Refract Group2026
UX audit
Find what to fix before you redesign anything.
A UX audit is one week of work on one journey in your product. You get the problems in order, the evidence for each and what we’d change. It costs $2,500, credited against work that starts within 60 days.
In short
What you get
A written set of findings in the order we’d fix them. Each names the screen or step, what happened, who it affects, the evidence and the change we propose. We take your team through it on a call.
What it costs
$2,500, fixed, for one journey. If more work with us begins within 60 days, that amount comes off its price. An audit of a whole product is scoped as product design, from $10,000 a month.
How long it takes
One week. We can usually begin within a couple of weeks of the first call, and an audit can often begin sooner than that.
When it’s not a fit
You already know the defect, the flow is about to be replaced, or you have to show the product meets an accessibility standard. Each of those needs something other than an audit.
How the week runs
Read how we run a UX auditAgree the journey
On a call before the week, we settle which task we’re auditing, who does it and what you need to decide. You give us access to the product and the evidence you have.
Walk it through
We do the task as each role would, on the product itself, and record every point where the next step is unclear or the product gets in the way.
Write the findings
Each one names the screen or step, what happened, who it affects and how sure we are of the cause.
Put them in order
We rank the findings by what each one costs the person doing the task and how hard it is to fix.
Hand it over
We take your team through what we found and say what we’d do next. The findings are yours to keep.
Where an audit leads
Questions about the audit
$2,500 for one week on one journey, fixed. If more work with us begins within 60 days, that amount comes off its price. An audit of a whole product is scoped as product design, which starts from $10,000 a month.
One week for one journey. We can usually begin within a couple of weeks of the first call, and often sooner. A wider audit takes longer, and we agree the timeline before it starts.
A written set of findings in the order we would fix them. Each names the screen or step, what happened, who it affects, the evidence and what we would change. We take your team through it on a call, and the document is yours to keep.
They help and they are not required. With usage data, support themes or recordings we can say how often a problem occurs. Without them we can still find problems by walking the journey, and we mark each explanation as a hypothesis.
Yes. Each finding is written so an engineer can estimate it and a reviewer can check the result. If you would prefer us to design the changes, the $2,500 comes off the price when that work begins within 60 days.
Not quite. A heuristic evaluation checks an interface against a set of general usability principles. Our audit includes that kind of check and adds two things. It follows one task from start to finish, and it uses the evidence you have about how people get on with it.
In an audit we go through the product ourselves. In user testing, people who use the product attempt a task while someone observes. An audit is quicker and finds what an experienced reviewer can see. Testing shows what a reviewer could not have guessed.
Yes. Our studio is in Sydney and we audit B2B software. We audited the planning and buying tool for Lumos, which plans out-of-home media campaigns, and the whole interface of Atrium, a CRM, before the design work on each began.
Yes. On Atrium, mobile was designed as part of the same system and tested on the device, and we designed the DoughPro app. For an audit we go through the journey on the phone itself.
A closer look at the work
- How to run a UX audit that leads to useful fixesA UX audit follows real tasks through your product, records where people get stuck and ranks fixes by user impact, evidence and the effort required.
- Designing complex SaaS workflows: lessons from KeeyuHow relationships, progress and contextual guidance shape a usable product, and how to apply those lessons to your next difficult workflow.
- What is a product sprint, and when should you run one?A product sprint takes one product problem and a fixed length, tests a working prototype with the people it’s for, and ends with evidence and a build plan.
Not sure where your product loses people?
Send us the product and the journey. We’ll tell you whether an audit is the place to begin.
Most teams start with a call, then a sprint or an audit.
The people you’d work with, from the first call to launch