Complex products fail in the same place: the user knows what they want to do and the interface makes them work out how. Our job is to remove that gap.
We start by watching people use what you already have. Not a survey — actual sessions, recorded, where someone tries to finish a real task. The pattern is usually obvious within five of them, and it's usually not the thing the team assumed.
What the work involves
From there it's structure before surface. Information architecture, then flows, then the interface itself — and only once those hold up does anything get visual treatment. Designing the pretty version of a broken flow wastes everyone's month.
- Six to ten moderated research sessions, recorded and clipped
- Information architecture and annotated user flows
- Interactive prototype covering the primary journeys
- Full interface design across breakpoints and states
- Component library with tokens and accessibility notes
- Engineering handover with a recorded walkthrough
How we measure it
Before we design anything we agree on two or three numbers: task completion rate, time to first meaningful action, support tickets in a given category. If those don't move, the work didn't land — and we'd rather find that out together than quietly ship and move on.
They spent the first two weeks telling us things about our own product we'd never noticed. Everything after that was easy.
