Apps & mobile products
Onboarding, navigation, permissions, error states and the tasks people perform in mobile apps.
iOS · Android · cross-platform INDEPENDENT UX · PRODUCT · SERVICE AUDITS / UK
Your product looks the part.
Does the experience deliver?
From customer apps and employee portals to SaaS platforms and end-to-end services, small points of friction can create real costs. I review how people use your product, uncover where journeys break down and show you what to improve first.
Independent review · Clear priorities · Actionable recommendations · No unnecessary redesign
EXAMPLE / AUDIT FINDINGS Priority review
Customer journey / Sample analysisWhere value leaks.
Turn observations into a plan your team can act on.
!
Account setup frictionUsers lose progress during onboarding
HIGH↗
Complex workflow hand-offsTasks get stuck between teams or channels
MEDIUM↗
Unclear system feedbackPeople cannot tell what happens next
MEDIUM01 / FIND THE PROBLEM02 / PRIORITISE THE FIX
Illustrative audit findings, not a real client engagement or promised results.
01 Task success & conversion02 Operational time & rework03 Accessibility & inclusion04 Services & product quality
NOT JUST WEBSITESOne principle.
One principle.
Every digital experience.
Whether you are improving a live product or testing a concept before launch, the question is the same: can people achieve what they came to do, without unnecessary friction?
Customer & employee portals
Account management, forms, dashboards, internal tools, support flows and multi-step processes.
B2B · B2C · staff systemsSaaS & digital platforms
Complex workflows, feature discovery, information architecture, usability and task efficiency.
Web apps · software productsEnd-to-end digital services
Experiences spanning teams and channels, including hand-offs, support and online or offline touchpoints.
Service journeys · front and back officeWebsites & ecommerce
Finding information, building trust, converting, booking, buying and making contact.
Marketing · sales · self-serviceProduct concepts & prototypes
Challenge assumptions before development, review product design decisions and proposed flows, and reduce the risk of building the wrong thing.
Discovery · prototypes · MVPsThe review is scoped to your product and access available. Expert assessment does not replace user research, validation with real users or specialist security and accessibility testing.
THE OFTEN-MISSED INVESTMENTTeams ship features.
Teams ship features.
But do people succeed?
Roadmaps, releases and redesigns are visible. The hidden cost is often a failed task, repeated support contact, clumsy hand-off or unnecessary step that nobody has stopped to examine.
Stop losing people at the last step.
Help people finish the task: buy, book, apply, set up an account, use a feature or complete an important workflow.
Opportunity: higher task success and conversionReduce avoidable work.
When customers or staff cannot complete a task, work gets repeated, tickets build up and colleagues step in. Clearer journeys can reduce avoidable effort.
Opportunity: fewer support contacts and escalationsReduce rework before the next release.
Find flawed assumptions, low-value steps and confusing interactions before they become costly development or redesign work.
Opportunity: less reworkMake your product work for more people.
Review clarity, accessibility, consistency and recovery from errors, including the needs of people using assistive technology.
Opportunity: broader access and trustSERVICE-LED, EVIDENCE-BASED
Look beyond the screen.
Good digital products and services make it easier for people to reach an outcome. That may mean fewer steps in an app, clearer guidance in a portal, or a smoother hand-off between channels.
Established service-design guidance recommends considering the experience end to end, including the people, technology and processes behind the interface.
How the assessment works ↗END
TO END
TO END
Review the complete service journey
GOV.UK's Service Manual recommends considering every channel and the internal processes supporting users, not merely individual screens.
Source: GOV.UK Service Manual ↗WCAG
2.2
2.2
Accessibility beyond the web
W3C guidance describes applying accessibility principles to non-web software, including native applications.
Source: W3C WCAG2ICT ↗WHAT I LOOK ATBeyond a list of
Beyond a list of
design opinions.
An evidence-led review of tasks, interactions and hand-offs that your customers, staff or partners experience, prioritised by impact and effort.
Navigation & content
Can people find what they need, understand the system and move between features without getting lost?
Critical journeys
Onboarding, applications, approvals, checkout, dashboards and high-value tasks, from start to completion.
Interaction & workflow quality
Form design, feedback, system status, error handling, task flows and efficiency for frequent users.
Accessibility checks
Relevant WCAG 2.2 checks for web experiences, informed by WCAG2ICT guidance for non-web software where appropriate.
Channels & hand-offs
Transitions across people, teams, systems or support channels, plus performance signals where relevant.
Business & user impact
Severity, task completion, customer effort, support burden, confidence, cost and realistic next steps.
Accessibility reviews are scoped assessments, not a certificate of legal compliance. Full accessibility testing, security penetration testing, analytics implementation and development work are separate engagements.
A PRACTICAL WAY TO THINK ABOUT VALUESmall changes.
Small changes.
Meaningful potential.
Whether your product sells, serves customers or helps employees work, friction has a cost. Explore hypothetical improvements in task completion and support demand, not a forecast.
01
Value from completed tasks
Estimate the value of more successful outcomes, such as sales, completed applications or productive work.
02
Lower avoidable support effort
Estimate the cost of repeated support contacts, escalations or manual interventions.
No numbers leave your browser. This tool is illustrative; it does not predict what an audit will achieve.
OPPORTUNITY MODELLERGBP / MONTH
Illustrative additional monthly outcome value£600
Illustrative monthly support cost saving£96
Combined illustrative monthly opportunity£696
Assumes steady task attempts, unchanged value per successful task and your hypothetical improvements. Value could be gross revenue, time saved or another measure; it is not realised profit or confirmed cash savings. Avoid double-counting any benefits already included in support savings. Actual outcomes require implementation and measurement.
THE PROCESSNo mystery report.
No mystery report.
A clear route forward.
A focused engagement designed to give business owners, designers and development teams useful decisions rather than another slide deck that gathers dust.
- 01
Understand the business
Agree the audience, the important journeys, what success looks like and the boundaries of the review.
- 02
Inspect and document
Trace representative journeys across the app, portal, product or service, using established usability heuristics, contextual accessibility checks and available evidence.
- 03
Prioritise the issues
Document reproducible problems and prioritise by task impact, business risk, evidence confidence, frequency and effort.
- 04
Hand over actionable next steps
Receive a clear findings report and a prioritised action plan. Larger scopes include a walkthrough and discussion of where to start.
WHAT YOU WALK AWAY WITHUseful evidence.
Useful evidence.
Not just a score.
- Evidence-linked, reproducible findings
- Journey and workflow pain points
- Priorities, effort and impact estimates
- Practical next steps for your team
INDEPENDENT, PAID AUDITSPick the depth
Pick the depth
you actually need.
No forced redesign. No ongoing retainer required. Just a properly scoped independent review and a useful set of recommendations.
Experience Health Check
For a focused review of one important journey in an app, website, portal or digital product.
From £495
- One product or service touchpoint
- One key journey or up to three screens/pages
- Heuristic usability review and quick wins
- Basic accessibility observations where applicable
- Concise findings and prioritised next steps
UX & Product Audit
For apps, portals, SaaS products and websites with critical customer or employee journeys.
From £1,450
- Up to three priority user journeys
- Heuristic and workflow usability assessment
- Contextual accessibility and performance review
- Analytics, feedback or support data if available
- Annotated findings and prioritised roadmap
- Remote findings walkthrough
Strategic Product & Service Review
For complex platforms, cross-team workflows and end-to-end services spanning multiple systems or channels.
Tailored quote
- Discovery with stakeholders
- Cross-channel and backstage hand-off mapping
- Service and product experience assessment
- Opportunities and prioritised roadmap
- Optional research or validation separately scoped
Guide prices in GBP, based on the stated scope; final deliverables, timescales, fees and any applicable VAT are confirmed in a written quote before work begins. These are consultancy enquiries, not online purchases. Research participants, user testing and implementation are not included unless agreed separately.
COMMON QUESTIONSGood questions.
Good questions.
Clear answers.
Does an audit mean rebuilding the product?
Not necessarily. The best result might be a simpler workflow, clearer status, improved content or a better hand-off. An audit helps decide whether to refine, redesign or rethink a service before investing in delivery.
Will an audit guarantee more sales or lower costs?
No responsible consultant can promise a conversion uplift before examining your context, implementing changes and measuring results. I identify problems and opportunities; the business outcome depends on the solution and how it is tested.
Does the review include accessibility certification?
No. Standard audits include scoped accessibility checks informed by WCAG 2.2. A full accessibility conformance assessment, user testing with disabled participants and legal advice are separate specialist services.
What do I need to share?
A description of your app, portal, product or service, its users and the tasks you want to improve. A URL, test account, prototype or walkthrough may be useful after agreeing scope. Don't share passwords or personal data in an initial enquiry.
Is this just an automated score?
No. Automated tools can detect some issues, but they cannot establish whether a complex workflow or interaction makes sense. The assessment combines structured human review, context and evidence.
Can you review an internal tool or early product concept?
Yes. Employee systems, customer portals, SaaS workflows and prototypes can be reviewed when the agreed journey and necessary access are available. Early reviews can identify risks before build.
Can you implement the recommendations?
We can discuss implementation and design support as a separate scope. The audit itself remains useful even if your own designers or developers make the changes.
THE FRAMEWORKS BEHIND THE WORK
Grounded in established practice.
The approach draws on recognised guidance rather than invented scores, guaranteed uplift percentages or unverified client testimonials.
LET'S FIND WHAT'S BEING MISSEDBefore you build the next feature,
Before you build the next feature,
understand the experience you have.
Tell me about your app, portal, product or service, who uses it and what success looks like. We'll scope an independent review around the journeys that matter.
INDEPENDENT REVIEWClarity before
commitment.
commitment.
No hard sell. No promise of magic conversion rates. Just the experience your customers have, the barriers worth fixing and what to do next.