Case Study: City of London Police achieves easier online crime reporting and increased self-service with WhatUsersDo

City of London Police - Customer Case Study

City of London Police launched a new website with an online crime-reporting form but, after internal testing, wanted real users unfamiliar with policing terminology to ensure the form and confirmation emails were clear and accessible. To do this they worked with WhatUsersDo, using the WhatUsersDo panel and platform to test UK desktop users on realistic low-level crime scenarios and capture real-world feedback.

WhatUsersDo delivered full-service UX support—account management, panel segmentation, test design and full UX analysis with video evidence—revealing where police-specific language and form flow caused confusion. The testing gave the City of London Police a complete picture of usability issues, faster insight at lower cost than lab testing, and actionable recommendations they will use to improve the reporting experience and increase the number of crimes reported online.

City of London Police