User experience
UX audit: review navigation, service pages and enquiry forms
An unclear offer, a hidden button or a difficult form can interrupt a promising visit. Gloria reviews important customer journeys and turns the obstacles found into practical, prioritised recommendations.
Quoted according to the journeys, pages and devices examined. Implementation is scoped separately.
Your project in practice
Example booking journey review
- Before booking
- Menu, opening times, location and practical information
- Decision
- Choose the right venue and understand availability
- Action
- Enter the booking flow without confusing intermediate steps
- Completion
- A clear status or confirmation, tested in the actual system
What it can change
Find contact obstacles and give your team specific page improvements
Inspect information, navigation and contact steps for obstacles
We follow a visitor’s task to see where information, navigation or contact becomes harder than necessary.
Prioritise changes to pages involved in enquiries, bookings or purchases
Findings are linked to the affected pages and their role in the journey, helping you decide what to improve.
Give the delivery team clear instructions
Your team receives understandable examples and actions, with implementation distinguished from the review.
In practice
Review existing enquiry journeys or set UX priorities before a redesign
Your website already receives visits
We review the journeys that matter: enquiries, bookings, quotes or purchases, depending on the business.
You are preparing a redesign
The review helps set priorities before deciding what to change in the structure and presentation.
The scope
UX audit scope, evidence and implementation recommendations
Open the sections below to explore the scope, deliverables and practical requirements.
Start with something a visitor needs to do
Request a quote, find a service, book a conversation or complete an order. We agree on the task, the audience and the pages involved, then examine the journey on desktop and mobile.
For example, a contact form may ask for a budget, a phone number and an attachment before explaining what happens next. A useful improvement could be a shorter first step, clearer field labels and a confirmation that sets expectations.
What we look at
- Understanding: what you offer, who it is for and what is included.
- Navigation: page names, routes to useful information and clear next steps.
- Mobile use: reading, menus, buttons, typing and error messages.
- Confidence: the information visitors need to decide whether to contact you.
- Enquiries or purchases: the steps, information requested and confirmation.
Where reliable analytics or behavioural observations are available, they help us investigate what is happening. We keep those findings distinct from an expert review of the interface.
Recommendations your team can work with
You receive findings tied to specific pages and tasks, with illustrations where they help. Each recommendation explains the problem, the proposed change and how to check that it has been implemented.
We then review the priorities together: what to fix first, what needs more work and what still needs evidence. Detailed design, copywriting and implementation can be scoped separately.
Agree the scope before the review
The proposal sets out the journeys, page coverage, devices, available data, deliverables and review meeting. You can use the findings with your current website provider or ask Gloria to quote for the changes.
Research with recruited participants is a separate service from an expert review. An A/B test also needs enough visits and conversions to support a useful conclusion; it is not a default requirement for a small site.
Practical guide
Choose a customer task you can actually examine
A useful audit question describes something a person needs to finish. “Make the website feel modern” is difficult to test. “Find the appropriate service, understand what information is required and send an enquiry on a phone” identifies a journey that can be inspected step by step.
Add the circumstances: first visit or returning customer, screen size, information already available and any time pressure. Then identify decisions along the way. Can someone compare the offers? Do they understand a required field? Can they correct a mistake without losing their work? Do they know whether the request was sent? These questions often matter more than a preference for a particular visual style.
Existing support questions and anonymised customer feedback can help focus the review. They are clues, not proof that every visitor experiences the same difficulty. An expert review identifies and explains likely usability problems. Observing representative users attempting tasks is a separate way to test how people actually behave.
Practical guide
Illustrative finding: a quote form gives an unhelpful error
In this fictional example, a visitor submits an incomplete quote form on a phone. A generic error appears above the visible area and the form clears their previous answers. The visitor cannot tell what went wrong and must start again. Describing the form as “unfriendly” would not give a developer enough information to fix it.
Swipe across the table to see every column.
| Part of the finding | Illustrative detail |
|---|---|
| Reproduction | Submit the mobile form with one required field missing |
| Obstacle | The error is out of view and valid answers disappear |
| Suggested change | Identify the affected field, explain the correction and retain other answers |
| Acceptance check | Repeat the incomplete submission, then complete it successfully |
Priority follows from the task being obstructed and the evidence available. It should not be justified by an invented estimate of lost sales. This example shows the shape of a useful finding; it is not a claim about a Gloria client.
Practical guide
Choose expert review, analytics or user research according to the question
A focused review of a valuable journey can be more useful than a shallow review of every page. If the uncertainty concerns customer motivations or whether users understand unfamiliar terminology, interviews or user testing may be more appropriate. Those activities require their own participants, tasks and arrangements.
Specify which devices, journeys and interface states the review covers. Design mock-ups, implementation, user research and specialist accessibility evaluation should not be assumed to be part of every UX audit. Prepare safe test access, representative tasks and any business requirements a proposed change must preserve.
- Expect a reproducible situation, a clear obstacle and a checkable recommendation for each important finding.
- Separate a blocked task from hesitation, inconvenience and visual preference.
- After implementation, repeat the original task and nearby error cases.
- Where suitable data exists, review journey completion while recording other changes that could affect it.
The first acceptance question is whether the observed problem has been resolved. Assessing the commercial effect requires appropriate evidence and enough activity. Removing friction is worthwhile, but an audit alone cannot establish how many extra enquiries or sales a business will receive.
Questions about low-traffic websites, implementation and expected outcomes
Can you review a website with little traffic?
Yes. We focus on clarity and the usability of the journey. Those observations are not presented as statistically measured visitor behaviour.
Are the changes included?
Only when they are listed in the proposal. We separate the review from any design, content or development work.
Will an audit increase sales?
It identifies improvements worth making. The commercial effect also depends on implementation, your offer and the people arriving on the site.
Describe the enquiry, booking or purchase journey you want reviewed
Send your website address, the action you want to make easier and any problems visitors have reported.
Discuss your project