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Products & services · Mirror
Experience Audit
Your product works, but it doesn't have the effect it should? The Experience Audit shows how your offering actually lands: what works, what irritates, and where it breaks. Including where UX/UI and journey design don't look.
Schedule an initial conversationWhat I examine
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Experience and comprehensibility
How using the product and the service feels: function, comprehensibility, friction, in edge cases too, not just in the ideal case.
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Communication and brand impact
Whether brand, marketing, and product make the same promise, and which messages travel along unspoken.
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Systemic fit
Interfaces, processes, and process chains as a whole, especially in hybrid offerings that combine device, app, and service.
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Side effects and interactions
What the product triggers along the way and unintentionally, depending on the habits and attitudes of the people who use it.
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Psychological resonance
Which unspoken expectations and values are met or disappointed.
Typical disconnects
- Narrative gaps between brand, marketing, and product
- Implicit promises in the interface that aren’t kept
- Unconscious exclusion of certain user groups through tone and value signals
- Psychologically wrong codes in critical situations, such as ease where safety is called for
- System gaps in process chains, especially in cases that don’t follow the standard
Technology creates interactions on many levels. More and more often, they unintentionally lead to disappointment in products, in service processes, and in how customers experience them.
How I go about it
- Exploration with and in the product: tests, observations, and the users’ perspective, along the entire service
- Context: What is happening in parallel, where, and in what way?
- Conversations and feedback loops with customers, employees, and stakeholders
- Comparisons across categories: In terms of usability, a navigation system competes not only with other navigation systems but with the smartphone.
- Structured reviews from functional detail to brand experience
Result
A clear, understandable resonance mirror for teams, leadership, and brand owners: strengths and weaknesses named, with concrete pointers to where and how the disconnects can be closed. In the Experience Lab, we close them together.
How it differs
The Experience Audit goes beyond UX/UI testing and market research: it examines the impact of the entire offering. The Decision Audit examines how decisions about products are made; the Organization Audit examines the organization’s structure and processes.
Products & services
The path in three stages
Before that: the initial conversation. Clarity on whether to continue, and with what.
- Stage 1 · MirrorExperience AuditHow your offering actually landsYou are here
- Stage 2 · Make it coherentExperience LabDisconnects closed and tested with customers
- Stage 3 · Sustain impactResonance guidanceCoherence across releases and channels
