User Research Specialist Needed for Insights Gathering

Freelance UX Researcher - Usability Testing for Carer Support App We're a platform that supports unpaid carers - people looking after elderly or vulnerable loved ones. What We Need We're looking for a UX researcher to run a focused round of moderated usability testing on our app. Currently, a huge amount of value in our app lies in the phone consultations that users book with our care experts, and the app requires a lot of complex information gathering to be useful. We want to make the app useful to people without necessarily speaking to a care expert, and make the information we do need to gather easier to provide. We need to understand where users get stuck, disengage, or fail to find value on their own. We'll provide quantitative context upfront (funnel data, drop-off points, session recordings). We need you for the part analytics can't do - uncovering the human reasons behind the numbers. Scope 6-8 moderated usability sessions with real carers (remote) Observe first-open behaviour: what do users expect, where do they try to go, what confuses them, what language doesn't land Explore how the app can deliver value without users needing to speak to a care expert - what can they get on their own, where do they hit dead ends Assess the information-gathering steps in the app - where do users struggle, drop off, or find the process too complex Deliver severity-rated findings with video clips of key moments and recommended fixes What We Provide Analytics context upfront so you know where to focus Participant recruitment (you will source and recruit participants - we can provide a screener and criteria) Access to the product team for questions and context About You Experience running moderated usability testing UK-based or UK timezone (our users are UK-based). Must be fluent in English. Available to start from first week of March 2026. We expect this to be a 3-5 day engagement. Please include your project rate (the budget is not necessarily limiting), a brief note on how you'd approach this, and an example of similar work.