For products, services, processes, and systems

User Experience
Deep Audit

Multi-perspective analysis on systemic substance and deeper impact,
uncovering dissonance, disappointment, and hidden fractures.
Everything UX/UI and Journey Design tend to overlook.

Make! Don’t break.
Neben- und Wechselwirkungen im blick

Deep Impact Analysis
of User Experience

It’s about “Make or Break.” It’s about what holds and what falls apart. Across digital solutions, communication, service design, and brand promise, we look at products and services from different angles.

Technology interacts with us on many layers: visual, spatial, emotional, temporal. When layers fall out of sync, coherence breaks: attention drifts, flow is lost, and intention turns against itself. Disappointment and even anger may build up.

Even well-designed systems can unsettle when subtle cues, messages, or rhythms pull in different directions. Clarity is not only a matter of function, but of harmony between what’s shown, felt, and meant.

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Technology works when it moves with human rhythm — perception, intuition, expectation. It falters when it pulls us off track, turning flow into noise.

  • We support organizations in analyzing their product and service experiences in depth —
    what resonates, what creates friction, which implicit expectations are unmet.
    Where do hidden gaps appear between technology, user guidance, and communication?
    This kind of accompaniment is made for organizations that take responsibility seriously toward their customers, and toward themselves.
    Patrick Schmid
    Founder
Deep Audit for Products and Services

You won’t get this type of service anywhere else

A Clear Mirror

◉ Systemic, psychological, and communicative depth perception that reveals what’s truly at play.

Structure and Clarity

◉ A solution-focused view that holds users and customers in a broader, multidimensional context.

Language that Resonates

◉ We capture the essence of insight — precise, grounded, and to the point.

Experience with Complex Systems

From digital services and electronics to mobility and smart technologies:
our work bridges disciplines, connecting design, process, and ethical use of AI.

Experience, Intuition, and Methodical Depth

We don’t rely on linear checklists. We trace underlying patterns and interactions to uncover where products lose coherence — and how they can regain it.

Scope of Services

For products, services, or systems with digital layers, AI components, or complex process chains.
Their impact goes far beyond function — it emerges through perception, resonance, interaction, and systemic coherence.

Many products work, yet they don’t feel right. They create friction, irritation, or subtle disappointment.
We examine:

  • narrative gaps between brand, marketing, and product
  • implicit promises in the interface that remain unfulfilled
  • unconscious exclusion of user groups (value signals, tone of voice)
  • psychological mismatches in critical moments (e.g., safety vs. ease)
  • breaks in process chains and interactions — especially in non-standard situations
  • hidden disappointment potential through side and cross-effects

In hybrid products (e.g., vehicle + app + infrastructure) or AI-based services, tensions often arise between what is built and what is actually experienced. The real question is this: does the solution hold up when life gets messy, not just in the lab?
We identify such fractures, make them visible, and point toward ways to restore coherence.

What feels logical inside an organization often makes little sense to users.
We bring an external view — precise, empathetic, and differentiated:

  • detecting inconsistencies in language, interaction, and tone
  • identifying dogmas, blind spots, and narrow assumptions
  • analyzing the psychological expectation structure behind the interface
  • reviewing functional, emotional, and cultural coherence

This kind of disappointment literacy isn’t about criticism — it brings clarity.
We uncover where trust erodes, where expectations collapse, and how those moments can become genuine learning fields.

In der Produktentwicklung stoßen Teams zunehmend auf Situationen jenseits des Standards: unklare Sonderfälle, Nutzerverhalten, Product teams increasingly face situations beyond the standard — edge cases, unpredictable user behavior, and emergent requirements that resist linear planning.

I draw on systems-cybernetic and complexity models to create structural coherence and sound decision logic.
From this, I introduce systemic–emergent perspectives:

  • How does the product fit into wider cultural, organizational, or societal contexts?
  • Where do internal logics distort external experience?
  • How mature is the product compared to the maturity of its users (e.g., Spiral Dynamics as a value compass)?
  • Which unexpected usage patterns already point toward the next stage of evolution?

This lens helps design products that are future-aligned — coherent with their environment, with evolving values, and with the real questions of their users.

We don’t work with checklists alone, but with depth, precision, and language that clarifies.
The result is always a clear, comprehensible resonance mirror for the products and services in question,
for teams, leaders, and brand owners alike.

This can take the form of a focused Resonance Review or an ongoing collaboration over weeks or months.
Depending on what is needed, the outcomes include:

  • concrete recommendations for alignment across interface, communication, and service flow
  • clear insights for decision-makers: where do we act differently than we believe?
  • strategic signals on risks and hidden opportunities
  • impulses for language, UX writing, communication, and expectation management

Our analyses don’t end in PowerPoints.
They lead to concrete shifts in understanding, decisions, and design.

Check List

Reveal blind spots – make technical, communicative, or systemic weaknesses visible

Assess impact – understand how a product or service truly lands with customers

Create clarity – align function, promise, and perceived value

Identify risks early – before they erode trust or market acceptance

  • UX and Service Analysis: functionality, clarity, intuitive flow
  • Communication and Brand Coherence: do the narratives and implicit messages align?
  • Systemic Fit: interfaces, processes, and structures viewed as an integrated whole
  • Side and Cross-Effects: what else does a product or service trigger — intentionally or not — across different human habits and contexts?
  • Psychological Resonance: which unspoken expectations or values are met, and which are left unanswered?

Exploration in Context: observing products and services in use — through tests, observations, and user perspectives

Context Mapping: understanding what happens around the experience — where, how, and under what conditions

Interviews and Feedback Loops: with customers, employees, and stakeholders

Cross-Category Benchmarking: indirect comparisons based on customer expectations — for example, a car navigation system competes not only with other systems but with the usability of a smartphone

Structured Reviews: from functional details to overall brand experience

Pragmatic Feedback: clear, actionable insights on strengths, weaknesses, and improvement paths

  • An Independent View: free from internal bias or agendas
  • Systemic Understanding: integrating technology, communication, and human impact
  • High Analytical Precision: built on long-term experience in product strategy, marketing, and systems thinking
  • Honest Feedback: direct, constructive, and focused on implementation
  • Risk Reduction: not only to prevent product failures, but to capture untapped potential and lost value

We love to be of help.

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