Key Points for Small Business Owners You already know the power of first impressions. Whether it’s the way your storefront looks, how your team greets customers, or the care you put into packaging your products, every detail speaks volumes about your brand. But here’s the question: does your website do the same? Many small businesses with amazing products or services lose potential customers because their websites don’t reflect the quality of their work. If your branding, messaging, or design feels outdated, inconsistent, or unclear, it might be costing you sales. Let’s break down why investing in these elements is a game-changer for your business. Visitors Need to See You 7-10 Times Before They Take Action It’s not enough for people to visit your website once and expect them to convert. Research shows that it takes 7-10 interactions with a brand before someone feels ready to make a purchase or get in touch. And guess what? Your website is often the first—and arguably the most important—of these interactions. Picture this: A potential customer hears about you on Instagram and clicks your link. They land on your site, but the design feels cluttered, the messaging is inconsistent, and it’s slow to load. They might leave without taking the next step—and worse, they might forget about you altogether. A polished, professional website ensures every interaction builds trust and familiarity, reinforcing your business in their minds. According to web credibility research from Stanford, 75% of users judge a company’s credibility based on its website design.

Aren't sure about this whole analysis thing? No sweat! We suggest starting with a single page mini audit for a minimal fee. You'll see the value quickly! Trust us! A one-page audit can uncover so many issues. This problems are likely hinderinig the performance, usability, and conversion rates of your website. Here’s a list of the top issues an audit can reveal: 1. Navigation and Structure Unclear Menu Labels: Confusing or vague navigation items that make it hard for users to find what they need. Missing Navigation Hierarchy: Lack of a logical structure, leading to user frustration. Non-Sticky Navigation: Navigation disappears on scroll, making it harder to move around the site. 2. Call-to-Action (CTA) Effectiveness Unclear CTAs: Vague or uninspiring calls-to-action (e.g., "Learn More" instead of "Download Your Free Guide"). Low Visibility: CTAs that are poorly placed, buried in the design, or not visually distinct. Too Many CTAs: Multiple, competing CTAs causing user confusion or indecision. 3. Content Issues Poor Readability: Small font sizes, low contrast, or lack of spacing making text hard to read. Unoptimized Headlines: Headlines that fail to communicate value or grab attention. Lack of Scannability: No use of headings, bullet points, or other formatting to make content easier to skim. 4. Visual Design Inconsistent Branding: Mismatched fonts, colors, or styles that don’t align with the brand identity. Cluttered Design: Overloaded pages with too much text, images, or elements, causing overwhelm. Outdated Design: A design that feels old or unprofessional, reducing user trust.

Hi, I’m Kristin Kniss, founder of UX Mess, where we specialize in front-end website analysis and user experience audits. I created UX Mess after seeing the same problems repeatedly across my clients' websites. And, as a user myself, I was growing more frustrated simply trying to browse the web. It’s becoming increasingly messy out there. In over a decade of working for user experience and design agencies, one thing became clear: projects that started with an analysis always ran more smoothly. Why? Because starting with an audit provides: Clarity: A deep understanding of the problems at hand. Prioritization: A roadmap to address issues effectively. Efficiency: Accurate estimates of time and cost for the fixes. By identifying what’s working—and what’s not—right at the start, businesses save time, money, and countless headaches. What UX Mess Does At UX Mess, we work with: Businesses struggling with their current website : We identify gaps, inefficiencies, and usability issues. Teams launching new digital products: We evaluate prototypes or designs before you invest heavily in development, ensuring your product is ready to succeed. Companies with communication challenges: We bridge gaps between teams, especially when businesses and developers struggle to align. Why Hire Me? Here’s why I can help you: Experience: I’ve been in design and UX for over 15 years. Diverse Clients: I’ve worked with federal government agencies, healthcare organizations, non-profits, eCommerce businesses, and small business owners. Cross-Functional Collaboration: I’ve partnered with business owners, marketing managers, stakeholders, product teams, developers, and project managers. Three Common Reasons Websites Struggle In my experience, sloppy websites typically suffer from one or more of these three issues: Uninformed Changes Many websites are built or updated on the fly without strategic planning or alignment with business and user goals. While this may seem fine in the moment, these ad-hoc updates often pile up and cause long-term problems. DIY website builders and AI-driven tools are making it easier than ever to build sites—but not necessarily bettersites. Periodic reassessments are essential to ensure your website continues to perform. 2. Premature Launches Websites that go live before proper testing or validation often lead to user frustration and poor performance. If you have a prototype or design, a professional review can save you from costly mistakes. 3. Communication Gaps Larger organizations frequently face communication breakdowns between business teams and developers. This knowledge and terminology gap creates friction, delays, and costly inefficiencies. An outside consultant like me can step in to facilitate smoother communication and collaboration. How This Saves You Time and Money Oversights like these can be incredibly costly in the long run. By identifying issues early: You save on development costs. You avoid the need for a full redesign. You reduce design and development debt. A simple audit can save businesses anywhere from $10,000 to $500,000 by addressing issues before they spiral out of control. Sometimes, you don’t need a complete overhaul—you just need to fix what’s already there. Remember: Happy users convert. Frustrated users leave. Services We Offer Here’s how UX Mess can help: 1. Basic Asynchronous Audit A comprehensive website review, delivered on your timeline. 2. Custom Analysis A deeper dive into your website’s usability and design. Choose from our services based on your specific needs. 3. Discovery + Audit We follow the full UX design process, analyzing areas like: Branding and visual design inconsistencies. Structure and navigation flaws. Overly complicated content. Broken user journeys. Unclear calls to action. Functional issues like broken forms or checkout errors. Need user testing, interview facilitation, or other research? We can handle it all for you. Let’s Uncover Your Website’s Potential Stop letting website issues hold your business back. Let’s work together to identify what’s working, fix what’s not, and create a seamless user experience that aligns with your goals.

While a UX audit may seem like a narrow service focused on usability or site structure, what I offer is the exact opposite. My audits are a holistic review of your entire front-end experience. I don’t just analyze a website’s user flows or technical aspects of navigation—I dive into every touchpoint, including branding, messaging, visual design, site architecture, and content. I even consider accessibility, ensuring that your site meets the needs of all users. Why You Need More Than Just a UX Audit Many companies see UX as something separate from marketing, design, and branding. But user experience encompasses all of those aspects. It’s the lens through which your brand is viewed by your customers. Ignoring how these elements interact means missing out on the bigger picture—how they shape user perceptions and drive engagement. That’s why, in my audits, I capture insights from every angle: Branding : Does the user experience align with the brand’s message and values? Is there consistency across platforms and touchpoints? Visual Design : How intuitive and aesthetically pleasing is the design? Does it enhance the user’s journey or create friction? Content Strategy : Is the messaging clear and aligned with user needs and expectations? Site Architecture & User Flows : Are the pathways users take to reach key actions (like purchases or sign-ups) straightforward and efficient? Beyond the Screen: Stakeholder & User Consultation Another thing that sets my audits apart is the collaboration with both internal stakeholders and external users. To truly understand the impact of your site, it’s essential to gather feedback from all angles. I work closely with marketing, product teams, and other key players in your organization to ensure the website reflects your business goals. But that’s not enough—I can also involve external users in the process depending on the package a client is interested in. This provides invaluable insights into how real people experience your site, ensuring that the data I collect is grounded in reality. This combination of internal and external input leads to a comprehensive review that supports better decision-making and actionable recommendations. The Full Experience Matters My goal isn’t just to identify what’s broken on your website or app but to help you improve every aspect of your front-end experience. When you approach UX as part of a broader ecosystem—one that includes branding, messaging, and design—you create a seamless and impactful user experience. If you're looking for more than just a simple UX audit, let’s connect and transform how your users experience your brand, from the first click to the final interaction.

In today's competitive business landscape, many organizations still don’t have a dedicated seat at the table for design. Critical decisions are often made by executives, project managers, and developers—leading to sophisticated systems that miss the mark on what truly resonates with users. This is where the concept of design maturity comes into play, helping us understand how integral (or peripheral) design is to an organization’s strategy and decision-making processes. What Are Design Maturity Models? Design maturity models help assess how deeply embedded design is within a company’s culture, processes, and business strategy. Companies with a high level of design maturity view design as a core function, integrating it into every stage of product development and business decision-making. On the other end, low-maturity organizations may treat design as a decorative afterthought, limiting its potential to improve user experiences and drive success. The Role of UX in Low-Maturity Organizations In companies with low design maturity—often found in healthcare, government, and startups—decisions are made without a deep consideration of user needs. Executives, project managers, and developers may prioritize functionality and technical sophistication but overlook whether their products or services connect with end users. This can lead to polished systems that fall short when it comes to usability and user satisfaction. For example, a healthcare platform may offer a wealth of features but lack an intuitive interface that makes it easy for patients and providers to interact. Similarly, startups may focus on rapidly building out functionality but neglect the nuances of user-centered design, creating friction for early adopters. UX consultants step into these environments to show where design is being overlooked. By conducting user research, analyzing heuristic principles, and leveraging data from thought leaders like the Nielsen Norman Group and Baymard Institute, they identify gaps between business goals and user needs. UX consultants add immense value by: Conducting usability tests to reveal pain points in the user journey Analyzing data-driven insights to ensure design follows best practices Educating stakeholders on the benefits of user-centered design, even in technically complex systems Companies Leading with High Design Maturity On the other side of the spectrum, companies with high design maturity—like Apple, Nike, Google, and Target—have fully embraced the role of design in driving innovation and customer loyalty. These organizations understand that design is not just about aesthetics; it’s about crafting experiences that deeply resonate with users. They actively integrate UX research into product development, ensuring that every decision, whether small or large, enhances the customer journey. These companies have elevated design to a core component of their business strategy, recognizing that a well-designed experience can differentiate them from competitors and foster long-term customer engagement. Apple, for instance, has made design central to its brand, with every touchpoint meticulously crafted to evoke a positive user experience. Nike combines innovative design with customer insights to create products that are both functional and emotionally engaging. Design Maturity in Silicon Valley vs. Other Industries While Silicon Valley giants are known for their design-first approach, design maturity tends to be lower in industries like healthcare, government, and startups. In these sectors, the focus may lean more heavily on functionality and compliance, often sidelining the user experience in favor of meeting regulatory requirements or time-to-market pressures. However, as digital products and services become more ubiquitous, the demand for UX expertise in these industries is growing. Companies are increasingly realizing that neglecting design not only alienates users but also risks costly redesigns down the road. The Path Forward Design maturity is not a fixed state; it’s a continuum that companies can improve upon. By incorporating UX principles early in product development and making user research a non-negotiable part of the process, organizations can elevate their design maturity and, in turn, their business outcomes. UX consultants and designers play a pivotal role in this journey, providing the insights and expertise necessary to bridge the gap between business goals and user needs. As more companies in industries like healthcare, government, and startups begin to recognize the power of design, we can expect to see a shift toward higher maturity models, where UX has a permanent seat at the table. Key Takeaways: Design Maturity Models evaluate how central design is to an organization's success. Low-maturity companies often prioritize functionality over usability, leading to systems that don’t resonate with users. UX consultants help businesses bridge this gap by applying research and data-driven best practices. Companies like Apple, Nike, Google, and Target exemplify high design maturity. Industries like healthcare, government, and startups tend to have lower design maturity but are beginning to recognize the value of user-centered design. This evolution in design maturity reflects a broader understanding that great design is not just a nice-to-have—it's a must-have for businesses aiming to succeed in a user-driven world.

Your brand is everything. It's what customers think of when they hear your company name, it's what they see on your products, and it's the feeling they get when interacting with you. Maintaining brand integrity is essential to keeping your customers happy and keeping them coming back for more. So, what exactly is brand integrity? And why is it so important? In this blog post, we will discuss what brand integrity is and how you can go about creating and maintaining it for your business! What Is Brand Integrity? Brand integrity is the brand's reputation for doing what it says it will do. It's about being honest and true to your customers, delivering on your promises, and following through with your values. When you have brand integrity, you create trust with your customers. They know that they can rely on you to be truthful and consistent in everything you do. And this trust is essential for maintaining customer loyalty! Customers engage with brands in a variety of ways, at each stage of the buying process. Every interaction is an opportunity for your company to deliver value or convey a message. In addition, each encounter a customer has with your brand contributes to forming an overall opinion on what your brand represents. Why Is Brand Integrity Important? Without brand integrity, a company can quickly lose its reputation (and its customers). In fact, brand integrity is one of the most important factors when it comes to a company's success. It impacts how much customers are willing to pay for your products, how likely they are to recommend you to others, and how much trust they put in your brand. In other words, brand integrity is essential for creating value and maintaining it over time. It's what allows customers to connect with your brand on an emotional level, and keeps them coming back for more. Brands Integrity Leads To Loyal Brand Followers When you consistently keep your promises in line with a consumer's preconceived notions, you're much more likely to develop enough brand affinity that people actively promote and advocate for your company. Brand advocates are customers who are so passionate about your brand that they not only stick with you but also recommend you to their friends, family, and social media followers. According to a study by the Nielsen Global Trust in Advertising report , 85% of global respondents said they trusted earned media such as word-of-mouth recommendations from friends and family more than any other form of advertising. That's powerful! By creating an environment where customers feel comfortable advocating for your brand, you're tapping into one of the most effective forms of marketing there is. And it all starts with building brand integrity. How Do You Build Brand Integrity So, how do you go about building brand integrity? Here are a few tips: Be authentic. Customers can see through a facade, and they don't appreciate it. Be yourself and let your brand reflect that. Right products. Select the right products to maintain consistency in your brand message. Attempting to offer a different product than you believe is better may confuse clients, workers, vendors, and other parties. Products should always appear linked and consistent with your entire branding image. Consistency creates trust in a company's name. Create valuable content. This is one of the best ways to earn customers' trust. If you can provide them with the information they can use, they'll be more likely to come back for more. Make customer service a priority. When something goes wrong, make sure you address the issue promptly and courteously. The last thing you want is for a disgruntled customer to take to social media to air their grievances. Be transparent. Share what's going on behind the scenes with your customers, even if it's not always positive. They'll appreciate the honesty, and it will help them feel more connected to your brand. Stay true to your values. As your company grows and changes, make sure you don't lose sight of what made you successful in the first place. If you start making decisions that contradict your core values, customers will take notice and may begin to doubt your brand integrity. Launch realistic marketing strategies. Don't overpromise what your brand can deliver. Customers are savvy enough to see through inflated claims, and when they realize they've been duped, it's easy for them to lose faith in your brand. Be consistent. When customers know what to expect from your brand, they're more likely to trust you. If you keep changing your branding or messaging, it will be difficult for them to develop a strong connection with your company. Monitor your brand. Keep an eye on what people are saying about your brand online (and offline). If you see negative sentiment brewing, address it head-on. If you're not paying attention to how your customers use your brand, you won't be able to provide a consistent customer experience. Every product page for an SKU should look and feel the same, no matter which retailer's site it's on, and you should be actively representing your brand by responding to client queries. Price strategies. Your pricing tells the world how valuable your goods are. If a vendor breaches your minimum advertised pricing (MAP) policy, it temporarily lowers your prices, but it can permanently lower the customers' impression of the value of your price. To safeguard your price, you must develop a formal pricing strategy and enforce it with real penalties. Keep track of the steps you intend to take in case a vendor breaks your policy so you can be consistent. Building brand integrity is essential for any business looking to create long-lasting customer loyalty. By following these simple tips, you can ensure that your brand remains strong, relevant, and trustworthy in the eyes of consumers. Final Thoughts Building integrity through your brand requires following the correct blueprint. You can't build an entire house by following instructions on how to assemble a new sofa. In the same vein, building and maintaining brand integrity starts by using established guidelines for creating a brand that consumers can trust. Remember, building brand integrity is an ongoing process that requires dedication, consistency, and a focus on the customer. By following these tips, you'll be well on your way to establishing a brand with a sterling reputation. Need help with your brand strategies?

Design thinking is a process that can help your business in many ways. It helps you to understand your users and develop empathy for them, which can lead to more innovative solutions. The design thinking process is also non-linear and iterative, which means that you can keep refining your ideas until you find the best solution. In this post, we will discuss what design thinking is and how you can use it to improve your business! What Is Design Thinking? Design Thinking is a human-centered approach to problem-solving that begins with the user. It's most useful when tackling issues that are poorly defined or unknown. There are five stages in the method: Empathize, Define, Ideate, Prototype, and Test. The foundation of Design Thinking is empathy for the people we’re designing for. We observe them and develop an understanding of their needs and wants in order to identify what it is they truly need or want from our product or service. Design Thinking is about gaining a thorough understanding of the people for whom we're creating products or services, and it revolves around a passionate interest in learning more about them. It aids us in recognizing and developing empathy for the target user. 5 Phases of Design Thinking There are several different variations of the Design Thinking methodology in use today, each with its own set of phases, stages, or modes. Despite the many forms that it takes, however, all versions of Design Thinking have a lot in common. It consists of five steps: empathize, define, ideate, prototype, and test. During the Empathy phase, you work to understand your users and develop empathy for them. This can help you create better solutions that are more in line with what your users want or need. The Define phase involves defining the problem that you are trying to solve. You may have a general idea of what the problem is, but it’s important to get specific so that you can focus on developing a solution. In the Ideate phase, you come up with as many ideas as possible to try and solve the problem. You want to be creative and think outside the box to come up with innovative solutions. The Prototype phase is where you take the best ideas from the Ideate phase and start to create prototypes of those ideas. This allows you to get feedback from users early on so that you can make changes if needed. Lastly, in the Test phase, you test your prototypes with users to see how they respond. This helps you determine whether or not the solution is actually solving the problem. The five phases, stages, or modes are not always in a chronological sequence. They do not have to follow any sort of pattern, and they may often run alongside and repeat iteratively. As a result, you shouldn't think of the phases as a linear hierarchy or process. Instead, consider it an overview of the modes or phases that contribute to an innovative project rather than a step-by-step guide. Why is Design Thinking Important? Design thinking can help your business in a number of ways, including: Helping you to better understand your users and what they want or need Challenging assumptions and redefining problems Developing innovative solutions that can be prototyped and tested Improving team collaboration and creativity In short, design thinking can help you develop products and services that are user-focused and solve real problems. It's an important tool to have in your arsenal when it comes to innovation and problem-solving. And it's something that more businesses should be adopting. If you're looking for a way to improve your business, then design thinking is a good place to start. What Tools Do I Need For Design Thinking? Design thinking is a versatile process that doesn't require any specific tools. However, there are some tools and resources that can be helpful when undertaking design thinking: Design Thinking Toolkit This online resource offers templates, examples, and tutorials on how to use design thinking in your business. It's a good place to start if you're new to the concept. IDEO Method Cards These cards offer step-by-step instructions for using different aspects of design thinking. They're a handy tool to have on hand when you're working on a project. Design Thinking Online Courses If you're looking to gain a more in-depth understanding of design thinking, there are several online courses available. These can be helpful if you want to use design thinking in your business or want to teach it to others.

Identify Usability Issues : A UX audit helps uncover usability problems within a product, website, or application. It identifies obstacles that users may face when interacting with the company's digital assets, such as confusing navigation, broken links, or non-intuitive interfaces. Improve Customer Satisfaction: Improving the user experience can lead to higher customer satisfaction. A UX audit helps pinpoint areas where users might be dissatisfied, allowing the company to make necessary improvements and enhance the overall customer experience. Enhance Conversion Rates : A UX audit can reveal conversion bottlenecks or barriers that prevent users from taking desired actions (e.g., making a purchase, signing up, or submitting a form). Addressing these issues can lead to increased conversion rates and revenue. Boost Engagement: Effective UX design can keep users engaged and coming back to a website or product. A UX audit helps identify areas where engagement can be improved, whether through better content, clearer calls to action, or more interactive features. Increase Accessibility : Ensuring that a digital product is accessible to all users, including those with disabilities, is not only good for inclusivity but also often required by law. A UX audit can uncover accessibility issues and help the company make necessary adjustments. Competitive Advantage : A company that invests in user experience gains a competitive edge. A UX audit can reveal areas where competitors may be outperforming the company in terms of user experience and guide improvements to remain competitive. Reduce Support Costs : A poor user experience can lead to an increase in customer support inquiries and complaints. By addressing usability issues through a UX audit, a company can reduce the burden on its support team and the associated costs. Data-Driven Decision Making : A UX audit provides data and insights that inform decision-making. It helps the company understand how users are interacting with its digital assets, allowing for data-driven improvements. Compliance and Risk Mitigation : For some industries, compliance with regulatory standards and data privacy laws is crucial. A UX audit can ensure that the company's digital products meet legal requirements, reducing the risk of fines and legal issues. Iterative Improvement : A UX audit is not a one-time event but a part of an ongoing process of improvement. It helps companies continually refine and optimize their user experiences to meet evolving user needs and expectations. In summary, a UX audit is a valuable tool for identifying and addressing user experience issues, which can lead to improved customer satisfaction, increased conversions, and a competitive advantage. It allows companies to make data-driven decisions and create more user-friendly digital products. Does this sound like something your business could benefit from? Let's hop on a call to discuss your options.