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Capability · Software & Experience Audits
The truth aboutwhat you already have.
Sometimes you don't need new software. You need an honest, expert read on what's wrong with what you have, why it's costing you, and what to fix first — before deciding whether to fix it, extend it or replace it.
Most organizations know something is off with their software or digital experience. Conversion is soft, support tickets cluster around the same screens, the sales team keeps apologizing for the demo, staff have built spreadsheets to work around the system. What they don't have is a clear, unsentimental account of what's wrong and what to do about it — ranked by what actually moves the needle.
That's what an audit is for. It's a diagnosis, not a redesign. Before you spend real money treating the problem, it's worth knowing precisely what the problem is — because the obvious symptom and the actual cause are frequently in different places. The checkout isn't converting, but the real issue is a trust gap three screens earlier.
The value of an outside audit is partly expertise and partly distance. We've seen a lot of software, so patterns jump out that are invisible from the inside. And because we're not defending decisions we made, we can say the things your team already suspects but can't get heard.
Grounded in evidence, not opinion
An audit is only as good as what it's grounded in. So we triangulate: heuristic evaluation against established usability and accessibility principles, your own analytics and behavioral data, and — where it matters — real user observation. Expert judgment is fast and catches a lot, but it's strongest when it's checked against what people actually do.
We're careful to separate what we observed from what we recommend, and to show our reasoning. You should be able to see the evidence and judge it yourself, not just take our word for it. That's how an audit earns the trust it needs to actually change what happens next.
Prioritized by impact, not by our curiosity
It's easy to produce a list of two hundred problems. That's not useful — it's overwhelming, and it lets everyone quietly ignore all of it. The hard, valuable work is ranking: which handful of issues are actually costing you the most, and which fixes give you the most return for the least effort?
So every audit we deliver is prioritized by impact and effort, with a clear recommendation on where to start. And if the honest answer is that you don't need new software — just a few targeted fixes — we'll tell you that, even though it's less work for us.
Where it fits in the method
Every Artifact engagement runs on one method: Understand → Design → Build → Launch → Grow. These are the stages where Experience Audits does the most work. See how we work.
- 01Understand
An audit is often where the method starts: an evidence-based read on existing software before deciding what to fix, extend or replace.
- 04Launch
After launch, the same approach measures whether the software is doing its job and ranks what to improve next.
What you get
- A clear, prioritized assessment of what's working and what isn't
- Findings grounded in heuristics, analytics, and real behavior — not just opinion
- Root-cause diagnosis that separates symptoms from underlying issues
- An impact-versus-effort ranking so you know exactly where to start
- Specific, actionable recommendations, not vague directions
- An honest verdict: targeted fixes, an extension, or new software
Who it's for
- Teams who sense something is wrong but can't name it precisely
- Leaders deciding whether to replace software and wanting a diagnosis first
- Products with soft conversion or support tickets clustered on the same screens
- Organizations whose people have built workarounds around the systems they were given
Proof, not promises
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Common questions
- How long does an audit take?
- It depends on the size of what we're reviewing and how much analytics and research already exist, but audits are deliberately lighter than a full engagement. We'll scope it with you up front — the point is a timely, clear diagnosis you can act on.
- Will you just tell us to rebuild everything?
- No. We're genuinely agnostic about the answer, and often the honest recommendation is a set of targeted fixes rather than new software. We'd rather give you the truth and earn the next engagement than manufacture a bigger project.
- What do we get at the end?
- A prioritized findings document you can act on immediately: the issues that matter most, the evidence behind each, and a clear, sequenced recommendation for what to fix first. It's built to be shared with leadership and handed to whoever does the work.
Get in touch
Want an honest read on what's really wrong?
Tell us the problem. We'll tell you honestly whether software is the answer — and bring the strategy, design, engineering and AI to build it.