User experience
User experience that removes friction and moves people forward.
We design how things work before we design how they look. Mapping journeys, simplifying decisions, and making sure every interaction feels clear, intuitive, and worth the user’s time.
Our Focus
When it works well, users don’t notice.
Good UX isn’t about adding more, it’s about removing what gets in the way. We focus on clarity, flow, and structure so users can move through your product without hesitation.
01
Clear user journeys
We map how people actually think and behave, creating logical paths that guide them from entry to action.
02
Reduced friction
We identify blockers, confusion points, and unnecessary steps, then remove or simplify them.
03
Better outcomes
People who understand what to do next are far more likely to do it.
Structured thinking,
not guesswork.
We break down complexity into clear, usable experiences, giving you confidence that what gets built will actually work in the real world.
User Journey Mapping
Understanding how users move through your product, from first touchpoint to final action.
Information Architecture
Structuring content and navigation so everything is easy to find and make sense of.
Wireframing & Prototyping
Low-fidelity layouts and interactive prototypes to test ideas before design and build.
UX Audits & Reviews
Assessing existing products to identify usability issues, gaps, and opportunities.
Conversion Optimisation Thinking
Designing flows that encourage action, without forcing or confusing the user.
Usability-Focused Collaboration
Working closely with design & development to ensure UX thinking carries through to the final product.
The people we work with in their own words.
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Untold Heroes are some of the most enjoyable people to work with. Every piece of work they do is ahead of time and of the highest quality. And they are extremely dedicated to any task you put in front of them. We originally asked them to design the UI/UX of our new fashion marketplace and once we saw the amazing results, we knew we wanted them for every future design project!
Jacob Simons , Co-Founder, Esooko
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Untold Heroes are incredible professionals. They are highly creative, structured (always delivering on time) and obsessively hard working.
Alberto Gandolfi , Managing Director, Goldman Sachs
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Working with Untold Heroes has been a valued partnership for over six years. Their team consistently delivers exceptional results and provides a level of service that is truly world-class. Throughout our long-standing relationship, they have proven to be reliable, professional, and bring a collaborative approach to everything they do.
James Vodden , Marketing Lead, BBD
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Highly recommended. I have worked with the Untold Heroes team for many years. They have consistently produced high-quality websites on time and on-budget. But not just that – they also give great advice on how to get the best result. I hope to continue working with them for years to come!
Philip Hall , Managing Partner, Thorndon Partners
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First class team operating at a very high level. I have always been impressed by the delivery of Warren and team, including their attention to detail and willingness to always go the extra mile for their clients. I would not hesitate to recommend them.
Alan Morgan , Managing Partner, Kendal Advisory
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Untold Heroes are our go to for everything digital and we have always trusted them to help put our best foot forward. Highly recommended.
Polly Blenkin , Partner, Milberg London
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I have worked with Untold Heroes for a number of years now and can honestly say that they are brilliant. As the co-owner of a small marketing and design agency, we need partners that we can trust and rely on, and who can be flexible and on hand when we need them, and Untold Heroes – especially Warren – are second to none. They are so knowledgeable, helpful, friendly, professional – everything you need. Can't recommend highly enough!
Joanna Blackman , Co-Founder, Black & Gray
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We've been using Untold Heroes for web hosting and website management at Mallett for a while now, and they've been excellent throughout. Warren and the team are responsive, reliable, and really easy to deal with — exactly what you want from a technical partner when your focus is on running your business, not worrying about your website. The service just works.
Simon Dickson , Design Director, Mallett
Maybe not. If you’ve got a clear spec and a small, well-understood product, jumping to design can be the right call. UX earns its place when there’s genuine complexity, competing user needs, or a track record of people getting stuck.
Yes, as an add-on.
How much depends on the stakes. A brochure site rarely justifies a full research programme. A booking system or an application flow almost always does.
That’s usually the best place to start. A UX audit tells you where people are dropping off and why, and it often turns up fixes worth doing before anyone talks about a redesign.
User journeys, wireframes and clickable prototypes, walked through with you rather than emailed over. Prototypes matter the most; reading about a flow and clicking through one produce very different reactions.
It helps enormously. Analytics tell us where people struggle; talking to your team tells us why.
Then we want that conversation early, while it’s cheap. Developers usually push back for good reasons, and a flow that’s elegant on paper but expensive to build is our problem to solve, not theirs to absorb.
Two to four weeks on a typical project. On smaller work the two overlap, and we’d rather run them together than manufacture a queue.
Sometimes not, and we’ll tell you. A three-page site with one clear action doesn’t need journey mapping. If someone’s trying to sell you a research phase for that, ask what it’s going to change.
