BCA Transport had a low design maturity and asked us to improve an app used by drivers of their heavy goods vehicles.

The stakeholders were very hands-on with no experience of working with designers, so I triaged the product in an open and accessible way to bring them along ‘on the journey’.

I performed a heuristic analysis, evaluating the app against 10 industry standard usability metrics with easy to understand examples of ‘what good looks like’ in each case.

The analysis highlighted key successes and failures, with general guidance, specific recommendations and a score in each area.

This was popular with stakeholders, earned their trust and led to the creation of a UX strategy.