User Experience Lab

Different skills, one shared goal: understanding how people experience technology.

Our team brings together User Experience psychologists, cognitive ergonomists, communication, statistics, software and telecommunications experts. Different areas of expertise come together to analyse, test and improve how people experience products, services and technologies.

Since 2018, the Lab has been accredited by ACCREDIA according to the UNI CEI EN ISO/IEC 17025 standard for Usability and User Experience assessment.

And collaboration goes beyond the Lab. We work with universities and professional organisations through research, training, workshops and internships, sharing expertise, exploring new approaches and keeping pace with the evolution of technology and the ways people use it.

We study people’s experiences to transform research evidence into actionable insights and recommendations, supporting design and development decisions.

We assess:

USABILITY
How easy a service is to understand and use.

USER EXPERIENCE
The overall experience of the user, from needs and expectations to perceptions and behaviours.

QUALITY OF EXPERIENCE
The relationship between technical performance and the quality perceived by the user.

ACCESSIBILITY
The ability of a service to be used by people with different needs and ways of interacting.

Our work delivers prioritised insights, identified user experience issues, design recommendations and metrics to support decision-making.

We select methods and tools based on the research question, combining activities in the lab, online and in real-world contexts.

IN THE LAB
User testing · Eye tracking · Focus groups · Interviews · Expert evaluations

ONLINE
Surveys · Interviews · Focus groups · Unmoderated testing · Digital communities

IN THE FIELD
Experiments · Behavioural observation · Ethnographic research · In-home and in-the-wild testing

Research can support the entire journey of a service: from concept and design to the evaluation of products and solutions already on the market.

The User Experience Lab is part of TIM’s technology ecosystem.

Our distinctive strength lies in combining the study of people’s experiences with the performance of networks, services, platforms, devices and interfaces they interact with.

In collaboration with TIM’s Test Plant, we can reproduce significant network conditions in a controlled environment and test equipment, configurations and services before they are introduced into the live network.

From technical quality to perceived quality: we analyse the end-to-end experience.

We work on digital and technology-driven experiences across a range of areas:

APPS AND WEBSITES
Digital channels for consumer, business and internal users.
MyTIM · TIM Modem · MyKena

CUSTOMER CARE AND SELF-CARE
Chatbots, apps, telephone services and digital support channels.
Angie

MULTIMEDIA SERVICES
Platforms, streaming and digital content.
TIMVISION · Freccia Play

INNOVATIVE SOLUTIONS
IoT, concepts, prototypes, new interfaces and emerging technologies.

MANUALS AND GUIDES
Assessing the clarity and comprehensibility of documentation supporting products and services.

We explore the use of Artificial Intelligence to support User Research: from survey validation and semantic analysis of qualitative data to the evaluation of content and interfaces, quantitative data processing and persona creation.

AI supports the researcher; it does not replace them.

Methodology, interpretation of evidence and design decisions remain grounded in the expertise of our team.