User research and eye-tracking, London & UK
ShopSight helps organisations understand how people really see, navigate and experience their websites, products and spaces. We find what people notice, where they struggle and what stops them acting, then turn it into clear, prioritised changes.
Websites, apps, ecommerce, platforms and prototypes. Find out where users struggle and what stops them completing their goals.
Explore digital research →Retail spaces, products, packaging, signage and events. See what people notice, miss and engage with in the real world.
Explore physical research →Where online meets offline: omnichannel journeys, in-store screens, and how behaviour shifts between web and shop floor.
Explore connected research →The blind spot
Analytics show you where people drop off. Surveys tell you what people think they did. Neither shows you the moment itself: the button nobody noticed, the sign that blended into the background, the hesitation before someone gave up.
ShopSight studies real people as they use your experience, so you can see behaviour and attention as they happen rather than guess at them afterwards.
Questions we help answer
What we do
Every project starts with your question, not a method. We choose the right mix of usability testing, observation and eye-tracking to answer it.
Understand how people navigate your website, app or platform, where they struggle, and what stops them completing their goals.
Explore how people interact with spaces, products and real-world experiences, from retail environments to events and social settings.
Follow people across the line between online and offline, where most real journeys now happen.
Our signature method: eye-tracking
People can't always explain why they missed something, because they never noticed it in the first place. Eye-tracking records where attention lands, what gets overlooked and how long people hesitate, then connects it to what they did next.
We use lightweight wearable glasses, so the same method works on a phone screen, a supermarket shelf or an event floor. It can be added to any digital, physical or connected study.
Official Viewpointsystem partner, powered by VPS Next
The order in which people looked at things, step by step.
Where attention concentrated, and what was ignored.
Hesitation, confusion and missed information, pinpointed.
How quickly key elements are found, and how long they hold attention.
The process
A short call to understand your goals, your audience and the decision the research needs to support.
We choose the methods, recruit the right participants and plan sessions around your timeline.
Participants use your website, product or space naturally, with eye-tracking where it adds value.
A clear report with prioritised recommendations, evidence clips and a walkthrough with your team.
Pricing
Every ShopSight engagement is priced at a simple daily rate. You book the number of days that makes sense for your goals, whether that's a single focused study or an extended programme.
Participant fees quoted separately.
Includes research sessions online or in person, full analysis, friction mapping and a detailed insights report. Scaled engagements available for multi-day projects, larger sites and ongoing research.
Tailored to your website, physical space or product.
Where attention lands and what gets missed, whenever eye-tracking is part of the study.
Pinpointing where the experience breaks down and people disengage.
A clear, prioritised deck of findings and recommendations you can act on straight away.
Let's talk
Tell me a little about your website, product or space and the questions you'd like answered. I'll come back to you within 24 hours to talk through how ShopSight could work for you.
You can also call Lilian directly on 07447 744 710.