UX is the full experience around a product: what people expect, understand, do, recover from, and remember.
| Layer | Question |
|---|---|
| Product logic | Does the product ask for the right action at the right time? |
| Information architecture | Can people find the thing they came for? |
| Content | Do labels, errors, and explanations match how users think? |
| State design | Do loading, empty, error, success, and permission states explain what is happening? |
| Service flow | What happens before and after the screen: sales, onboarding, support, billing, cancellation? |
| Area | Usability asks | UX also asks |
|---|---|---|
| Task | Can the user complete it? | Should this task exist in this form? |
| Time | How long does it take? | Does the time feel justified by the risk or value? |
| Error | Can the user recover? | Does the product prevent avoidable mistakes? |
| Trust | Is the interface clear? | Does the whole product feel reliable enough to use again? |
| Support | Can help be found? | Why did the user need help in the first place? |
| UX area | What to check |
|---|---|
| Research | User jobs, anxieties, language, constraints, and decision moments. |
| Product strategy | What the product should make easier and what it should avoid. |
| Interface design | Hierarchy, states, controls, feedback, accessibility, and interaction quality. |
| Content design | Labels, microcopy, onboarding, errors, help, and empty states. |
| Trust and risk | Permissions, data handling, payment moments, confirmation, and recovery. |
| Measurement | Task success, activation, retention, support demand, error recovery, and qualitative feedback. |
| Step | What to inspect |
|---|---|
| Before use | Promise, pricing, expectations, social proof, onboarding path. |
| First use | Setup, permissions, data entry, first success, default states. |
| Core task | Flow order, decision load, feedback, errors, progress, state changes. |
| Edge cases | Empty states, failed payment, wrong role, missing data, timeout, cancellation. |
| After use | Confirmation, next step, receipt, support, account history, re-entry. |
| Missed area | What happens |
|---|---|
| Onboarding is treated as a tour. | Users learn features before they understand value. |
| Errors are written late. | The product blames the user instead of helping them recover. |
| Support is separated from product. | Repeated support questions never become product fixes. |
| Accessibility is checked at the end. | Basic interaction problems become expensive to fix. |
| Metrics are too broad. | The team sees conversion or retention but not the task-level cause. |
At heartbeat, we help AI-native and high-growth teams turn complex products into sharper brands, clearer websites, and product experiences people understand.
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We created the identity, brand guidelines, launch video direction, and website experience for a sharper market launch.