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When people struggle to use your website, we find out why and design something that works for them.
We provide UX design services for organisations whose websites, portals and online systems need to be easier to use.
UX stands for user experience. In plain terms, it means how easy and pleasant your website or platform is to use. Can people find what they need? Do they understand what to do next? Can they complete a booking, an application or a purchase without giving up?
We help with everything from reviewing a single page that is not performing to researching and designing a complete platform from the ground up.
There is no single UX package that suits everyone.
The right help depends on what is going wrong, how much you already know about your users and whether you are improving an existing website or building a new one.
We do not push every project towards a large research programme. We recommend the smallest piece of work that will properly answer your questions.
A focused review of your existing website or web application to find problems that make it difficult to use and opportunities to improve it. Best if you know something is wrong, perhaps you are getting fewer enquiries than expected or people are abandoning forms, but you do not know what is causing it.
Reorganising and redesigning a website that has grown over time, so content is easier to find and important tasks are simpler to complete. Best when your website still does the right things but has become confusing to use.
Planning how your website will work before it is designed and built: what goes on each page, how people move between them and what happens at every step. Best for new websites, redesigns and more complicated systems such as portals and booking platforms.
Not always. If your website is simple, your visitors are happy and your enquiries are steady, a well designed website built on good principles may be all you need.
But if your website has to support complicated tasks, serve very different types of user or connect to other systems, guesswork becomes expensive. That is where our UX work tends to start.
Visitors arrive but do not enquire, book or buy
People abandon forms, applications or checkouts part way through
Your team spends time answering questions the website should answer
Customers or members complain the website is confusing
Different users, such as customers, staff and partners, need different things
You are planning a redesign and want to get it right first time
Your website has grown over years and no longer hangs together
You are not sure your website works well for people with disabilities
Your website is difficult to use on a mobile phone
Your content is written for your organisation rather than your visitors
The more your website needs to do, the more important it is to understand the people using it.
Many UX agencies research and design a website, then hand the designs to someone else to build. Ideas get lost, compromises creep in and the finished website rarely matches what was designed.
We work differently. The same UK team researches, designs, builds and supports your website. The people who understand why a design decision was made are the people who make sure it works in the finished product, including when it has to connect to your CRM, booking system or other software.
That means designs that are realistic from the start, and a website that behaves the way your users were promised.
Whether you need an entirely new website or web application, or an audit of one that is underperforming, our team handles:
We start by understanding the different people who use your website. For each type of user, we look at who they are, what information they are looking for and what they need to do. These are sometimes called user personas. We then check our design decisions against their needs.
We review your website or web application to find problems, places where people get stuck and opportunities to improve.
We organise your content and structure so people can easily find what they need and move through your website without having to think about where to go next. This is often called information architecture.
Before we start on the visual design, we create simple page layouts, known as wireframes. These show what goes where, how each page works and how people move from one step to the next.
UI stands for user interface: the buttons, menus, forms and layouts people see and use. We design them to be clear, easy to understand and consistent with your brand. We plan how the website looks and how it works together rather than treating them as separate things.
We design inclusive websites that are easier for everyone to access, understand and use, including people with visual, hearing, motor or cognitive impairments. We can design to WCAG 2.2 AA, which helps you meet your duties under the Equality Act 2010 and, for public sector organisations, the Public Sector Bodies Accessibility Regulations.
Read more about our quality and accessibility work.
You may not need a completely new website.
We can review your existing site and tell you whether the better solution is to fix specific problems, redesign important parts of the website or start again.
Sometimes a handful of well chosen changes produce more value than a full redesign. Ask us to review your website and we will tell you honestly what we would change.
Some of the hardest UX problems sit behind a login or inside a multi step process.
We design user experiences for more involved journeys, including:
In these cases the user experience depends as much on how the system works behind the scenes as on how it looks. Because we build these systems too, we can design around how your organisation really operates.
We take a user first approach. The first and most important stage of any UX project is understanding your users and what they need. This lets us simplify your website or web application and create something that works from the day it launches.
We do not start drawing screens on day one. We work with you to understand your organisation, your audience and your goals. This includes looking at your competitors, reviewing any existing website and identifying where your users currently struggle. From this, we create a user persona for each type of user, so the design reflects the people who will actually use it.
We organise your content and the routes people take through your website, creating a clear structure that can grow with you. We also consider how AI assistants may use your website on someone's behalf.
We create simple layouts to set out the structure and priorities of each page before the visual design begins. This shows how content, features and different parts of the website work together, so ideas can be refined early, when changes are quick and inexpensive.
Once the structure is agreed, our designers apply your visual brand, including typography, colours, buttons, forms and other elements people interact with, keeping everything consistent and accessible.
Before build, we test the designs with real users or your team, working through key tasks to find where people get stuck. We refine the design based on what we learn, then review analytics after launch to keep improving.
Once the designs are signed off, the same team builds your website, so nothing is lost between design and development.
Our UX designers and developers work side by side, so what is designed is what gets built.
We make decisions based on research, your website data and what your users actually need, rather than opinions or internal assumptions.
We explain what we found, what we recommend and why, without the jargon.
Our UK team has been designing and building websites since 2001, and we stay with you after launch.
UX design is about how your website works: the journeys people take, the information they need and how easy tasks are to complete.
UI design is about what people see and interact with: layouts, buttons, forms and visual style.
Good websites need both, which is why we plan them together.
It depends on what you need. A focused review of an existing website costs far less than research and design for a complete platform. We will recommend the smallest piece of work that answers your questions, and agree a clear scope and cost before we start.
Not every project needs extensive research. But understanding your users before design starts is usually far cheaper than fixing problems after launch, which is why we never skip it entirely.
A UX audit can take a couple of weeks. Research and design for a new website or platform usually runs alongside the wider project over a few months.
Yes. We can produce the UX and UI design and hand over clear wireframes and designs to your team, or design and build the whole website ourselves.
Accessibility is considered from the start, and we can design to WCAG 2.2 AA. We can also review your current website against WCAG and tell you what needs fixing.
If people are struggling to use your website, or you want to get a new one right first time, we can help.
Tell us what your website needs to do and where people are getting stuck, and we will talk you through the options.
01722 346400