B2B SaaS
CONFIDENTIAL
UX audit of a SaaS platform with high churn
A SaaS platform with high churn. The audit identified friction in onboarding and activation, and became the basis of a 6-month roadmap.
- -32%
- Churn afterwards
- Redesigned
- Onboarding
PXL AUDIT EXPERIENCE
We review the product in real use, analytics data, recorded sessions, accessibility and competitive benchmarking. The deliverable is a prioritised diagnosis of opportunities, not a list of personal preferences.
- 2 to 5 weeks
- Typical duration
- Team depends on scope
- Team
- PXL Project
- Model
What's included
Heuristic audit
An expert review of critical flows against established heuristics. Findings ranked by severity and impact.
Product analytics analysis
Current funnels, drop-offs, events, retention and cohorts. Identifying losses with quantitative data.
Recorded session review
Analysis of real sessions with Hotjar, FullStory or equivalents to understand real friction.
Usability testing
Moderated sessions with 5 to 8 real users on critical flows. Validated qualitative findings.
Competitive benchmarking
A comparison with 3 to 5 direct competitors on key flows. Identifying applicable best practice.
Prioritised opportunity map
Findings categorised by impact on conversion/retention and implementation effort. Quick wins separated out.
Remediation plan
A roadmap with recommended sprints, dependencies and an estimate of the expected impact per initiative.
Accessibility audit (WCAG 2.2)
We review your site or app against WCAG 2.2 AA with automated tools and screen reader and keyboard testing. We deliver prioritized findings and a remediation plan to reduce legal risk and expand your market.
Who it's for
We'll help you decide quickly. If we are not the right match, we point you to who is.
This is not for you if…
- You have no access to analytics or real usage data
- You expect us only to critique the visuals without analysing behaviour
- You just want a list of cosmetic changes to "modernise"
- The product is very new and has no meaningful usage data yet (wait 3 months)
This is for you if…
- Your product converts below the industry benchmark
- You see high drop-offs in critical flows and do not know why
- Your NPS or store rating is low and you need to understand the root cause
- You are about to invest in a large redesign and want informed direction
- You are bringing in a new team and need a diagnostic onboarding
Problem
Product teams are usually too close to see what the user actually experiences. UX/UI audits without a method turn into lists of opinions rather than actionable findings. The real cost of not auditing is building features when the real problem was basic experience.
Roadmap decisions based on the team's intuition rather than user data
New features built on top of experiences that no longer convert
Inaccessible products that exclude segments of users
Invisible drop-offs because the analytics are misconfigured
"Cosmetic" redesigns that do not move business metrics
Teams arguing over opinions with no objective benchmark
Outcomes
A well-made UX/UI audit unlocks measurable improvement. Focused changes in the right places can move conversion by 10 to 40% without building a single new feature. More importantly: it saves you building what never needed to exist.
Actionable findings with the expected impact per initiative
An improvement roadmap prioritised with data, not opinions
Identification of quick wins that move metrics fast
Real accessibility, to widen the addressable market
A common language between product, design and development about priorities
Investment in a redesign justified with documented expected ROI
Process
Scope and access
We define the flows to audit and get access to the product in use, analytics, recorded sessions and research tools.
Quantitative analysis
A review of analytics, funnels, drop-offs and real behaviour in the product.
Qualitative analysis
Heuristic audit, recorded sessions, accessibility and usability testing with real users.
Benchmarking and synthesis
Competitive comparison, and prioritisation of findings by impact and effort.
Executive presentation
A 60 to 90 minute session with product, design, development and stakeholders. Delivery of the full document.
Related case studies
B2B SaaS
CONFIDENTIAL
Audit of a checkout with high abandonment
A checkout with high abandonment. The audit revealed 14 specific points of friction; 6 quick wins moved conversion by 18%.
- +18%
- Conversion
- 14
- Points of friction identified
- 6
- Quick wins
Stack | Tools | Standards
An audit with quantitative metrics and qualitative evidence, heuristic comparison included. No recommendations from intuition.
- Hotjar
- FullStory
- LogRocket
- Mixpanel
- Amplitude
- GA4
- PostHog
- Maze
- UserTesting
- Lookback
- axe DevTools
- Stark
- WAVE
- NVDA
- VoiceOver
- Figma
- Miro
- Clarity
- Lighthouse
- Contentsquare
Frequently asked questions
How long does a UX audit take?
It depends entirely on the number of views or flows, platforms, and processes to evaluate. In general, scoped audits (one product, 2 to 3 key flows) take 2 to 3 weeks, and enterprise audits (multi-product or heavily regulated) take 4 to 5 weeks. Reach out to us through Contact for a specific estimate.
What does it cost?
It depends on the scope: number of flows, platforms, and depth of analysis. Reach out to us through Contact and we'll give you a clear quote based on your product.
Do we need to give you access to analytics?
We recommend giving us access to your analytics tools (user behavior, funnels, heatmaps) because it enriches the diagnosis a lot with real data, not just heuristics.
What happens after the audit?
You receive a report with prioritized findings. If you want, we can help you implement the improvements through PXL Experience.
Do you make recommendations or only identify problems?
Both. We don't stop at pointing out the problem: every finding comes with a concrete recommendation, prioritized by its impact.
Is my site or app required to be accessible?
It depends on where you sell. In the European Union it is already mandatory for many digital products and services, and in the United States lawsuits over inaccessible sites are common. Even if you're not required to, an accessible product reaches more users.
Related services
PXL DISCOVERY
PXL Discovery
Product planning. From the idea to an executable plan, before investing in development.
PXL SOFTWARE
PXL Software
Enterprise platforms. Custom SaaS, ERPs, dashboards and APIs with production-grade engineering.
PXL EXPERIENCE
PXL Experience
UI/UX Design. Design based on behaviour and conversion, validated with real users.
A 30-minute call to define scope. The initial diagnosis is free.