Case Study: NALC improves member experience with Heavy Penguin user testing and research

NALC engages 400 members and boosts user testing with Heavy Penguin

The National Association of Local Councils (NALC) was aware that problems with its existing website were holding back the experience of its 10,000 members. NALC engaged Heavy Penguin to conduct rigorous and engaging user testing and research to gain the insights needed to inform a more user-centered website design.

Heavy Penguin implemented a fully remote research and discovery process using digital tools like Hotjar and Google Analytics. The solution included online surveys, stakeholder interviews, and user testing of key journeys, which identified high-impact issues for a new digital roadmap. Heavy Penguin delivered a comprehensive report and a Google Analytics dashboard, enabling data-driven decisions. The project successfully engaged over 400 members for feedback, with 25% agreeing to participate in user testing.

National Association of Local Councils (nalc)