Cognitive & heuristic reviews
Expert reviews
An audit of your app, website, digital product or service, to identify its strengths and weaknesses. Conducted through the lenses of best practices for usability and accessibility (heuristic evaluation), and the needs and goals of users (cognitive walkthrough), the review will identify pain points and opportunities for improvements.
What we will do
When conducting expert reviews of customer experiences, or user experiences, we use a number of techniques to build a picture of strengths and weaknesses:
- Heuristic evaluation – an audit of your physical and/or digital products through the lens of best practices for usability, and accessibility
- Cognitive walkthrough – an assessment of your physical and/or digital products based on the need, and goals of users
Before starting, we will agree with you on the parameters for the review, and will assess aspects of some or all of the following (with regard to the customer/user experience):
- Visual design
- Copy and tone of voice
- Images and other non-text content
- Navigation and site structure
- Interactions
- Journeys & sales funnels
- Usability
What’s included
- A report, written in simple and concise language, which explains the research findings
- Results with rationale and severity of each
- Quick-wins
- Longer-term actions
Expert reviews case studies
Hospitality premises visits
Visits to selected hospitality venues brought an understanding of the end-to-end customer journey, uncovering deficiencies in both the physical and digital experiences pre, during, and post-visit.
Hospitality
Cognitive store visits
A pre-planned programme of in-store and online purchases generated insights into the sometimes complex purchase journeys for skincare and beauty products. Insights highlighted opportunities for the digital experience to enhance the in-store experience, and vice-versa.
High Street skincare & beauty
Heuristic app evaluation
Reviews from the review panel were combined into a deck. Explaining each pain point in the context of a user undertaking a task, and grading based on its impact on sales revenue, enabled a prioritised bug list to be compiled.
E-commerce app