When this helps
You have a live website or prototype, a defined audience and a task that matters. An expert review examines the interface and produces a prioritised list of observable problems.
What you receive
Screenshots with context, severity and confidence; recommended changes; unresolved research questions.
Follow the task, not a page checklist
A journey review might begin with a person arriving from search, deciding whether an offer fits, comparing options and submitting an enquiry. The trouble may happen before the final form: an unexplained term, a missing price basis or a next step that asks for information before explaining why. We record the step and state, so the recommendation is more precise than “make the page clearer”.
The sample can include navigation, mobile layouts, content, trust information and error recovery. Existing analytics or support evidence can inform priorities where it is available and its limitations are understood. We do not infer behaviour simply because an interface looks unusual.
A finding somebody can act on
A useful finding identifies the affected task, shows the evidence, explains the likely consequence and recommends a change. Severity describes the potential disruption; confidence describes the strength of the evidence. Keeping these separate helps your team distinguish an obvious defect from a plausible question worth testing.
See the dated self-review for a compact example of observed contrast values, a correction and verification. The Homegrown review shows how content consistency affects a visitor’s ability to judge an offer.
How the engagement runs
- Discuss what you need to learn, who uses the service and what you already know.
- Agree the research activities, access requirements, deliverables and what is included in the proposal.
- Carry out the research and explain both what we observed and what we think it means.
- Walk your team through the findings, prioritise improvements and agree what needs a follow-up check.
Cost and timing
Journey complexity, device coverage, authenticated states and whether a findings workshop or retest is included. The proposal states the scope, fee basis and dependencies. Recruitment, stakeholder availability or access to a test environment can affect the calendar; no fixed turnaround is assumed before these are understood.
What to bear in mind
An expert finding is not evidence of how frequently customers experience a problem. Use participant research when the decision depends on behaviour.
Your team receives recommendations it can discuss and implement with its chosen supplier. Where another method would answer the question better, we explain why before proposing additional work.