Digital Accessibility Consulting
Supporting a national transport provider on their journey to inclusive digital services.
Public Sector
CX Audit of an Online Application Journey
What we did
- UX Audit
- Real Time User Testing
- Accessibility Testing
- CX Recommendations Roadmap
We were engaged by a government-funded organisation to conduct a Customer Experience (CX) audit of their newly launched online funding application system. The goal was to understand how well the journey worked for users, and where it could be improved.
Our approach included a detailed expert UX audit, real-time user testing with a range of participants, and accessibility testing to assess how the platform served users with different levels of digital literacy and access needs.
Objectives
- Identify friction points and usability barriers across the application journey
- Evaluate the system’s accessibility and inclusivity
- Provide a clear, prioritised roadmap of recommendations for improvement
Approach
We applied a three-pronged methodology to ensure both strategic insight and practical outcomes:
- UX Audit - Expert review of the full application flow, focusing on structure, clarity, feedback mechanisms, and friction points.
- Real-Time User Testing - Sessions with users from a range of backgrounds to observe real-world interaction, digital confidence levels, and barriers.
- Accessibility Testing - WCAG-aligned testing to assess compatibility with screen readers, keyboard navigation, and overall usability.
Our findings were delivered in a structured recommendations roadmap, clearly prioritised to support short-term fixes and longer-term improvements.
Outcomes
The audit and roadmap led to measurable improvements in performance and user experience:
- Reduced drop-off during the application process
- Increased application completions
- Improved user confidence and satisfaction
- Reduced staff time spent on user support
- Fewer complaints and technical issues reported
