A UX Audit is a comprehensive analysis of your website, software, app or webapp. During its five- to six-week duration, different tests are performed with the aim of presenting a comprehensive screening of your product.
During a UX Audit, user interviews, usability testing, market research & discovery, web analytics, user flow and customer journey are conducted.
This type of approach allows you to answer questions such as:
- What are your users' problems and needs
- What's currently working and what's not
- What data are currently collected and what data should be collected
- What has already been tried and what result has it yielded
The final result is a detailed report of all the findings obtained during the research, organized by priority. We always include our detailed suggestions on how to improve each issue, from usability issues to Customer Journey and we include an estimate of our support if needed.
Who are your current customers? What are their goals? What about their problems? Where do they come from and how do you currently acquire your users?
If you can't find an answer to these questions now, chances are you'll have to get back to work on detailed research and analysis of your product/service. Focus on their main problem and how you can help them solve it.
Consider also target users vs. current users: your current users are not always who you would like to reach. If this is occurring, what is the cause?
Every project, product or service must have clear and defined goals. It's the only way to tell if the product is working and bringing value to your company.
It's important to find what goals you want to achieve before conducting any UX Audit. These goals can relate to revenue, net operating margins, conversions, retention and any other metrics that are important to your business.
As cited on the User Experience Design page, "we are what we click." Every user, while browsing online, leaves numerous traces of qualitative and quantitative data and micro-data.
Be sure to collect all of this data so to provide them to whoever will be conducting the UX Audit. The most common sources of data can be:
- Google Analytics and other similar tracking tools
- Hotjar, Yandex Metrica and other tools that track user behavior
- Contact forms - Direct messages received on social networks
- Inquiries received by your Customer Service or After Sales department
Companies without a dedicated design team benefit the most from a UX audit. Arguably, those with an in-house team, constantly analyze and optimize the product often.
It is highly discouraged to perform a UX Audit if your site your app is not yet online. The main question a UX Audit answers is: is what we're doing working? But if your product isn't online yet, you don't have enough qualitative and quantitative data to know the answer.
So when is it needed? We think it's important in three situations:
- You have made major design changes and would like external validation. - problems are reported but you can't find the solution
- you want to implement new features
If you're launching a product from scratch, you may want to opt for UX Consulting or full support from our User Experience Design team.
If you have enough budget, an external partner is advisable for a UX Audit: it's hard for internal teams to get distance between themselves and the product in front of them every day.
An external partner is able to look at your company and product with "fresh eyes" and without being subject to bias. This allows you to provide a critical and objective viewpoint that is vital to unearthing key issues.
A third party may also be quicker to conduct it, as they are only involved for the UX Audit and are not subject to the day-to-day operations of your teams.
This is not to exclude your team, who should be put in touch with the partner to provide their own in-depth background on your product or service.
You can also conduct a UX Audit on your own, but be sure to consider the opportunity cost as well. Finally, keep in mind that if you've never performed a UX Audit before, there's definitely a learning curve, so it will take more time and a lot of learning compared to a third-party Partner.
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