, 2024
"Seb is career UXer fresh at Canadian railways with a steep learning curve."
Lada GorlenkoTheme 1: Intro
January 8, 2024
"Play disrupts hierarchy, which is why it helps teams stuck in defensiveness to move forward."
Feyikemi AkinwolemiwaPlay to innovate: How curiosity and experimentation transform UX
March 11, 2026
"We’re obligated to treat each other with kindness and respect."
Bria AlexanderOpening Remarks
March 29, 2023
"User recordings are your most valuable asset but have become riskier due to biometric privacy laws."
Llewyn Paine[Demo] Deploying AI doppelgangers to de-identify user research recordings
June 5, 2024
"Accessibility is a great example where OKRs can unify multiple product and design teams to a non-negotiable standard."
Bria Alexander Benson Low Natalya Pemberton Stephanie GoldthorpeOKRs—Helpful or Harmful?
January 20, 2022
