User Vision

UX Research Platform MUiQ from User Vision Limited

MUiQ is a transformative tool offered exclusively through User Vision’s partnership with industry leader MeasuringU. 
MUiQ delivers unparalleled quantitative and qualitative insights, enabling flexible, scalable, and secure mixed method research methodologies tailored to even the most intricate projects collecting and analysing user data for even the most complex research studies.

Features

• Remote unmoderated and moderated UX testing
• Task-based studies for desktop and mobile
• Video Session Replay
• Click/heat maps, URL paths, task success metrics
• Website intercept and 30 Question Types
• Real time reporting & dashboards
• Data Export Function into Microsoft Office Suite & SPSS
• Think-aloud and screen recordings
• Range of survey questions with flow logic
• Customizable click tests, tree tests, card sorts & Kano

Benefits

• All-in-one Research Solution with multiple methods
• Test UX & CX across desktop, mobile/tablet (iOS & Android)
• Combine Qualitative & Quantitative Data
• Statistical Analysis (p-values, confidence intervals, cross tabs and more)
• Collect Usability Metrics: Effectiveness, Efficiency, Satisfaction
• Participant sourcing services
• Professional Services / research projects delivered by UX experts
• Research support, advice and training
• Test without geographical restrictions
• Remote Moderated and Unmoderated testing

£55,000 a licence a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at chris@uservision.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

449637026270121

Contact

Chris Rourke
0131 225 0851
chris@uservision.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Video Session replay is limited to Chrome, Firefox and MS Edge; Mobile tests are limited to iOS and Android
• System requirements:
  • Browser plug-in download required on desktop for Video Session Replay
  • Mobile app download required for Video Session Replay on Mobile
  • Java Script code required to run live intercept surveys

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: User Vision can provide local customer support from 9am to 5pm GMT on weekdays by contacting your Account Director.; ; Administrative and technical support from MUIQ shall be provided by email and telephone from Monday to Friday, 9:00am to 5:00pm Mountain Time (3pm to 11pm GMT) ; ; Support Requests will be respond to support-related incidents and/or requests submitted by the customer within the following time frames: ; ; 1. 0-8 hours (during business hours) for issues classified as High priority.; 2. Within 48 hours for issues classified as Medium priority.; 3. Within 5 working days for issues classified as Low priority.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Administrative and technical support from MUIQ shall be provided by both email and telephone from Monday to Friday, 9:00am to 5:00pm Mountain Time (3pm to 11pm GMT). ; ; Outside of those hours User Vision can provide local customer support from 9am to 5pm GMT on weekdays by contacting your Account Director.; ; Support Requests. MeasuringU will respond to support-related incidents and/or requests submitted by the customer within the following time frames: ; ; 1. 0-8 hours (during business hours) for issues classified as High priority.; 2. Within 48 hours for issues classified as Medium priority.; 3. Within 5 working days for issues classified as Low priority.; ; In addition to the above support, you would expect of the research platform User Vision will provide additional research support. This is equivalent to 4 hours per month (48 hours per annum) and is designed to assist Scottish Enterprise in aligning their research goals to the most appropriate methodology in both quantitative and qualitative research. One of User Vision’s UX Consultants will be available for a weekly meeting of 1 hour or a 2-hour fortnightly meeting if planned in advance. This will give your team ongoing mentoring on best practice approaches inside and outside the MUIQ platform.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding to the MUIQ platform begins with a Kick off meeting to introduce you to the team who will be your key contacts at User Vision and MeasuringU. ; ; We will then run a sequence of weekly training session via Zoom or Teams in the first month of onboarding beginning with an introduction to the platform and a walk through of all the study types and options. We will then move to more advanced training sessions with the client team and encourage co-creation of initial studies by all users so you can learn as you go. We will guide you on best practice for creating a range of studies to answer your research questions and collect the metrics you desire for your research projects.; ; User Vision will also provide additional research support. This is equivalent to 4 hours per month (48 hours per annum) and is designed to assist in aligning the clients research goals to the most appropriate methodology in both quantitative and qualitative research. One of User Vision’s UX Consultants will be available for a weekly meeting of 1 hour or a 2-hour fortnightly meeting if planned in advance.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The Self-Service Solution includes a feature that allows users to download Customer Content and Study Content at any time during the Term. MUiQ will retain Customer Content and Study Content for 90 days after termination (the “Retention Period”) and, upon Customer’s written request during this Retention Period, will deliver Customer Content and Study Content to Customer.
• End-of-contract process: Clients will choose to terminate the contract or renew for another annual period.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Simple Surveys or Card Sort Surveys work on any standard mobile browser (Chrome, Firefox, Safari, Edge); ; Non-URL/Web-Task-based Studies (including Click Tests, 5s Tests, Tree Tests, Text/Image Tasks) work on any standard mobile browser (Chrome, Firefox, Safari, Edge); ; All URL/Web-Task-based Study requires the MUiQ Survey App for iOS or Android Always Required (minimum iOS 11.0, Android 5.0, or higher)
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: MUiQ Client portal lets account administrators to fully customise their study build and settings. You can launch your study to online participant panels directly from MUiQ. Target specific participant profiles and customize your recruitment requirements, including website intercepts and feedback tabs.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: It is important to MeasuringU and User Vision that they have a clear understanding of any accessibility issues for users of their MUiQ tool. User Vision has performed an accessibility audit of the MUiQ tool to determine whether there are any accessibility barriers. It is designed to capture any issues so that MeasuringU can make sure that the tool can be used by the widest possible audience by complying with Web Content Accessibility Guidelines (WCAG) V2.2 Level A and Level AA.; ; The audit was carried out on desktop (using NVDA and JAWS). Overall, we found similar issues across the assistive technologies, however, we have highlighted when they interacted differently with the system in this report.; ; The outcome was a WCAG 2.2 Compliance - 80% Level A, 82% Level AA; ; WCAG 2.2 Overview; A single instance of non-compliance with a guideline equates to a fail on that guideline. Any “not applicable” issues equate to a pass on that guideline. In order to achieve AA compliance you must satisfy all of the level A and level AA criteria.; ; WCAG 2.2 contains 33 criteria at Level A and an additional 24 at Level AA (57 Level A and AA criteria in total).
• API: Yes
• What users can and can't do using the API: API Integration is available for reporting
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: Available on request

Analytics

• Service usage metrics: Yes
• Metrics types: 1.Number of studies launched in MUiQ; ; 2. Number of support tickets raised and resolved; ; 3. Number of participants tested with within a year
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: MUiQ by MeasuringU

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Excel, CSV
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: SLA: 99% uptime availability 24/7 (except for maintenance); Planned downtime for maintenance will be advised to the client in advance
• Approach to resilience: Available on request
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: To be confirmed
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Available on request
• Information security policies and processes: Available on request

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Available on request
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Available on request
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available on request
• Incident management type: Supplier-defined controls
• Incident management approach: Available on request

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  User Vision is aware of the environmental impact of business operations and aim to minimise our carbon footprint through practical steps. These include:; • Low carbon travel – we normally travel by train rather than flying.; • Setting goals for our own carbon emissions through our ‘Earth Vision’ strategy. We perform an annual Carbon Footprint assessment for our HQ. Our plan includes: ; 1) our team mainly working remotely and encouraging travel to work on foot, on bike or via public transport ; 2) low wattage lighting which is only used when needed and minimising electricity consumption (e.g., powering down computer equipment overnight and weekends); 3) team members use laptops rather than PC’s since they are 80% more efficient ; 4) donating all old electricals to schools/charities where possible or, recycling as much of the equipment as possible ; 5) recycling all glass, cardboard, paper & plastics ; • Being aware and raising awareness of Digital Waste. We are leaders in the effort to bridge from User Experience into Earth Experience, educating the public and clients about the impact that digital operations have on carbon emissions. We deliver client and conference presentations on the theme of how UX professionals can reduce this impact by advocating for smaller size pages, more efficient image formats and better digital designs. ; • Creating an innovative audit service to help clients examine their own Digital Waste impact and know how to address opportunities through various means such as reducing the page weight on their website and assessing their web hosting providers. Digital operations, such as the sharing of data and storage of digital files, requires vast server capacity and therefore electricity. We have spoken at conferences about how better UX plays a beneficial role. Our talks can be seen here: https://www.slideshare.net/uservision/do-ux-designers-have-a-role-in-reducing-digital-waste.

  Covid-19 recovery

  COVID-19 has exacerbated existing economic and social challenges, while also creating many new ones. From the start of the pandemic, we sought to aid the recovery of our business, communities and the economies by developing new ways of working, and supporting our staff, clients and others affected by the virus. ; To minimise risk, staff were encouraged to work from home for most of the past 2 years. User Vision is returning to a hybrid pattern with most staff in the office 2 days a week and 3 days at home. These days are split over 2 teams, to reduce the number of staff in the office at once. A deep clean and thorough Covid risk assessments were done before staff returned to the office. Masks & hand sanitiser are available throughout the office and our Office Manager updates staff with all Covid rule changes. Staff voluntarily update the office manager with their vaccination status and their staff records updated.; Our room hire facilities have also changed as a result of Covid, with more open space within rooms, sanitizer available, rooms cleaned between sessions and a free streaming service to clients as some still may not want to travel or sit in an enclosed room. ; Finally, to apply our expertise to the fight against Covid, for any projects that are related to Covid-19, we will offer our services at half rate. We are proud to have applied our accessibility expertise on an NHS project to improve the accessibility of the online Covid test booking process for people with disabilities in the early stages of the pandemic.

  Tackling economic inequality

  We have always believed that a business has an important social purpose, and we are proud to have worked with clients on the front line of this such as Citizens Advice Scotland and several charities. Wherever possible we seek to lower the unequal distribution of income and opportunity between different groups in society.; We have offered mentoring for students and recent graduates to give them the important work experience that will help them make a solid start on their careers. Our active engagement of the community of people with disabilities in our usability testing is also having a positive effect.

  Equal opportunity

  At User Vision we have built an inclusive workplace where everyone is ambitious for disabled people and people with long-term health conditions, and where people understand the important relationship between health, work, and disability.; ; User Vision is committed to active Equal Opportunities and Fair Treatment policies, from recruitment and selection through to training and development, appraisal, promotion and finally to retirement. It is in our policies to promote an environment free from discrimination, harassment, and victimisation. All Employees are treated equally, regardless of sex, race, disability, age, gender reassignment, sexual orientation, marriage and civil partnership, pregnancy and maternity, religion or belief. All decisions relating to employment practice are free from bias and based upon work-related criteria and individual merit. ; ; User Vision is an Equal Opportunities Employer and as such does not discriminate against any employee because of a ‘protected characteristic’. This especially applies to recruitment and selection. We ensure that our policy is circulated to any agencies assisting in recruitment and a copy of our policy is available for all employees and made known to all applicants for employment. We extend the policy communication to all private contractors reminding them of their responsibilities towards the equality of opportunity.

  Wellbeing

  Health and wellbeing are essential for a thriving business. User Vision has a wellness programme geared to encouraging vitality, a healthy quality of life, and a positive working environment in which people thrive. We aim to be proactive, to give employees awareness, education, and support to successfully function at work and at home, free from factors which may negatively impact upon their health.; As part of this, our staff have private medical health insurance through Vitality Health and Life Insurance which includes support and counseling for mental health as well as physical health. Staff are also encouraged to use all their holidays up each year and take rest breaks evenly throughout the year. Our standard the working day has been extended to allow staff if and when needed to take time off for a walk, coffee, childcare- anything that they need to help their own wellbeing without worrying about the hours being worked that day. We also have team away days which involve a fun event, with food & drinks- a day out of the office. And because laughter is often the best medicine, we host our Edinburgh Festival evenings every year, and various other social nights throughout the year.

Pricing

• Price: £55,000 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: 1 month access to a sandbox environment

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at chris@uservision.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.