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User Experience Lab

Based in Turin, Rome and Naples, the User Experience Lab since 1993 has been TIM's center of expertise for user experience testing and study activities, through communities of experimenters.

Since 2018 it has been accredited by the Single National Body ACCREDIA for the evaluation of Usability and User Experience of Services, Apps and Web Portals, with reference to the UNI CEI EN ISO/IEC 17025 standard. Thus, the scientific nature of its methodology and the expertise of its staff in the various moments of a service's life cycle have been recognized.

It also conducts quality-of-experience and perceived E2E quality surveys of multimedia platforms and services, thanks to a controlled laboratory that allows the reproduction of fixed and mobile network configurations and the introduction of specific issues, verifying the impact on perceived and user satisfaction.

Evaluations are carried out on both prototype solutions and other already commercial solutions for Private and Business customers. The lab also conducts qualitative surveys on various organizational issues: work-related stress, communication, welfare, agile work, processes and HR issues.

The User Experience Lab has always been working to promote a User Centred quality of service, where the user (both the colleague who also works in 'Agile Work' mode, and the customer) is placed at the center, to realize technological solutions that are easy to use, able to respond to a need, to be able to excite, to make people feel part of an ecosystem.

The lab employs a multidisciplinary team of experts in usability, ergonomics, psychology, and communication, as well as telecommunications engineers, chemists, and physicists, who, starting from the user experience, contribute to the creation of immediate and pleasant interfaces and services.

 

 

How the User Experience Lab works

The lab engages users of services, sites, apps, and products to learn about their behaviors and mental models and to understand their needs and expectations. Engagement sometimes takes place from the concept definition and design phase, in other cases when the services/products are already on the market, to highlight any critical issues or problems in use or identify areas of optimization for a possible later redesign phase. In addition to laboratory testing, tests are also carried out in real-life contexts of use, such as directly in users' homes or while they are on the move. All customer data, both sociodemographic and usage or opinion and behavior data, are handled in full compliance with current privacy regulations.

Among the most widely used methodologies and analysis tools:

·      In-person and webcam-based focus groups

·      Field experiments

·      Online surveys and questionnaires

·      Expert heuristic evaluations

·      Laboratory and mobile usability testing in presence and via webcam

·      De visu and via webcam interviews