UX Audit & Usability Testing
Find the moments that make customers stop.
Support tickets describe the symptom. An audit follows the task that caused it. We examine your existing product, observe how people use important flows and turn friction into specific changes your team can assess and build.
DIRECT ANSWER
A UX audit is a bounded assessment of existing product usability, combining expert review and agreed user sessions with a prioritized improvement backlog.
Best for
- Live products with abandoned or confusing journeys
- Teams needing evidence before a redesign
Consider another approach
- A formal accessibility-conformance assessment
Audit a job people are trying to finish
We select the paths that matter: joining a workspace, submitting an application, finding a document or recovering from a failed payment. Each path has a starting condition and a recognizable completion state. Your support patterns and existing analytics help choose the scope. Designing replacement flows belongs with UX/UI Design, which can follow the assessment.
Separate an expert concern from an observed failure
Expert review examines navigation, feedback, language, consistency and recovery states. Moderated sessions then test agreed tasks with suitable participants. We record what happened, the relevant screen and the limits of the observation. Recruitment, consent, recording and access are agreed first. A few sessions expose problems; they do not establish a population-wide percentage.
Give engineering something it can act on
Each finding states the affected journey, evidence, severity, proposed change and how to retest it. We distinguish usability friction from a functional defect and from missing product capability. An unclear label may be a UX Writing change; a broken submission may require engineering. Duplicates are grouped so the backlog reflects underlying problems rather than screenshot volume.
Illustrative finding: a request appears to disappear
In an example customer portal, a user submits a document request and returns to an unchanged list. The audit records the absent pending state, observes whether the participant submits again, and proposes visible status with recovery guidance. Retesting asks another participant to locate that request. The example demonstrates an actionable finding, not a reported client outcome.
Choose what to fix after seeing the evidence
The handover includes the journey inventory, reviewed screens, session notes permitted by the consent agreement and a ranked findings register. We review the recommendations with product and engineering and identify quick changes versus larger redesigns. Provide a test account, safe sample records, support themes and participant availability. Formal WCAG evaluation remains a separate Accessibility Audit.
Questions before you start
Yes, if the tasks are represented well enough to attempt. Findings must distinguish prototype limitations from problems users would encounter in the finished product.
Recruitment responsibilities and any specialist provider are agreed in the scope. We can work with customers or users you invite; participant access affects the study plan.
The assessment produces evidence and recommendations. Design, engineering changes and a retest can be commissioned as explicit follow-on work.
An automated scan can identify some technical issues. It does not explain whether a person understands the next step or successfully completes a realistic task.
Plan your UX audit
Share the product URL, the journey that creates complaints and what evidence you already have. We agree access and participant arrangements before testing.