If you’ve stumbled across our business or want to find out a bit more about what we do, you’ve come to the right place! 

With over 13 years experience, our digital agency offers the full UX web design and research package that is completed all in-house. We work with a variety of clients from different industries and see ourselves as a valuable partner for businesses who want to increase their conversions and improve their customer experience. 

Read on to find out more about what we offer at our UX digital agency in Oswestry, Shropshire.

What is UX?

UX (user experience) refers to the overall experience a person has when interacting with a website. It encompasses a variety of factors, including design, layout, navigation and functionality of the website.

What we ask when we first start working with a client is: How can we make the experience of the visitors as meaningful and valuable as possible?’

Whether you’re building, designing and deploying a website from scratch or you’re moving onto a new platform, these are not in themselves the absolute solutions to your UX issues. It’s only part of the process. Real UX work should start now, by seeing how people are using your website.

What are the most important changes you can make to your checkout, navigation, search, product pages, and mobile UX? What are the biggest issues your customers have, and what is stopping them from buying? What are the biggest mistakes you are currently making?

We help you answer those questions by providing a full-site desktop and mobile UX audit. This contains a 60+ page audit report with 40 prioritised suggestions for improvements. 

We also provide a variety of UX services at our digital agency to help improve your websites and increase your conversions:

UX Designs

UX design is different from just web design in general. The goal of a UX design is to create a website that is easy to use, visually appealing and meets the needs of your target audience. A good UX design should make it as easy as possible for users to find the information they are looking for, complete desired outcomes and navigate the site in general. 

It also means optimising the website to be used on different devices. As of 2022, 59.02% of website traffic comes from mobile devices. That’s why it is so important to ensure your mobile site is just as nurtured as the desktop (which we do 😏)

To create a design that appeals to users of different abilities and backgrounds, our designers follow a series of best practices as well as consistency in our designs. This includes things like ensuring there isn’t too much of a colour contrast so that the words are readable and that there aren’t too many animations on a page for those with ADHD.

Sometimes it isn’t even a whole page design that is needed, it’s often the little changes that make the biggest difference. For example, changing a button, swapping out imagery or optimising a form.

UX Research

To inform our designers, our UX research team uses a variety of methods to understand user needs. Firstly, by collaborating with our clients from the get go we can get an idea of the target audience they are looking to address and the desired outcome of the site. There is usually a main CTA that the client wants to focus on, but there are often other CTAs that are also important (such as signing up to newsletters or downloading a brochure). 

Research helps to substantiate your assumptions (or even make you rethink them altogether). Here’s a look in to just some of our user research methods we use:

• Usability testing – This involves observing users as they interact with a website to identify any usability issues. By using screen recordings, it helps us identify any flaws in the user journey of current designs and any variations we make. How far down the page do they get? Heatmaps also help us see where users click and whether they’re clicking in places intended, or getting confused.
• User interviews – Gathering information by talking to real life users about their needs, pain points and behaviours. What do they think needs improving on the website? Was the messaging clear? What do they like about it? This is a great way of finding out different user perspectives. 
• Surveys – This helps gather quantitative data from a large number of users in order to make informed decisions with our designs.
• Split testing – This is where we compare multiple versions of a design to see which one performs better. 
• Benchmarking – We compare your site to the best in your industry. How does your website look compared to your competitors? 

Analytics

What a lot of other digital agencies don’t do is follow up on their research methods. We monitor all our implementations and analyse their progress throughout, to ensure our ideas are working for you and enhancing your site the most.

It’s all well and good having a new website designed, but analysing the changes will identify where they have made improvements (or the opposite!) Some agencies don’t like to admit it, but having a design variation or a headline that decreases conversions is just as useful as one that increases them. That way we can identify what definitely didn’t work and move in a different direction. 

We use Google Analytics to continuously track performance, conversions and bounce rates. Paired with our user research, we can look at the humans behind the data to discover what made them convert or alternatively what made them bounce.

Don’t worry, we won’t bore you to death with useless statistics 😴 All of our analysis is used for practical outcomes and we use Google Data Studio to show our clients the data they need in a clear and digestible way.

Support and Development

By collaborating with the rest of our team, our Developers ensure that the website meets the clients needs and that our ideas are technically feasible.

Our Developers provide a range of web support for our clients, including:

• Optimising website performance – This is vital to improving user experience. Our developers work to make sure your website loads quickly and runs smoothly by minifying code, compressing images to next-gen formats and reducing the number of requests made by a server. 
• Ensuring your website is accessible 24/7 through consistent monitoring. At Pop Creative, we have a 24/7 ticketing system to ensure we are available to support you in any issues as and when. 
• Creating interactive features such as forms and drop-down menus. 
• Applying the latest patches to WordPress and any plugins to keep your site running securely and protect it from hacking and other types of cyber-attacks. We also use 2fa to further increase your website and data’s security.
• Fixing any bugs or errors that they find on your website to ensure the user journey is smooth from start to finish.
• Maintaining and updating your website – Keeping it up to date, fixing any issues that arise and adding new features to keep up with contemporary updates. 

UX Copywriting

UX Copywriting plays a vital role in creating a seamless user experience. By making sure that the language used on your website is clear and user-friendly, UX copywriting can help increase user engagement, reduce bounce rates and increase conversions. 

Our UX Copywriter ensures the language used on your website is consistent, easy to understand and aligns with your brand’s tone of voice. They will create compelling headlines, clear calls to action and create error messages that are informative and helpful. It’s also important to guide your users towards desired actions, such as making a purchase or signing up to a newsletter, in order to aid the user journey.

Having a clear value proposition is also important and our UX Copywriter ensures this is apparent throughout your website. A good value proposition should be able to clearly communicate the unique value that your product or service offers, the benefits that the customer can expect from using it and how it meets their needs better than your competitors. 

The copy we write is then tested by our research team to analyse the impact of our messaging 💪

Search Engine Optimisation (SEO)

In simple terms, SEO is trying to improve how well users can find your website. Contrary to popular belief, this isn’t actually rocket science or a dark art, there is a process to how SEO is done. For example, did you know that Google includes UX in its algorithm? The downside however is that results aren’t guaranteed, which is why you need to be constantly working at, testing and making improvements to your SEO (which is what we do!)

Here are some disciplines we follow to create an effective SEO strategy:

• We see if your website’s copy matches the keywords users are searching for, how your site is performing and if the site has errors, like broken links.
• Using a keyword research tool we explore opportunities for potential keywords that you could rank for.
• We look at where you currently rank for your chosen keywords, and where we could have the biggest impact.
• We can create compelling landing pages to target your key areas and address your common target customers and the problems they face.
• Improve your Core Web Vitals to enhance your SEO.
• Write effective blog posts and supply other websites with our content to drive traffic to your site and continue to drive traffic potentially even years after they have been posted.
• We ensure your title and meta tags are optimised for Google searching.

Customer Journey Analysis

A customer journey is the series of interactions and experiences that a customer has with a company or brand, from the initial awareness of a product or service to evaluating the post-purchase. Even if you get a sale – great – but wouldn’t it be even better to get repeat sales?

An example of a method we use to analyse a customer journey is becoming a Mystery Shopper. This is a great way to identify any potential flaws and improvements in the customer journey. Is it clear what the next steps will be? Does the team follow up on promises? Is there enough communication with customers to follow up on any potential leads? Is the information provided clear and concise? These are all questions that we can answer to help you further understand your customers’ needs and pain points at each stage. 

Analysing the customer journey helps you to optimise your marketing efforts, improve customer experiences and increase the chance of customer loyalty and retention. Win win win!

Digital Marketing

We can help you reach and engage with your customers and a wider audience through social media, blog posts, PPC and email campaigns in order to drive sales and increase your brand awareness.

Creating compelling marketing campaigns can help promote specific events, sales and products as well as establishing yourselves as a business. Having consistent social media is a great way to create human connections, get your name out there and reach an audience you otherwise might have missed.

Project Management

Our project management team will be your first point of contact. You will have a dedicated account manager who will be in charge of your account who will be available throughout the week. Their job is to relay the information and actions we do to you and ensure you are kept up to date on our progress, results and the next steps. We always work in collaboration with our clients, so as well as looking at and going by data, we listen to our clients wants and base our work on their preferences.

Our account managers are also in charge of managing the workload of the team so that we can meet deadlines and ensure any emergency tickets are addressed promptly on the same day 🤩

Because of our growing team, we are able to give each of our clients the finest service and attention we can offer. We’ll create a plan that’s bespoke to your company by enhancing your unique values to the world. It’s not about projecting false promises or inventing whacky data; we take all the things that make your company great and ensure they’re at the forefront of your website. 

We know what we’re talking about. Get in touch with us today by emailing [email protected]