User-centred design and usability services

Identify and remove friction that causes drop-off, avoidable support demand, and inconsistent experiences.

We can help improve the usability of your products and services by completing a comprehensive audit using heuristic evaluation plus journey-based reviews to surface patterns across templates and products.

Typical focus areas:

  • Navigation and information architecture

  • Forms, errors, and recovery paths

  • Content clarity, hierarchy, and feedback

  • Consistency across templates and components

"Heuristics serve as mental quick-fixes, a kind of 'click, run' protocol for navigating a world brimming with complexity and uncertainty"

– Charl Rodney Laubscher

User Experience Discovery, Audit and Remediation Service

We help you understand the usability of your digital estate, identify where friction is affecting user experience, and create a clear, practical plan for improvement.

What’s Included

Discovery

We begin with a high-level discovery of your digital estate to understand how your services currently work together. This includes:

  • Sites and applications

  • Templates and reusable components

  • Content types and journeys

  • A high-level estate map showing key touch points and dependencies

Audit

We carry out a detailed review using a combination of:

  • Automated checks

  • Expert manual assessment

This allows us to identify usability issues, accessibility concerns, inconsistent patterns, unnecessary complexity, and points of friction across your estate.

Prioritised Backlog

All findings are translated into a delivery-ready backlog, prioritised according to:

  • Severity

  • Effort required

  • Business impact

Each backlog item includes:

  • A clear description of the issue

  • Supporting evidence

  • Acceptance criteria

  • A prioritisation rationale

This means your teams can move directly into delivery with confidence.

Personalised Roadmap and Governance

We provide a tailored remediation roadmap that sets out:

  • Recommended actions

  • Priority order and timescales

  • Quick wins and longer-term improvements

  • Governance recommendations to support consistency and sustainable change

The result is a clear plan to maximise user experience, reduce friction, and improve the effectiveness of your digital services.

Optional Additional Services

If required, we can also provide:

Enablement Services

To help your teams embed good practice, we can create:

  • Playbooks

  • Design guidance

  • Content rules and standards

  • Practical guides for ongoing governance

Training

Targeted training sessions for teams to build capability and confidence.

Hands-On Support

We can work directly with your team through focused “fix sprints”, helping you resolve priority issues quickly and effectively.