SERVICES WORK STORY Get in touch
← All services
Research Service 03

Usability Optimisation

Engagement type
UX Audit & Testing
Typical timeline
2–4 weeks
The problem

The metrics show a problem. Research reveals the cause.

You can see users dropping off. The conversion data points at a problem somewhere in the journey. Support tickets cluster around the same friction points. But without knowing why, every fix is a guess.

Usability Optimisation combines expert review, behavioural data and direct user testing to build a clear, prioritised picture of what is broken, why it matters, and what to do about it. The output is a ranked action plan your team can work from immediately — not a list of observations, but a fix list with evidence behind every recommendation.

How it works

The approach — adapted to your context

Every engagement is shaped around your specific questions, constraints and what you already know. The steps below represent the full picture — the actual scope is agreed before anything starts.

1
Expert UX review
Heuristic evaluation against established usability principles. A rapid, high-signal starting point that surfaces issues without a single user session.
2
Data triangulation
Analytics, heatmaps and session recordings reviewed alongside the expert audit to identify where users are actually struggling and confirm the pattern.
3
Usability testing
Sessions with real users on real tasks. Revealing friction your team has stopped seeing because you are too close to the product.
4
Prioritised fix list
Issues ranked by severity and impact, with specific, actionable recommendations. Highest value first, so limited dev resource goes to the right place.
Deliverables

Typical outputs

Comprehensive UX audit with severity-rated issues
Usability testing findings across key user flows
Prioritised fix list — highest impact first
Specific, actionable design recommendations
Benchmark data to measure future improvement
You might need this if...
You can see drop-off in the data but don't know why
Support tickets keep clustering around the same issues
Dev resource is scarce and you need to prioritise carefully
You're planning a redesign and want evidence first
Conversion is lower than it should be for your traffic
Other services
01
Customer Profiling
Build an evidence-based picture of who your customers really are
→
02
Product Strategy
Take the guesswork out of your roadmap
→
Let's
talk.

Tell us what you're wrestling with — we'll figure out together whether we can help. No commitment, no pitch.

Get in touch