# UX Design > Review a customer or staff task through UX design, content structure, prototypes and usability questions, with an explicit research scope and design handover. Canonical page: https://webvelopment.co.za/services/websites/ux-design/ Language: en Websites Review a customer or staff task through UX design, content structure, prototypes and usability questions, with an explicit research scope and design handover. [Let’s talk](https://webvelopment.co.za/contact/) ## The problem we help solve ![Two colleagues planning content together on a whiteboard.](https://webvelopment.co.za/images/lifestyle/strategy-workshop-1400.webp) Illustrative photography · [Walls.io / Unsplash](https://unsplash.com/photos/two-women-standing-in-front-of-a-whiteboard-with-sticky-notes-on-it--Cxk2UuqFbk) A visitor reaches your enquiry form but cannot tell which service to choose. A staff member has to open several screens to finish one task. UX design helps us examine where people get stuck and what information or interaction would help them continue. We start with the task you need to improve: comparing products, requesting a quotation or completing an application, for example. That gives us a practical question to investigate before deciding which screens need to change. ## What we can deliver - Audience and task definition: who needs to do what, and what counts as completing it. - Content and navigation structure: where information belongs and how people find it. - Wireframes and interactive prototypes: proposed layouts and steps you can work through before development. - Usability review: points of confusion, their likely consequences and suggested changes. - Accessible interaction specifications: labels, focus behaviour and relevant interaction states for implementation. You may need a review of one troublesome form, a prototype for a new application or a wider navigation rethink. We agree which outputs will help you make that decision and what existing content we can use. ## How we approach the work We map the decisions a person must make, the information they need and the steps between starting and completing the task. Then we work through the proposed design using realistic examples, including the moments when something is missing or goes wrong. An expert review may be enough to identify obvious obstacles. If the question is whether intended users understand a label or can complete a task, we discuss what research would answer it. Findings should help you choose what to change first and explain why it matters. ## Who this is for This work suits businesses redesigning a website, product teams planning a feature and organisations with complicated enquiries or staff workflows. It is especially useful when you know a task is difficult but have several competing ideas about how to fix it. ## Boundaries to agree early We agree the task, research depth, participant recruitment and accessibility testing methods before starting. An expert review and a study involving intended users need different preparation; access to participants can affect what is practical. Design work can suggest improvements. Establishing whether those changes increase conversions requires measurement after implementation. ## Questions before we start A few useful answers before you decide. ### Does UX include visual design? It can. Wireframes establish content, structure and behaviour; the final visual design adds details such as typography, colour and styling. Tell us whether you need both, or whether we should work within an existing visual system, so the proposal covers the right work. ### What do you need from us? Show us the task that is difficult and explain who performs it. Useful starting material includes the current pages or screens, the content people need and examples of questions your team keeps receiving. We can then agree whether a review or prototype would help before considering a wider redesign. ## Review a journey with an explicit question For example, imagine a quotation request on an equipment website. A visitor needs to find a suitable product, recognise when technical confirmation is needed and send enough information for a useful reply. We could investigate whether the product information and enquiry steps support that sequence. A useful prototype would include a visitor who knows the product model and one who needs help choosing. Does the form require an answer the second visitor cannot give? Can they explain their requirements without guessing? These questions reveal more than a discussion about button size alone. Stakeholder discussions, expert reviews and usability sessions offer different evidence. We agree which activity can answer the question, and keep assumptions visible. This is an illustrative review, with no measured conversion result attached. ## Define what the review can establish - Identify the task and the point where the visitor or staff member becomes uncertain. - Choose an expert review, research with participants or a combination; agree participant access and consent where needed. - Explain the recommended changes, what supports them and which questions still need testing. ## Further UX scope questions A few useful answers before you decide. ### Is a UX review the same as user research? No. An expert review can identify potential problems and suggest changes. Research involves intended users and needs a suitable method and participants. We make that distinction in the proposal so you know whether a recommendation comes from a review or from observing people use the design. A small exercise may leave questions about other audiences unanswered. ### How do you choose which journey to investigate? Start with a task that matters and evidence of difficulty, such as recurring support questions or an enquiry that arrives without essential information. Then ask what decision the investigation needs to support. For example, understanding why people cannot choose a service may be more useful than reviewing the appearance of every page. ### What content is needed for a useful prototype? Use realistic product names, service explanations, form labels and error messages. Include long answers, missing information and unavailable results where they affect the task. Placeholder text can hide problems: a short sample name may fit a layout that fails with the real content. We identify any content still awaiting confirmation so it can be resolved before implementation. ### How are accessibility considerations included? We agree the relevant needs and interaction patterns, then consider structure, labels, focus behaviour and other design decisions within that scope. Implementation and testing need their own agreed methods. A design file can describe intended behaviour, but it cannot establish that the finished application meets an accessibility standard; that requires checks on the implementation. ### Can the developers contribute during design? Yes. Early technical input helps us understand constraints while alternatives are still easy to explore. If an interaction is expensive or difficult to build, we can examine a simpler option against the same user task. Where a behaviour is necessary, developers can help explain the implementation work it requires. ### What should the final design handover contain? The agreed task flows, content hierarchy and interaction states, with explanations for important changes. Developers should be able to see what happens after an invalid entry, when information is missing and when the task succeeds. We also identify unresolved questions. The handover supports implementation; later measurement shows how the built experience performs. ## Prepare your next conversation Choose one task to discuss and share the current screens or pages, who uses them and where the difficulty appears. If your team has proposed several fixes, bring those too. We can use that starting point to agree a useful review or prototype scope. [Turn a reviewed journey into website design](https://webvelopment.co.za/services/websites/website-design/) · [Apply UX decisions to an application](https://webvelopment.co.za/services/development/app-development/) [Discuss your UX design brief](https://webvelopment.co.za/contact/). ## Plan the scope and estimate If accessibility changes form part of the work, the [Accessibility Remediation Estimator](https://webvelopment.co.za/pricing/13-website-accessibility/) can help you explore that part of the scope. It separates known labour from work and supplier costs that need a custom quote. Keep exploring ## Keep the right things connected. [Our expertise ### Website Services Choose website design, UX, WordPress development or maintenance around your customer journey, publishing needs and the information you already have.](https://webvelopment.co.za/services/websites/)[How we work ### Clear decisions. Reviewable progress. How Webvelopment scopes, designs, builds and hands over digital work with clear ownership at every stage.](https://webvelopment.co.za/about/our-process/) Let’s move things forward ## Start a conversation Tell us what you are working towards. We’ll help you find a practical next step. [Let’s talk](https://webvelopment.co.za/contact/)