Health

District Performance

USER TESTING - EXISTING WEBSITE / EXPERT REVIEW / CRO
Screenshot 2026-03-25 095236
stage-three

Stage One

Existing website testing

stage-one

Stage Two

Design Testing

stage-three

Stage Three

Staging Testing

About the Company

District Performance is a boutique provider of physiotherapy services based in Washington D.C, with multiple branches across the United States.

They specialise in supporting athletes and active individuals who want to stay mobile, recover effectively, and perform at their best. Their offering is positioned at the premium end of the market, with a strong focus on tailored care and high-quality service.

 

Objectives

The goal of this project was to evaluate the end-to-end user experience across mobile and desktop, with a focus on identifying the key factors influencing conversion performance.

Specifically, we aimed to:

  • Identify friction points across the user journey:
     Pinpoint where users hesitate, encounter difficulty, or drop off and how these moments affect progression toward booking.
  • Evaluate user experience and communication effectiveness:
     Assess how clearly the value proposition is communicated, how intuitively users can navigate and complete tasks, and how design and content shape perceptions of credibility, professionalism, and quality of care.
  • Identify barriers to conversion: Uncover both visible and subtle issues — including usability gaps, unclear messaging, and trust concerns — that may reduce conversion rates.

Results

  • Homepage & visual experience refinement:
     Improved layout, hierarchy, and visual consistency by standardising icons and design elements.
  • Navigation, structure & CTA optimisation:
     Enhanced navigation, reduced repetitive CTAs, and restructured the service architecture.
  • Mobile & usability enhancements:
     Optimised mobile navigation, resolving truncated labels and improving overall usability across devices.
  • Messaging & content improvements:
     Refined pricing and insurance communication and developed a new ‘About Us’ page.
  • Conversion & backend optimisation:
     Improved contact form usability and streamlined CMS integration.

Discovery and Research

Part One:

  • Systematic expert review:
     Three independent researchers conducted structured audits across UX, design, communication, and marketing to reduce bias and surface consistent patterns.
  • Evaluation of UX, design & messaging effectiveness:
     Assessed layout, hierarchy, navigation, visual consistency, and how clearly services, benefits, and differentiators were communicated, ensuring alignment with user expectations.
  • Identification of friction points & missed opportunities:
     Highlighted areas where the experience may break down, including gaps in trust-building, user guidance, and conversion optimisation

Part Two:

  • Post-test survey analysis:
     Reviewed user ratings and written feedback to quantify sentiment and identify recurring themes across participants.
  • Cross-referencing qualitative and quantitative data:
     Compared behavioural findings with self-reported feedback to validate insights and uncover discrepancies between what users say and do.
Copy of (posted)
img-arrow-11 arrow

Discovery and Research

Part One:

  • Systematic expert review:
     Three independent researchers conducted structured audits across UX, design, communication, and marketing to reduce bias and surface consistent patterns.
  • Evaluation of UX, design & messaging effectiveness:
     Assessed layout, hierarchy, navigation, visual consistency, and how clearly services, benefits, and differentiators were communicated, ensuring alignment with user expectations.
  • Identification of friction points & missed opportunities:
     Highlighted areas where the experience may break down, including gaps in trust-building, user guidance, and conversion optimisation

Part Two:

  • Post-test survey analysis:
     Reviewed user ratings and written feedback to quantify sentiment and identify recurring themes across participants.
  • Cross-referencing qualitative and quantitative data:
     Compared behavioural findings with self-reported feedback to validate insights and uncover discrepancies between what users say and do.
2b43f2_520903adb61049b88afb31064b0712d3~mv2

Testing and Analysis

The testing phase was designed to replicate real-world user behaviour and decision-making, providing reliable and actionable insights.

  • 1. Realistic, task-based journey simulation:
     Participants engaged with Google Ads and landing pages, completing structured tasks that reflect a typical user journey — from first impression through to booking — ensuring realistic and comprehensive coverage.
  • 2. Behavioural observation & analysis:
     Screen-recorded sessions captured real-time behaviour, including navigation patterns, hesitation points, misclicks, and backtracking, with analysis prioritising what users actually did to uncover genuine usability issues.
  • 3. Post-test evaluation & root cause identification:
     Participants rated key aspects of the experience and provided written feedback, while patterns across sessions were analysed to identify underlying issues driving multiple surface-level problems.
Visit Website
78598c_1cded522b34c4d07a0a8b5450c625264~mv2

Findings

Overall, users reported a mixed experience, with strong foundational usability but several issues impacting perception and conversion potential.

  • Strong visibility of key elements:
     Users quickly identified trust signals and primary calls-to-action, supporting basic navigation and task completion.
  • Text-heavy content limiting engagement:
     Dense blocks of text made it difficult for users to scan and understand key information efficiently.
  • Mobile navigation issues:
     Truncated menu labels created confusion and disrupted the browsing experience on smaller devices.
  • Inconsistencies in design execution:
     Variations in visual elements and layout reduced overall cohesion and perceived quality.
  • Barriers to service exploration:
     Users found it challenging to easily understand and navigate the range of services offered.
  • Trust and credibility concerns:
     Lack of specific detail (e.g. therapist credentials) and unpolished design elements introduced doubt.
  • Compounding effect of minor issues:
    While no single issue was critical, the accumulation of small frictions negatively impacted overall confidence and conversion intent.
Visit Website

Start your project

If your website isn’t performing well or just doesn’t properly represent your business, talk to us.
We’ll build you a custom solution that works

Contact Us