How is this different from a heuristic review?

A heuristic review is one input. A full audit combines heuristics with behavioural data, support evidence, task-based testing and accessibility review, then clusters findings into root causes and rates them commercially. Heuristics alone produce opinions with a checklist attached.

Can our team run the next one?

That is how we run them, the checklist, severity model, evidence sources and working-session format are all handed over. The second audit should not need us.

Expertise / UX Audit Services

An audit's job is to end an argument, not to start a document.

Most audits produce an accurate deck that gets praised, circulated and ignored. The difference is decided at the framing stage, before any evaluation happens.

Start a conversationUI/UX Design in full

Who this page is for

For teams buying a UX audit who want it to result in shipped change.

Related capability

UI design
UX design
Wireframing
User flows
Information architecture
Interaction design
Motion design

Framed as a decision, not an assessment

An audit commissioned to 'review the user experience' produces a list of problems with nowhere to go. An audit commissioned to answer a decision: rebuild or repair, why onboarding conversion dropped, whether the product can support enterprise: produces findings that are automatically relevant to something someone is about to do.

Before we start, we write down the two or three questions the audit must answer and who will act on the answers. If we cannot name the person, the audit has no destination and we will say so.

What the evidence consists of

Behaviour before opinion. Analytics for shape, session replay for texture, twelve to twenty-four months of support tickets clustered for the customer's own language, in-product search queries, stakeholder interviews for constraints and history, then task-based user sessions to see failure directly.

Support tickets are the most under-read research asset in most companies. Resolved individually and never read as a body, they usually describe your top six problems in the customers' own words.

Severity rated commercially

Every finding carries a rating for what it costs you: abandoned tasks, support volume, slower sales cycles, compliance exposure or churn signal, with the evidence beside it. The order of the fix list follows from that, not from taste.

Then we cluster. Forty findings are usually six root causes, and clustering is the analytical step that makes an audit actionable. It is also the step most often skipped, because it is harder than listing.

Signals

When this work is worth doing

If two or more of these are true, the conversation is probably overdue.

A redesign is being proposed as the answerRedesigns are the most expensive hypothesis available. Test it first.
Conversion dropped and analytics don't explain itThe funnel measures screens; the problem lives between them.
Support volume is growing faster than usageThe product is teaching people to contact you.
Accessibility has never been assessedIncreasingly a procurement requirement and a legal exposure.

How we scope it

Three ways this usually runs

Durations are typical rather than fixed. We scope after the first conversation, not before.

Focused audit
2 weeks
One journey, onboarding, checkout, a core workflow, evaluated in depth with a quick-win list.
You receive
- Prioritised findings
- Evidence pack
- Quick-win list
Full product audit
4 to 6 weeks
Whole product, including usability testing, WCAG 2.2 AA review and journey mapping.
You receive
- Root-cause analysis
- Severity & impact matrix
- Sequenced roadmap
Audit + remediation
10 to 16 weeks
Audit followed directly by design work on the highest-severity findings.
You receive
- Audit findings
- Redesigned flows
- Implementation specs

UX Audit Services

Questions we hear before we start

Prioritised findings with traceable evidence, a root-cause analysis, a journey map, and a remediation plan sequenced into immediate, structural and strategic bands with effort estimates. Delivered as a working session, not a presentation.

The thinking behind this work

All insights

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How to conduct a UX audit that actually changes the product

Most audits produce a slide deck that gets praised, circulated and ignored. The difference is structural, and it is mostly decided before the work starts.

Read the thinking

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