Focus Area 02
UX & CX Review
Most digital touchpoints have more potential than they currently show. A UX and CX Review makes visible where users get stuck, where clarity is missing and where the experience has room to grow.
The result is clear findings, prioritised recommendations and a dedicated walkthrough session — every insight turned into a concrete next step.
Request a ReviewProcess
What happens during a Review.
Eight structured steps, each building on the last.
Hover over a station to see what it covers.
- 01Preparation
Context is clarified before the review begins: What is the touchpoint meant to achieve? Who is the target audience? And what already feels unclear from a user's perspective? Where possible, the product is used first-hand over a period of time to experience it as a real user.
- 02Context & product understanding
Product, target audience and competitive environment are analysed to provide well-founded recommendations that fit the actual market context.
- 03Section-by-section analysis
Each part of the touchpoint is reviewed individually: purpose, strengths, friction points and concrete recommendations per section.
- 04Cross-cutting UX dimensions
Observations beyond individual sections: overall consistency, trust signals, accessibility and experience quality across the entire touchpoint.
- 05Laws of UX check
Key psychological principles of user experience are checked against the touchpoint: Which are respected? Which are violated? And what does that mean for the user experience in practice?
- 06User journey mapping
The user experience is traced step by step: What does a person do, think and feel at each point? Where does momentum build and where does it have room to grow?
- 07Recommendations & measures
Concrete actions, structured by impact and effort. Clearly separated into quick wins, medium-term improvements and strategic decisions.
- 08Strategic discussion
Questions that go beyond the website and open the conversation about positioning, goals and what should come next for the organisation behind it.
What you receive
A structured and tailored analysis of your digital touchpoints.
The results are presented in a dedicated session, structured, transparent and directly actionable for the next steps.
Deliverables
What is included in every Review.
Walkthrough session
The findings are presented together, questions answered and next steps aligned in a shared session.
Presentation slides
The slides shown during the session are shared afterwards, as a working reference and for passing on to the team.
Review document (on request)
All review dimensions as a detailed working document, available on request as a briefing or implementation reference.
"I would not say that I am inexperienced in UI and UX, but David's input was not only very well prepared, it was also genuinely valuable. No matter what you build, you always have a so-called builder's bias. You are biased, because you know your own product and your own website best. That is exactly why it is valuable to have a second pair of expert eyes take a look. I was surprised by how many truly good improvement suggestions David was able to find, things I simply hadn't noticed before."
FAQ
Common questions about the Review.
Who is the Review designed for?
The Review is suitable for startups, established companies and local service providers — essentially for anyone who has a digital touchpoint that customers interact with. This includes websites, apps, booking flows and any other digital interface with direct customer contact. UX and CX quality matters in both B2C and B2B contexts, wherever a person interacts with your offer online.
What happens after I send a request?
You will hear back within 48 hours. In a short initial conversation, the scope is clarified: which touchpoint should be reviewed, how long the hands-on usage phase should last and what access is needed to experience the product as a real user would. Everything is agreed on together before the Review begins.
How long does the Review take?
The hands-on usage phase, where the touchpoint is actively used to build up a genuine user perspective, is agreed on individually and can range from a single day to several weeks depending on the complexity of the product. Once the usage phase is complete, the Review document itself is typically ready within one to two working days. The walkthrough session, where findings are presented and discussed together, usually takes about one hour.
Contact
Let's improve your digital touchpoints.
If you'd like to make a website, service or digital idea clearer, more user-friendly and more effective, feel free to reach out.
hello@cxunity.de