User Experience (UX)

Services > Strategy > UX


Get Started recommends conducting user experience activities to gather insights and identify opportunities prior to the design phase of a project. Additionally, undertaking ongoing conversations with users to validate ideas, designs and functionality can help to promote continuous improvement in the overall user experience. Your UX journey can include any or all of the following services. We will work with you to tailor a program that suits your needs and budget.

1. Review

Web and data analytics

Get Started is able to review and analyse website analytics, as well as other existing data such as operational data, customer feedback/surveys, market research and industry data, to develop digital recommendations.


Benchmarking your online presence against competitors or industries solving similar problems will allow Get Started to identify opportunities to improve the digital experience for your customers. These comparisons enable us to create a series of recommendations based on best-in-class solutions.

Expert review

Our UX experts will conduct a thorough expert review of your website against a variety of best practice and industry standard criteria, identifying existing issues and opportunities for improvement.

2. Research


We are able to facilitate workshops with your key stakeholder groups to further understand your requirements and identify improvement opportunities. Stakeholder workshops can also be used to gain insights into user behaviours and motivations, validate business assumptions and test the effectiveness of prototyped solutions.

One-on-one in depth interviews

Get Started recommends undertaking one-on-one interviews with users to gain deeper insights into user preferences, behaviours, motivations and attitudes. One-on-one interviews can be used in combination with workshops to drill down further on themes and insights observed in the group discussions. Interviews can be conducted at your premises, at Get Started's office or in the participant's own environment, depending on the requirements of the project.


Surveys can be both qualitative and quantitative and allow direct access to many opinions. They can provide insight and validation or assist in analysing and testing specific business decisions, hypotheses or solutions.

3. User testing

User testing involves recruiting prospective users to evaluate your website or app through a series of defined tasks. This can be conducted either online or in a physical environment where participants are observed by a moderator. Online testing allows for more participants – particularly where broad geographical reach is required, while moderated testing enables testers to have more control over the environment and to speak directly with participants. Our UX specialists are happy to provide guidance on the best option for your budget and requirements. If you choose to undertake testing in a physical environment, Get Started can provide a user testing lab for this purpose.

4. User journey development

Using insights from the Review, Research and Testing phases of your project, we can start to map out your current user journeys and provide a roadmap for improvements. This will generally begin with persona development, where we create fictional representations of your key customer types to ensure that proposed strategies are aligned to their needs and wants. From there we can create a current user journey map, which is a visual illustration of the touchpoints your customers typically encounter when interacting with your business.

By using the insights gained from mapping the existing customer journey, and having a thorough understanding of user personas, we can map a future state journey – the ideal customer experience.

5. Information architecture

Information architecture is the organising, labelling and structuring of information to promote usability, findability and navigability in digital presences such as websites, intranets, online communities and software. The starting point is a content audit, to identify and evaluate existing content assets. We will then test and optimise your site structure using a combination of card sorting and tree testing.

Card sorting

In a card sorting session, participants organise content into categories and give the categories a label. This can be done online or in-person and will provide insights into how content should be labeled and structured within the site.

Tree testing

A tree testing exercise is where participants are asked to find key pages or sections of a website and their journey to find the content is tracked. This process, often referred to as 'reverse card sorting', is used to validate a site's navigation features and content hierarchy.

Are you ready to evolve your customers' digital experience?

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