Strategic UX services for business growth

Solve key business challenges

Transform your online presence with expert User Experience (UX) services designed for organisations of any scale. Our UX packages group common UX services together to identify hidden opportunities, fix critical issues, and deliver solutions that work for your business (and users!)

Whether you have great data and insights already, or are starting from scratch; we are here to help. It all starts with a conversation – we are happy to scale services up or down, or even add others from over 20 UX services we offer. Once we understand your needs, we are here to refine your package of services to generate the most valuable, useful insights and guidance.

Why should you invest in UX research?

Increase conversions – A well-designed user interface can boost website conversion rates by up to 200%, according to 2025 data from Landingi citing Forrester research. ¹

Increase loyalty – Around 32% of customers will walk away from a brand they previously loved after just one negative experience, according to a trusted study from PWC. ²

Reduce frustration – UX research-informed website redesign led to customers completing bookings nearly twice as quickly, regardless of the device they used, according to a Virgin America study. ³

Discover our UX service packages, tailor-made for you

Our approach to delivering UX services is unique in the creative marketplace. We’ve grouped a number of useful UX research processes together that address common challenges you may face as detailed below:

Our proven bespoke individual UX services

The packages above are made up of our individual in-house UX research processes crafted to deliver cost-effective UX research and analysis that leverages our significant expertise to give you the best results and insights.

Research & discovery services

Uncover invaluable insights about your users, market and competitors to ensure you’re building the right product for the right audience.

• Stakeholder interviews

  Structured conversations with client decision-makers and those invested in the project to surface business goals, technical constraints and anything else relevant to the project. 

  Usually conducted through 1-3 sessions with 2-4 participants per group, this service identifies unspoken needs that initial briefs sometimes omit, and helps us identify priorities

  Benefits to you:

  • Mitigates project risks by uncovering technical constraints, business objectives, and latent requirements often overlooked in initial briefs
  • Prevents expensive redesign cycles by clarifying project direction and team priorities at the outset
  • Accelerates timelines through early consensus on scope and parameters
  • Fosters stakeholder commitment and collaboration by integrating decision-makers into the overall process from the start
  • Flags potential roadblocks before they escalate into development-stage issues
  • Determines appropriate balance of UX priorities with business priorities and goals

• Discovery workshops

  Collaborative group sessions where cross-functional teams (designers, developers, stakeholders) jointly map user journeys, prioritise features, and align on project vision through structured activities like brainstorming or affinity mapping. 

  Unlike stakeholder interviews that extract individual perspectives privately, workshops are a structured group discussion to surface shared understanding through real-time interaction, resolving conflicts and building team ownership of solutions early. Think of them as a ‘collective problem solving’ process, whereas stakeholder interviews are more of a ‘Q&A’ type session.

  Benefits to you:

  • Fosters collective ownership of solutions via structured collaborative problem-solving
  • Resolves conflicts to proactively safeguard timelines and budgets
  • Sparks innovative ideas, helps define priorities and future roadmaps
  • Minimises misalignment between designers, developers, and stakeholders through joint vision-setting
  • Optimises development budget use with shared understanding of project direction

• Industry benchmarking

  Evaluation of 3 competitors websites by a UX team member. This is a lighter version of our ‘competitor analysis’ process – it’s done instead of, not as well as competitor analysis. 

  We examine UX patterns, functionality and overall performance of sites in the same segment as the client’s organisation. The aim is not to ‘copy’, but to understand the best trends and functionality in the segment, and look for opportunities where we can serve users better than their competitors.

  Benefits to you:

  • Reveals underserved market gaps where your product can outperform competitors
  • Avoids costly missteps by adopting sector-specific best practices and avoiding common errors
  • Offers strategic insights faster than full competitor audits through focused UX analysis
  • Guides product positioning by mapping against current market norms and user expectations
  • Fuels annual planning with regular updates on competitor movements and emerging trends
  • Strengthens business strategy with actionable intelligence for product roadmaps

• Competitor analysis

  In-depth evaluation of 3 competitors websites by a UX team member. Consider this as a more in-depth version of ‘Industry benchmarking’ – it is done instead of, not in addition to industry benchmarking. We systematically evaluate the competitors sites using a bespoke in-house process called ‘Heuristic Evaluation’. 

  Heuristics are broad guidelines that help identify usability issues in interfaces based on established best practices for user experience, and rely on impartial expert judgement rather than real user behaviour.

  Benefits to you:

  • Delivers measurable market opportunities through data-based UX benchmarking against rivals
  • Pinpoints conversion-boosting opportunities to increase user satisfaction and market share
  • Provides objective usability assessment grounded in established principles rather than subjective/biased opinions
  • Informs strategic choices with granular reports and actionable UX recommendations
  • Decreases feature development risks by leveraging proven successes within your sector
  • Enables evidence-based differentiation through user-centric positioning strategies
  • Ensures that sector-specific expectations are met, or exceeded

• Persona development

  Involves the creation of around three to five fictional ‘typical’ users that represent target users’ goals, frustrations, and decision-making patterns. They humanise design choices that align to the clients business and web estate, and can be used to validate user journeys and technical direction throughout a project.

  Benefits to you:

  • Validates design decisions at every stage against documented user goals and behavioural patterns
  • Enhances product-market fit through evidence-based feature prioritisation
  • Unifies teams with shared, research-backed understanding of target users
  • Directs future strategy and investment with easy to understand audience profiling

• Empathy maps / affinity diagrams

  Although presumptions can sometimes be made without data to create these, these are generally done after ‘real’ user research such as user interviews or user surveys, and are built off this data; combined with some form of competitor analysis or industry benchmarking.

  These visual tools cluster observed user behaviours (say/do/think/feel) into themes, uncovering unmet needs and pain points. They transform fragmented benchmarking data into actionable, easy to understand ‘visual’ insights. The difference between the two is that empathy maps capture individual/user/persona segment perspectives (says/thinks/feels/does), while affinity diagrams cluster multiple themes across research data.

  Benefits to you:

  • Transforms various research data into clear, actionable insights using easy to understand visual clustering
  • Clarifies hidden user needs and frustrations that other processes alone may miss  
  • Improves cross-team communication by making user data accessible and understandable
  • Guides development priorities with a visual map of user motivations and pain points  
  • Optimises user journeys by understanding the full emotional landscape

Evaluation & optimisation services

Transform your website through expert analysis and real user feedback, identifying critical usability issues that directly impact your conversion rates, customer satisfaction and bottom line.

• Heuristic evaluation

  We systematically evaluate your website using a bespoke in-house process with around 100 metrics to identify specific areas where the site succeeds and fails. Heuristics are broad guidelines that help identify usability issues in interfaces based on established best practices for user experience, and rely on impartial expert judgement rather than real user behaviour. 

  Benefits to you:

  • Identifies usability issues through systematic expert assessment
  • Delivers a rapid, cost-efficient UX audit
  • Provides immediate improvement opportunities for compliance and user satisfaction
  • Supports continuous refinement and auditing, with comparison metrics when the process is repeated

• User interviews

  Structured one-on-one conversations where one of our expert UX researchers ask task based, and open-ended questions to uncover users’ behaviors, motivations, and pain points. These provide deep qualitative insights into why users think or act a certain way, and opportunities to explore individual points raised. They are often used early in the production process to shape user personas and journey maps, or on existing sites to test new or existing functionality. 

  Benefits to you:

  • Uncovers deep qualitative insights into user motivations, behaviours, and pain points
  • Shapes accurate personas and journey maps rooted in observed user realities, not assumptions
  • Builds team empathy through direct exposure to customer experiences and feedback
  • Validates preconceptions about user needs during critical early-stage planning
  • Informs feature development with specific use cases and requirements
  • Lowers product risk by aligning direction and priorities with real user data

• User surveys

  A set of questions distributed to many users, collecting quantitative data (ratings, multiple-choice set answers) or brief qualitative feedback on specific features, satisfaction, or usability. They reveal what users do at scale, identifying trends or common issues for prioritisation. Surveys offer a chance to measure frequency/patterns across a much broader audience compared to user interviews.

  Benefits to you:

  • Gathers a large amount of feedback in a cost-effective way from a broad base of users when interviews aren’t feasible
  • Provides data for informed decision-making  
  • Tracks satisfaction trends to measure the impact of UX improvements  
  • Supports ongoing optimisation with opportunities for regular feedback on user satisfaction and preferences

Information architecture & design services

Create intuitive, user-centred frameworks and interfaces that organise your content logically, making information easily discoverable and significantly reducing user frustration and support costs.

• User stories

  Although presumptions can often be made without data to create these (and is often the case initially to get the ball rolling), these are far more effective when based on ‘real’ user research – ideally user interviews or user surveys. These are brief, goal-oriented statements that anchor design decisions to observed behaviours or challenges rather than assumed preferences. They replace generic concepts with clean, actionable user priorities. They are used to test user journeys to see if functionality and user flow address the requirements of users.

  Benefits to you:

  • Brings deeper understanding and purpose to design and development of user challenges and behaviours
  • Improves efficiency by providing clear, actionable requirements for technical teams
  • Enhances product-market fit by ensuring features address genuine needs  
  • Prevents scope creep by keeping teams focused on validated priorities  
  • Enables efficient testing of journeys and effectiveness against clearly documented user needs and challenges

• Journey mapping

  Can be used in various ways – and often produced in conjunction with user stories. They are a visual narrative tracking users’ end-to-end experience with a product, mapping their actions, emotions, and pain points across touchpoints to identify friction in the way a process works (like filling in a form, or finding appropriate information efficiently). They can be used for different purposes; they can be used to assess existing functionality for assessment, or used to illustrate recommended user journeys for direction, or used in conjunction with other ‘real’ user research or user stories to map ‘real world scenario’ user journeys to understand where and why users may struggle – and how an efficient user journey addresses the identified challenges users face.

  Benefits to you:

  • Identifies friction points that hinder user satisfaction and conversions  
  • Highlights opportunities to optimise the entire customer experience  
  • Aligns teams on key user pain points and priorities  
  • Reduces support burden by addressing confusing processes early  
  • Increases conversion rates by streamlining user pathways

• Sitemap/information architecture

  Strategic organisation of content and navigation paths to align with users’ needs and user journeys, prioritising efficient, relevant content discovery and priority. It combines user’s content-discovery needs as a priority, but also takes into consideration efficient CMS architecture for efficient content organisation and management, like custom post types and custom taxonomies; along with how relationships between content are formed technically. 

  Benefits to you:

  • Improves content findability, boosting engagement and task success  
  • Optimises content management with strategic CMS structures and taxonomies  
  • Reduces user frustration by aligning information with user needs  
  • Supports SEO with logical, well-structured site architecture
  • Scales with business growth through logical content management system expansion
  • Reduces development costs with well-planned content organisation

• Component planning

  Structured breakdown of content blocks and overall interface elements (buttons, menus, etc.) based on user needs and technical constraints, ensuring cohesive interaction patterns. This shifts focus from generic approaches, to tailored solutions for specific user journeys and client-specific content needs.

  Benefits to you:

  • Delivers clear focus to development projects with a clear understanding of what matters most to users
  • Improves investment efficiency by prioritising budget on  
  • Avoid misunderstandings around scope and delivery

• Wireframes

  Unstyled layout development focusing on user flows and in-page content hierarchy. Helps clients understand the direction defined through UX research and quickly iterate outside of high fidelity design, and gives clear direction to creative UI design. 

  Benefits to you:

  • Validates user flows and content hierarchy before investing in high-fidelity design
  • Enables rapid iteration on layouts, saving time and budget  
  • Improves stakeholder communication with clear visual representation  
  • Reduces development risk by identifying usability issues early  
  • Accelerates design handoff with precise direction for creative and technical teams  
  • Saves costs by resolving issues before coding begins

• Design system development

  Creation of a scalable component library with usage guidelines, produced in Figma. Think of this like a brand style guide, but specifically for digital user interface design. Ensures UI consistency across products and development teams, makes future creative design phases more efficient.

  Benefits to you:

  • Reduces on-going design and development by using reusable components  
  • Improve overall user experience by delivering brand and user interface consistency guidelines
  • Delivers extra value as it can be distributed as an effective digital user interface style guide to multiple production teams
  • Reduces design specification time and simplifies on-going updates with pre-defined guidelines
  • Enhances collaboration between all parties involved

Validation & testing services

Validate direction to minimise risk, optimise conversions and audit to ensure your digital products meet accessibility standards, delivering measurable business results and competitive advantage.

• Prototyping & concept testing

  Provides early validation of ideas through low-fidelity/basic interactive mockups, usually created in Figma without internal developer production. At the lowest two levels, tests are conducted internally by stakeholders/clients either by providing basic feedback, or in moderated sessions that a UX team member attends and records. This is usually supplemented by internal UX team testing. Ideally (and for best results) it is tested with real world users. It prioritises assessment of assumptions and direction provided by UX (such as user stories). This surfaces errors in conjunction with user stories and user journey mapping before full development.

  Benefits to you:

  • Validates ideas before committing to costly development  
  • Rapidly identifies issues during the design phase, and allows for quicker iterations  
  • Increases user experience success through early testing
  • Accelerates decision-making with tangible, testable prototypes  
  • Minimises post-launch changes by resolving usability issues early
  • Builds stakeholder confidence with evidence-backed solutions

• A/B testing

  A data-driven comparison of two design variants under real-world conditions, focusing on measurable user behavior rather than subjective ‘best practices’. It replaces assumptions or personal bias with factual evidence to deliver the most effective results.

  Benefits to you:

  • Guides design decisions with real-world user data  
  • Increases conversions through data validated success metrics  
  • Reduces business risk by testing changes before full rollout
  • Optimises marketing and conversion for maximum impact  
  • Enables ongoing improvement through continuous testing

• Unmoderated usability testing

  Unmoderated evaluation of defined task completion and error frequency. Provides scalable behavioural insights, but misses opportunities to dig deeper into users needs, feelings and motivations as it’s unmoderated and follows a set task script – for instance ‘You have a billing issue with your account. You want to report this issue – how would you do this’.

  Benefits to you:

  • Delivers broad behavioural insights across diverse user segments
  • Offers a cost-effective alternative to moderated testing  
  • Identifies conversion barriers through task completion and error analysis  
  • Reduces support costs by revealing common friction points  
  • Supports data-driven refinements with quantifiable user metrics

• Accessibility audit

  A scalable technical testing service using a range of tools and manual assessment, covering the latest industry accessibility standards of WCAG 2.2 AA and optionally incorporates European Accessibility Act criteria for websites. Ranges from 5 key pages covering the majority of UI components, upto much more in-depth, bespoke site analysis.

  Benefits to you:

  • Identifies compliance gaps against industry standards
  • Expands your market reach by serving those with accessibility needs  
  • Enhances reputation through visible commitment to inclusion  
  • Improves experience for all users, not just those with disabilities  
  • Reduces legal risk by addressing issues proactively
  • Supports corporate responsibility and ethical operation goals

• Interface design review

  A systematic evaluation of visual UI elements against UX principles and brand guidelines. We assess colour contrast ratios, image use, and layout ordering and hierarchy – primarily focusing on aesthetic impact and brand alignment. This service identifies mismatches between creative vision and user interaction patterns, ensuring interfaces are both visually appealing and functionally intuitive.

  Benefits to you:

  • Identifies critical flaws in the user interface of your website that could be contributing to missed opportunities 
  • Improves conversion by optimising key elements based on best practices  
  • Reduces redesign costs by catching inconsistencies early  
  • Reduces user challenges and frustration with stronger consistency and clearer user understanding
  • Informs redesigns with prioritised, evidence-based recommendations

• Content quality audit

  A rigorous assessment of on-page text, media and HTML structure for clarity, relevance, effectiveness and accessibility. Combines readability scoring with user experience based testing to surface comprehension gaps. Identifies content that fails to support user goals despite technically correct information. Essential for marketing sites, knowledge bases, and transactional platforms where unclear messaging directly impacts understanding, support requests and/or conversions.

  Benefits to you:

  • Removes confusing language through user-centred testing and readability checks
  • Boosts conversions by refining key messages and calls-to-action  
  • Reduces frustration by streamlining complex or redundant information  
  • Ensures brand voice consistency across all content  
  • Reduces internal support costs by better serving users

1) Source: Forrester – User experience study
2) Source: PWC – Future of customer experience
3) Source: Topal ROI of UX