What we do · UX lens

UX design.

The part of the product people have to deal with directly. If users keep making the same mistake, the answer is not always training. Often the screen is asking the wrong question, in the wrong order, with the wrong words.

Talk to us See how it connects to the other two lenses
What it really is

UX is where the business meets the user, one screen at a time.

Inside an enterprise product, every rule and workflow step eventually lands on a screen. It either becomes understandable there, or it becomes a place where people slow down, guess, phone someone, or give up.

Good UX is not decoration. For people who use the same system all day, a confusing label or badly ordered form can turn thirty seconds into three minutes. Multiply that across a call centre or operations team and the small stuff stops being small.

When UX is the problem

A UX lens is useful when...

  • People keep getting the same things wrong, even after training.
  • Support tickets cluster around the same handful of screens every quarter.
  • Engineering and stakeholders are arguing about what a feature means, not what it should do.
  • Onboarding is brittle and new users leave before they reach the useful bit.
  • Every new feature seems to break an old workflow nobody documented.
  • The product looks fine in a demo and falls apart in real use.
What we deliver

We choose the artefact for the question.

Sometimes that is a rough sketch. Sometimes it is a coded prototype. We try not to produce beautiful work that arrives too early to be useful.

Information architecture

Turning the business model into something a person can find their way through. Sitemaps, content models, taxonomies, and the navigation that sits on top.

Wireframes

Black-and-white structure before colour becomes a distraction. Useful when the team needs to argue about logic instead of taste.

Interactive prototypes

Running designs you can put in front of real users. Increasingly this means code, built close enough to the real product to expose real constraints.

Hi-fi mock-ups

The visual layer once the structure is settled. Pixel decisions, type, motion, and the small bits that make a product feel finished.

Usability tests

Moderated, contextual, hypothesis-driven. We watch real users meet the work and feed findings back to your engineers and ours.

Design systems

So the next twenty screens do not drift. Tokens, components, and just enough documentation to keep the system honest as it grows.

How it connects

UX is only one layer of the product.

UX is the layer the user touches. Underneath it is the workflow the business needs to run. Around it is the broader service, with support, channels, onboarding and follow-up.

You're here

UX design

The screens, flows and small decisions people have to live with.

 Sibling lens

Business process design

How the work moves behind the product. The roles, steps, and handoffs the screens have to support.

 Sibling lens

Service design

The broader experience: people, channels, support and follow-up around the product.

A sound workflow can still feel awful if the screens ask for the same thing three times. A polished interface over a broken process is just an expensive surface. We follow the risk, not the org chart.

How we work

Five phases, with users in the room early.

The same five-phase process sits underneath all three lenses. For UX work, the important bit is simple: get the right problem on the table early, then keep testing the design against real use.

Plan
What are we trying to change?

We start with the business question and the user behaviour behind it. Those become the yardstick for every later choice.

Artefacts
  • Stakeholder interviews
  • Project plan
  • Success criteria
  • Competitor scan
Gather
Context, problems, users

We talk to your users in their environment, and to your business about market and constraints. The output is a hypothesis list.

Artefacts
  • User interviews
  • Personas
  • User journeys
  • Hypothesis lists
Ideation
Make a few possible answers.

Sketches, flows, journeys, competing directions. We make the options visible enough that the room can respond to the work, not the idea of the work.

Artefacts
  • Problem statements
  • Concept sketches
  • Divergent directions
Build
Prototype, then sharpen.

We pick the right fidelity for the question. Increasingly that's running code, prototyped alongside your engineers in their codebase.

Artefacts
  • IA
  • Wireframes
  • Hi-fi mock-ups
  • Interactive prototypes
  • Running code
Test
With users and the business. Then loop back.

Moderated, contextual, hypothesis-driven. We watch users meet the work and feed findings back to your engineers and ours.

Artefacts
  • Test plans
  • Moderated usability
  • Click tests
  • Insight reports

Engineers are in the room from Plan through Test. We loop back when users show us the design is still asking too much of them.

Got a UX problem dressed up as something else?

Tell us what you're seeing. We're good at finding the screen-level shape behind a vague brief.

Talk to us