Inside the Usability Analyst Process: Learning from Real Projects

When you hear the term Usability Analyst, it often sounds like a role that only tests screens or points out problems after a design is ready. In reality, the process starts much earlier and is deeply rooted in understanding people.

A HFI- Certified Usability Analyst (CUA) works to bridge business intent with user expectations. Let’s break down the process into simple steps and see how it plays out in practice

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Step 1: Understand Users (Needs, Mental Models, Task Flow)

The first step is never about the interface; it’s about people. We uncover how users think, the shortcuts they use, and the problems they face in daily tasks.

Future Generali Example: While working on an auto insurance claims app, I sat down with claims adjusters to map out their daily process of logging, validating, and settling claims. Instead of showing them a screen, we walked through their workflow on paper. One insight was that adjusters often worked late evenings and needed quick access to policy validation, which was buried in the old system. This insight reshaped our design priorities.

Industry Example: Amazon’s checkout process is famous for being frictionless. But behind the scenes, their usability team learned that users often left items in the cart because they were unsure about delivery timelines. By focusing on the mental model of “certainty before payment,” Amazon integrated delivery dates early in the checkout flow.

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Step 2: Structure Information and Workflows

Once you understand how users think, you organize content and tasks in a way that feels natural.

Future Generali Example: We noticed claims adjusters grouped tasks differently from how management envisioned them. For example, they categorized “fraud checks” as part of validation, not settlement. Running a quick card sort helped us restructure navigation so it reflected their real-world mental model.

Industry Example: Spotify redesigned its navigation when users said “I want to quickly get back to what I was last listening to.” Their usability analysts restructured the app to prioritize “Recently Played,” directly aligning with user flow.

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Step 3: Prototype and Validate Early

Designs are hypotheses. Test them early with real users before investing in full development.

Future Generali Example: We created clickable wireframes of the claims dashboard and asked adjusters to “process a claim from start to finish.” Within minutes, we realized the “Notes” field placement forced unnecessary scrolling. By fixing it early, we saved development rework.

Industry Example: Microsoft Teams prototypes were tested with real enterprise users before launch. Feedback like “I want chat and meetings in one place” helped refine the product into the seamless hub it is today.

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Step 4: Continuous Testing and Feedback Loops

Usability is never one-and-done. Keep listening, testing, and refining.

Future Generali Example: Even after launch, we ran periodic feedback sessions with claims adjusters. Small changes-like auto-saving draft claims-boosted efficiency and reduced frustration.

Industry Example: Google constantly A/B tests interface variations. The position of the search bar, colors of call-to-action buttons, and even microcopy go through usability validation with real users.

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Final Thought

Usability analysis is not about pointing out design flaws at the end. It is about building the right product in the right way from the very beginning. Whether it’s Future Generali claims adjusters needing faster workflows, or global players like Amazon and Spotify aligning with mental models, the principle remains the same: start with the user, not the interface.

That’s the kind of learning users come back to-because it’s practical, relatable, and rooted in real-world value.