Watch the task before you redesign the screen
Google Analytics can tell you that 60% of visitors leave your product page or abandon a trade application halfway through. It cannot tell you whether they left because they couldn't tell which replacement part fitted their model, couldn't find your pallet delivery terms, or didn't trust the form they were asked to fill in. - Analytics shows high exit rates on key pages, and your team is guessing why customers are leaving. - Customer support and sales staff keep answering the same basic questions that the website was meant to explain. - You are planning a website redesign or new feature and want to avoid carrying old usability problems into the new build. - Pages look clean and modern on a designer's monitor, yet real buyers struggle to complete basic tasks on their phones. Agentix carries out practical UX expert reviews and customer journey research for UK eCommerce, B2B and trade businesses. Part of our [website conversion services](/services/website-conversion), we examine the specific tasks your buyers come to complete, separate observed barriers from internal assumptions, and turn the findings into clear design and content changes.
What analytics reports versus what task observation reveals
In our experience, teams often misread analytics metrics because they look at a page in isolation rather than following the task the customer was trying to finish. Here is an illustrative comparison with invented round numbers (not a client result) showing how three journeys look in standard web analytics versus what we uncover when we inspect the actual buyer task and customer support questions: | Customer task on the website | What GA4 reports on the surface | What task inspection and support logs reveal underneath | Why a blind redesign would fail | | -- | -- | -- | -- | | 1. Finding a compatible replacement part (12,000 monthly visits, 74% exit rate) | "High bounce rate on product pages; page layout must be unappealing" | Model compatibility numbers are buried in a downloadable PDF datasheet that won't open cleanly on mobile | Redesigning the page graphics without bringing compatibility tables onto the page leaves buyers just as stuck. | | 2. Ordering bulky trade materials for site delivery (3,500 basket starts, 68% drop-off) | "Shoppers abandon on the delivery address step; checkout form looks too long" | Buyers open the delivery policy page twice from checkout because crane
Where customer journeys quietly break down
A website doesn't need to be technically broken to lose an order; it just needs to make the buyer work too hard at the moment they are trying to decide: | What happens on the screen | Why the customer gets stuck | What it costs your orders and support team | | -- | -- | -- | | Buyers open five product tabs and leave without adding to basket | Product titles, variant selectors and specification tables don't show how the options differ in plain terms | Customers phone your sales desk for basic product advice or buy from a supplier whose specs are clearer | | Visitors bounce back and forth between the basket and product pages | Pack quantities, minimum order values, VAT inclusion or trade tier discounts aren't clear until the basket screen | Buyers lose confidence in what they are actually paying for and abandon the order | | Mobile users tap buttons repeatedly or abandon forms halfway through | Filter drawers, sticky popups or tiny tap targets block the screen on standard smartphones | You pay to bring mobile traffic to the site, then make it frustrating to filter products or submit an enquiry | | Customers abandon checkout right before entering payment details | Returns policies, w
Choosing the right depth: expert task review or observed customer sessions
Not every UX question requires a month-long research project. We match the method to the decision you need to make and the time available: 1. **Structured expert task walk-throughs.** We define your key buyer scenarios (such as a new trade buyer checking eligibility, an existing customer reordering by SKU, or a consumer comparing delivery options) and walk every step across real mobile and desktop devices. Alongside your [tracking and reporting data](/services/tracking-reporting) and support logs, this quickly surfaces the clearest usability, content and error-recovery barriers without needing to recruit external participants. 2. **Observed customer task sessions (when needed).** Where you need to test how real buyers interpret technical terminology, navigation structures or a new prototype before you build it, we can scope and run moderated or recorded task sessions with representative users. Watching **5 to 8 buyers** attempt a defined task exposes where language and assumptions fail in the real world (while your analytics tells us how many visitors hit that step overall). 3. **Prioritised fixes, not a wall of screenshots.** Our handover clearly separates what was directly obser
Frequently asked questions
### What is the difference between a UX review and a CRO audit? They work closely together, and many clients combine them. A CRO audit starts from your conversion funnel and measurement setup to rank where your biggest commercial drop-offs sit across the site. A UX review zooms in on *how* real people experience a specific task (such as product selection, trade onboarding or quote requests) to uncover why the interface, wording or flow is confusing them. ### Do we have to recruit customers to get value from UX work? No. An expert task inspection combined with your existing analytics, search logs and customer support enquiries can identify major usability and information gaps quickly without recruiting participants. When a question genuinely benefits from watching customers use a screen or prototype, we scope that recruitment and testing with you explicitly. ### Can you review wireframes or staging sites before our agency launches a redesign? Yes, and in our experience that is the highest-return moment to bring us in. Reviewing your agency's clickable prototypes or staging build against real customer tasks (and checking the measurement plan at the same time) is far cheaper than fi
Speak to us about a UX review
Whether you want to find out why visitors are stalling on a key product or application flow, sense-check a redesign before launch, or turn vague usability complaints into a clear action list, we can help.