Brief and Objectives
How does a pet owner in an emergency find an on-call clinic and make contact? The audit evaluates the ergonomics, navigation and structure of 7 key screens of the website, on mobile and desktop, with the clinic-search journey as the guiding thread.
Prepare the website redesign while preserving the SEO of 600+ existing pages, integrate generative-AI-driven changes (GEO) and internationalisation, make the site manageable autonomously by the communications team, and promote the pre-arrival form to reduce phone call volume and its cost.
UX Research intern, working in pair with a UX/UI designer. Audit conducted by the two of us end to end : evaluation grid, screen analysis, recommendations, then a co-presented restitution to the client. Delivered as part of a La grande Ourse Agency UX/UI engagement.
7 key screens + navigation and site architecture, on mobile and desktop, mobile first (emergency context). Bastien & Scapin heuristics, WCAG / RGAA accessibility checklists, 4-level criticality scale. A fifty-slide restitution, June 2026.
Postcode search, 7-days-a-week promise under-emphasised, customer reviews with no verification link.
Address and opening hours below the fold, three competing actions with no hierarchy.
Multi-line breadcrumb, duplicated information blocks, table of contents useless on mobile.
Two clinics shown across three repetitive blocks, 20px-high buttons, search placed at the bottom.
The business-critical form : required fields not flagged, no formats shown, no draft saving.
Two long forms (contact + recruitment) on the same page, with no separation or anchor.
B2B audience : dense single-step form, unexplained industry jargon (SDA, PCS).
Invisible keyboard focus (WCAG 2.4.7), pages reachable only from the footer, all bearings lost on scroll.
The user in an emergency searches for the nearest on-call clinic : postcode search is offered at the top of the page, matching the priority need
Compare and choose a clinic : address, opening hours and phone must be visible without scrolling, yet they sat below the fold
The main friction point : up to three competing CTAs with no hierarchy, phone numbers without context, GPS buttons unsuited to desktop
The strategic form to reduce call volume : required fields not flagged, no input formats shown, errors reported too late
End of the journey : the pet is taken into care. Recommended a single directions button opening a native bottomsheet on mobile
Audit Process
Brief onboarding and alignment on the client's stakes : preserving the SEO of 600+ existing pages, integrating generative-AI-driven changes (GEO) and internationalisation, making the site manageable autonomously, and prioritising the mobile experience, consistent with users in emergency situations. Scope definition : 7 key screens plus navigation and site architecture, on mobile and desktop.
Systematic evaluation of each screen using an audit grid built on Bastien & Scapin's 8 heuristics (guidance, workload, explicit control, adaptability, error management, consistency, significance of codes, compatibility), complemented by accessibility (WCAG / RGAA), mobile and graphic checklists. Every finding is documented with screenshots and a 4-level criticality : positive, informative, major, critical.
Detailed analysis of the priority journey : finding an on-call clinic and making contact, walking in the footsteps of a pet owner in an emergency. Pair work with the UX/UI designer : cross-reviewing findings, confronting research and design perspectives, checking contrast ratios and touch target sizes. Over 50 documented findings, including the positive points to preserve.
Actionable recommendations per screen, then global recommendations : a wording reference, standardised components, a maximum of three CTAs per page, critical information systematically moved above the fold, red reserved for emergency signals. A dedicated GEO track : schema.org structured data, FAQ sections, E-E-A-T editorial authority and a translation strategy for high-stakes tourist pages.
Built the restitution deck (around fifty slides) and co-presented it with the UX/UI designer to the client : methodology, criticality legend, screen-by-screen analysis, global recommendations and the proposed target site architecture in FigJam. Each of us presented the screens she had audited, with a shared pass on prioritising the work ahead.
Audit Outcomes
The full case study, including client identity, the detailed audit grid, annotated screenshots, the restitution deck, and the target site architecture, is covered by a non-disclosure agreement and cannot be shared publicly.