The eGovernment Benchmarking has become, over the years, not just a measurement framework but one of the main policy tools in digital government. As such, it needs continuous updating to stay relevant in a fast-changing context while keeping year-by-year comparability. In particular, indicators to measure usability were added over the last years but are now in need of updating and refinement. To define and pilot such indicators is the goal that the Lisbon Council and Public.Digital set out to deliver in the present study. To do so, the study started off by collecting the widest range of indicators, creating a long list of 97 indicators. This longlist was developed based on desk research, one to one interviews with 13 stakeholders and open discussion with 21 experts. This longlist was then assessed based on the criteria of compliance with usability theory, alignment with policy priority, technical feasibility. Based on such assessment, the feedback of the Member States, and early mini-pilots, the list was drawn down to 20 indicators grouped in four areas: clear language, consistency and ease of use, speed and performance, help and support. Additionally, the decision was taken (based on expert interviews) to implement the methodology not on portals, as in the existing usability indicators, but on individual services. Such methodology was then deployed in three Member States (Czech Republic, Denmark, and Italy) by selected mystery shoppers (two per country) on 16 services (two per each of the eight life events). The Member States were selected based on the geographical balance and performance in terms of supply and demand of eGovernment services.