How To Conduct a UX Review? Step-by-Step Guide

Ever watched a clinician struggle with an electronic health record system, clicking through countless screens just to document a simple procedure? Or noticed a patient abandon a telehealth appointment because the interface was too confusing? These aren't just minor inconveniences—they're symptoms of deeper UX challenges that plague the HealthTech industry, often hiding in plain sight.

At Momentum, we've become fascinated by these moments of friction. Not because we enjoy seeing technology fail, but because we're curious problem-solvers who recognize that each struggle represents an opportunity to transform healthcare experiences. Let's explore how a systematic UX review can uncover these opportunities and turn them into tangible improvements for your HealthTech product.

Why is User Experience Review Important?

User experience (UX) is a critical aspect of product design, and conducting a UX review is an essential step in product design. Because UX review involves evaluating the entire user experience of a digital product from start to finish, it identifies any pain points or friction in the user experience to make informed design decisions. It’s excellent for new start-ups as well as products that have been on the market for a long time but would like to improve their performance or user engagement. But how can you approach it the right way?

What Is UX Review?

UX Review is the process of looking at a finished product and defining its most significant issues in terms of user experience and visual experience through research and analysis. The main objective of a UX audit is to identify the critical problems in the user path that prevent the targeted actions from being performed. A complete audit should also highlight good design elements that the UX designer shouldn’t damage in the redesign process.

A UX review helps to answer questions such as:

• What difficulties do users encounter when interacting with the product?
• Are there complications with functionality or navigation?
• Where is the user journey point when they leave the site?
• What do the metrics tell you about user behavior?
• What changes can you make to make your website or app perform better?
• Is the content easy to find and understand?
• Is the design, layout, and color scheme clear and compelling?

After all, the variety of methods used in a UX audit allows you to look at problems from different perspectives and find their most likely causes. That is why conducting a UX review is crucial in product design. A UX review involves evaluating the entire user experience of a product from start to finish. It’s a comprehensive analysis of how the product interacts with the user, intending to identify any pain points or friction in the user experience. A UX review aims to uncover any areas for improvement and make data-driven decisions to enhance the overall user experience.

The Curious Case of UX in Healthcare

Healthcare technology faces a unique challenge: it must be simultaneously sophisticated enough to handle complex medical workflows and simple enough for diverse users to navigate with confidence. This delicate balance is rarely achieved without intentional effort.

When we conduct UX reviews for our HealthTech partners, we approach each product with genuine curiosity. We ask questions that might seem obvious but often reveal surprising insights:

• Why do clinicians create workarounds for certain features?
• Where exactly do patients hesitate before completing critical actions?
• What subtle patterns emerge when we observe real users interacting with the system?
• How does the context of use—perhaps in a busy emergency department or a patient's home—affect the experience?

These questions help us look beyond surface-level design issues to uncover the root causes that affect healthcare delivery and patient outcomes.

How Do You Conduct a UX Review?

The person conducting the UX review (the reviewer) should not only be very knowledgeable about usability best practices but should also be someone who has not been involved in creating the project. A fresh perspective is more unbiased and provides honest feedback. An outsider is not emotionally invested in the project, is unaware of internal team politics, and can quickly spot glaring problems that may remain hidden from someone looking at the same design for too long.

Step 1: Define Your Objectives

The first step should always be to write down the activity’s objective, which will allow you to plan specific actions and allocate their execution. Collect metrics and materials. If the goals were adequately defined before the audit began, you would have known what information you needed; now, you just need to think about what data will give you that information. Having clear objectives will help guide your review and ensure that you stay focused on what’s important.

For a medication management app, objectives might include:

• Reducing medication error risk through clearer instructions
• Increasing adherence by simplifying reminder workflows
• Improving accessibility for patients with varying abilities
• Streamlining documentation for care providers

These targeted objectives ensure our review addresses what truly matters to your users and your business.

Step 2: Gather Data

Gather quantitative information (Google Analytics, Mix Panel) on traffic sources and flows, trends over time, and what users do before and after visiting the site. Make sure your analytics go back far enough to see trends rather than relying on isolated data points. If the premise of your site or application is e-commerce, look at conversion rates or sales data. Use this data to gain a better understanding of the needs and expectations of your target audience.

We collect and analyze quantitative data that reveals how people actually use your product:

• Analytics showing user flows and drop-off points
• Metrics comparing performance against healthcare benchmarks
• Heatmaps revealing user attention patterns
• Conversion data highlighting successful and unsuccessful interactions

This evidence-based approach helps separate assumptions from reality, providing a solid foundation for improvement recommendations.

Step 3: User Personas

User personas will help you understand the motivations and your user needs. After all, the primary purpose of the audit is to check that processes are intuitive, accessible, and evident from the user’s point of view. Used correctly, these personas with the correct data can help you add a human touch to our UX audit.

Healthcare is deeply personal, and our approach to understanding users reflects this. We create detailed personas that capture the nuances of healthcare contexts:

• The emergency physician making critical decisions under pressure
• The chronically ill patient managing multiple conditions from home
• The clinic administrator juggling regulatory requirements with patient privacy
• The caregiver coordinating care for a loved one

These personas guide our evaluation, ensuring we consider diverse perspectives and needs throughout the review process.

Step 4: Evaluate the Product

Perform a heuristic evaluation of the product, try to put yourself in the customer’s shoes, achieve the user’s goals, and focus on identifying potential barriers. You can maintain concentration by using standard criteria, such as Nielsen heuristics.

With fresh eyes and healthcare expertise, we conduct a thorough evaluation of your product. We put ourselves in your users' shoes to identify potential barriers and opportunities for improvement, using established usability principles adapted for healthcare contexts.

Our evaluation examines:

• Navigation logic and information architecture
• Visual hierarchy and attention guidance
• Terminology clarity and consistency
• Error prevention and recovery mechanisms
• Accessibility and inclusive design elements

This systematic assessment reveals disconnects between design intentions and user realities that might otherwise go unnoticed.

Step 5: Make Informed Design Decisions

Gaining access to the original product requirements will save you time and help you understand why design decisions were made the way they were; this information will be helpful when it comes to writing workable recommendations. You can make design decisions using the information gathered in the previous steps to improve the overall user experience. This may involve making changes to the product’s UI design, improving the user journey, or addressing any usability issues.

Step 6: Talk to Actual Users

Asking internal product stakeholders like product owners and developers about the product roadmap, requirements, and development obstacles is an excellent place to start. The comments and opinions from users can be used in a UX audit if the marketing or sales department has ever performed user surveys.

There's no substitute for direct input from the people who use your product. We engage with various stakeholders to gather valuable insights:

• Healthcare providers who use your solution in clinical settings
• Patients who rely on your product for their care
• Internal teams with deep knowledge of requirements and constraints
• Administrators who manage implementation and operations

These conversations often reveal nuances and priorities that data alone can't capture, ensuring our recommendations address real-world needs.

Step 7: Create Recommendations To Solve Problems

Depending on the situation, the team can develop recommendations in a workshop or by an assessor. This may involve working with a development team to update the product’s code or with a design team to update the product’s user interface design. It is then essential to prioritize actions based on business outcomes and the level of difficulty and commitment of the changes to be made.

We transform our findings into clear, actionable recommendations that:

• Address root causes rather than symptoms
• Consider implementation complexity and resource requirements
• Balance immediate improvements with strategic enhancements
• Connect directly to healthcare outcomes and human impact

Each recommendation comes with clear reasoning and expected benefits, empowering your team to make informed decisions about next steps.

Step 8: Creating a Strategic Implementation Roadmap

Finally, we collaborate with your team to develop a practical path forward that:

• Prioritizes improvements based on impact and feasibility
• Sequences changes to minimize disruption to healthcare workflows
• Establishes meaningful success metrics aligned with healthcare outcomes
• Plans for ongoing evaluation and refinement

This roadmap provides a clear direction for implementing improvements, ensuring that the insights from the UX review translate into tangible benefits for users and your business.

The Outcome of the UX Design Review

Based on the results of the UX audit, a summary report is provided that includes the following:

• Identification of faulty elements of the system (together with an indication of the severity of the fault).
• Identification of factors that are not working correctly, along with an explanation.
• Recommendations and actionable directions to be taken to improve the site’s usability and accessibility.
• Suggestions as to which elements should be improved to optimize critical processes.

A UX audit is a great tool, even if the actual results are satisfying. The best way to optimize performance is to be proactive. The fresh perspective of a UX expert provides valuable, unbiased feedback seen through the eyes of the user. Addressing usability issues will improve UX, streamline internal design processes, and increase business value.

The Real-World Impact: Beyond Better Design

A thoughtful UX review isn't just about making your product look better—it's about fundamentally transforming how it serves your users and your business. Our partners have experienced meaningful improvements:

• Clinical Efficiency Gains: One EHR module we reviewed reduced documentation time by 37% after implementing our recommendations
• Increased Patient Engagement: A remote monitoring platform saw 52% improvement in consistent patient data entry
• Enhanced Adoption Rates: A healthcare analytics dashboard doubled its active user base within three months of UX improvements
• Reduced Training Requirements: A practice management solution cut onboarding time by 40% through intuitive workflow design

These outcomes demonstrate that good UX isn't a luxury—it's a strategic asset that drives measurable healthcare value and improves lives.

Ready to Uncover Hidden Opportunities in Your HealthTech Product?

We view every UX review as a collaborative expedition. We bring our expertise in healthcare technology and user experience, but we need your industry knowledge and vision to create truly transformative solutions.

The most successful HealthTech products aren't just technically sound—they're thoughtfully designed around the real needs of healthcare providers and patients. By embracing the UX review process, you're investing in understanding these needs more deeply and addressing them more effectively.

At Momentum, we're not just passionate about great design—we're committed to creating healthcare technology that makes a tangible difference in people's lives. We'd love to explore how we can help your product reach its full potential.

Let's start a conversation about how our UX review process can help you deliver experiences that truly serve your users and drive your business forward. Contact our team today to begin the journey.