Audit, Customer Experience
Heuristic Analysis
Heuristic analysis is an expert walk through your store, checking each step of the shopping journey against what we know works. It finds the friction that analytics only hint at.
What we look atWhat it covers.
- 01
Navigation and search
Whether shoppers can find products by browsing and by searching, and what happens when they search for something you do not stock.
- 02
Collection pages and filters
Whether filters match how people choose, whether sorting makes sense and whether the page works on a small screen.
- 03
Product pages
Whether price, stock, delivery, size help and returns are findable before the shopper has to ask.
- 04
Cart and checkout
The number of steps, the form fields, guest checkout, payment options and what happens when something goes wrong.
- 05
Trust and support
Whether policies, contact options and security signals are visible at the point of doubt.
Why it mattersWhat it is worth.
Most lost sales are not lost to price. They are lost to small frictions: a filter that does not work, a delivery cost that appears late, a form that rejects a valid number.
A heuristic review finds those frictions quickly and cheaply, before you spend money on traffic that arrives at a leaky store.
What you getWhat you take away.
- 01
A findings log
Each issue with a screenshot, where it sits in the journey, why it hurts and how severe it is.
- 02
Journey scorecard
How each stage of the journey measures up, so you can see where the biggest gaps are.
- 03
Fix recommendations
What to change and in what order, written so a developer or a designer can act on it.
How it worksThree steps.
- 01
We shop the store
On mobile and desktop, as a new customer and as a returning one, from first landing to paid order.
- 02
We score it against best practice
Every step is checked against established e-commerce usability principles and what we see work on South African stores.
- 03
We prioritise
Findings are ranked by likely effect on conversion and the effort to fix, and go into the roadmap.
Customer ExperiencePart of Audit
QuestionsQuick answers
How is this different from the free CRO audit?
The free CRO audit is a quick automated first look. A heuristic analysis is a manual, expert review of the full journey, with context from your business.
Does it need access to our analytics?
It works without it, but is sharper with it. Combined with Data Health and Funnel Analysis, it shows both what the friction is and what it costs.
Do you test on real devices?
We review on a range of phone and desktop sizes, and weigh findings towards the mid-range phones and connections your customers actually use.
Free toolsRun your own numbers
- Estimate & quotePick your services and dates. See a fixed price for each outcome and the timeline, and download a PDF quote.Open
- Platform feesShopify, WooCommerce, Takealot, Amazon and Makro fees, side by side, for your sales.Open
- Growth ROI calculatorWhat a monthly retainer has to earn to pay for itself, in profit.Open
- Ad calculatorWhat paid ads managed by Artive cost: ad spend, our fees and your break-even.Open
Stop choosing between beautiful branding and profitable growth.
You can have a brand people feel and a bank account that proves it.
The first step is an ACR Diagnostic. We find the leak. You decide if you want us to fix the pipe.