We started this engagement with a workshop to align expectation and uncover key stakeholder market knowledge. Armed with this, we performed a heuristic evaluation which identified critical performance, UX and accessibility issues and proposed fixes that could quickly customer experience.

We also invited a cross-section of website users to our state-of-the-art UX lab where eye tracking software and screen recordings validated our recommendations and revealed additional user challenges.

We documented our findings in a formal paper and are currently in discussions with the client to implement the recommended improvements across their digital platform.