User Insights that Improve Journeys and Drive Growth.
For growing SMEs, hidden UX problems quickly become commercial ones.
I’ll help you understand where real users are struggling, hesitating, or dropping off, and show you how to improve your journeys to drive revenue, signups, enquiries, and adoption.
Fast, practical insight that turns “we think” into “we know”.
Why Growing SMEs Come to Me
I’ve grown and sold a multi-million-pound SME, so I know that growth brings new challenges. You’re improving existing products (and launching new ones):
- Messaging isn’t landing as clearly as you’d hope.
- Users aren’t moving through journeys as expected.
- Drop-off is happening in ways you don’t understand.
- Onboarding isn’t activating users effectively enough.
- Your team has reasonable theories, but needs evidence.
- You’ve made lots of changes, but friction remains.
You don’t need a huge UX programme. You need fast, behavioural insight. This is what I specialise in.
Phil Randall (Owner at Userfy)
Certified in Digital Psychology and Persuasion
A Baymard Certified SaaS & eCommerce UX Pro
Trained in Design Thinking by IDEO
Fast, Actionable User Testing
that you can trust to:
Improve conversion across key journeys.
Strengthen clarity, trust, and messaging.
Fix hidden friction in onboarding & sign-up.
Understand why users drop off or hesitate.
Enhance product experiences to reduce support.
Evaluate new features before they launch.
Prioritise UX improvements that have a real impact.
Align marketing, product, and design teams around evidence.
Try My Free UX Review Call
No sales pitch · No obligation · Just clarity
A focused conversation and short period of consultancy to uncover your biggest UX and conversion opportunities. In this session, we will:
- Identify the biggest friction points in your key journeys
- Pinpoint where users are likely confused or hesitant
- Review how your messaging, structure, and trust signals land
- Prioritise where UX testing will have the highest impact
- Share practical recommendations you can act on immediately
Arrange your Free UX Review Call
Not only did Userfy inform the redesign of core customer journeys, but it was also a catalyst for us to re-evaluate our customer experience design principles.
Chief Customer Officer - Blenheim Chalcot
Typical Userfy Services
Friction Finder from £1,500
Clarity on where real users are struggling and why conversion isn’t higher. A targeted round of user testing focused on uncovering the blockers that reduce sign-ups, sales, engagement, or enquiries.
Includes:
- 4 moderated sessions (30–45 minutes).
- Review of your key journeys (e.g., homepage → value → conversion).
- Clear prioritised friction map and improvement recommendations.
- Follow-up discussion.
Immediate clarity on what’s holding customers back, and how to fix it.
Participant costs: £60 recruitment + £40-£60 incentive per participant (Or bring your own users for free).
Conversion Sprint from £3,250
A deeper, structured UX sprint to strengthen your core journeys and improve performance. Perfect for SMEs that rely on online acquisition, onboarding, or checkout flows and want measurable improvement.
Includes:
- 6 moderated sessions (45–60 minutes).
- In-depth exploration of core journeys.
- Evaluation of messaging, clarity, trust, and expectation-setting.
- Fast findings and recommendations: Fix Now / Fix Next / Fix Later.
- Follow-up consultancy.
A clearly prioritised roadmap to improve conversion and user experience.
Participant costs: £60 recruitment + £60 incentive per participant (Or bring your own users for free).
Let's Talk a Conversion Sprint
Continuous Optimisation Partner
Ongoing insight and regular improvement for SMEs who want momentum.
A simple monthly or quarterly rhythm where we:
- Test key journeys
- Present clear improvements
- Re-test changes
- Support upcoming features and releases
- Maintain a rolling insight backlog
- Help you prioritise the highest-impact fixes
This keeps your product improving consistently, without hiring a researcher or paying agency rates.
Priced flexibly based on your cadence and requirements.
Why Work With Me
25 years’ experience in product strategy, UX, and user behaviour.
Deep experience with SMEs across apps, SaaS, ecommerce, and services.
Clear, actionable insight — not heavy reports.
Fast, flexible, low-drama way of working.
Strong commercial instinct: I focus on what moves the needle.
Independent, unbiased user feedback.
The range of improvements we made as a result of working with Userfy heavily contributed to the new website's success.
Head of Digital at the YHA
Want Clear, Focused Insight on Your Product?
Learn what’s holding your users back and where the big opportunities lie to improve clarity, trust, and conversion.