UX/UI Design & Customer Journey Optimization.

Good design follows users. Not internal logic.

1. 01

   The challenge

   Digital products built internally often mirror the company's own logic. Not that of its users. It shows in high bounce rates, rising support effort and features almost no one uses.

   The business cost is concrete: every percentage point of higher bounce rate on a critical page means fewer leads, fewer conversions, less revenue, every month the problem stays unsolved. What's missing isn't more design, but consistent alignment with actual user behaviour.
2. 02

   Our approach

   We start with the customer journey, not the first screen. User flows are analysed, friction points identified and requirements defined, before any wireframe exists. Wireframes become clickable prototypes, prototypes a consistent UI design and design system in Figma. Our senior designers also support the technical implementation: no design that fails in development or has to be simplified after the fact. Anyone looking to build the finished designs as an enterprise platform or application finds the direct next step in our web development.
3. 03

   Deliverables

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   Customer journey maps with friction analysis and optimisation areas

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   Wireframes and structured information architecture

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   UI design in Figma (responsive, component-based)

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   Interactive prototypes for user testing and stakeholder sign-off

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   Design system with components, tokens and developer documentation

In practice

1. 01

   Industry

   E-commerce / Mid-market
2. 02

   Challenge

   68% checkout bounce rate. No understanding of usage behaviour, design decisions made on internal gut feeling, no system for structured testing.
3. 03

   Approach

   Journey analysis with heatmaps and session data, user testing with 12 participants, identification of 5 critical friction points, redesign of the critical flows in Figma, A/B test after implementation.
4. 04

   Result

   Checkout bounce rate reduced from 68% to 51%, support requests about the ordering process down by a third.

„

MOKOM rethought our brand for the digital space. The new website pairs an emotional brand presence with clear, intuitive navigation. We were particularly impressed by the technical execution, the site's multilingual setup and the development of a clearly structured dealer map that makes finding a dealer much easier for our customers. The result is a modern platform that presents our products, our values and our quality at their best.

Frequently asked questions

• What does a UX/UI design project cost?

  Scope varies considerably, from a single journey analysis to a full design system. We work on a fixed-price basis with clearly defined phases. Guidance in the initial call once the scope is clarified.

• How does it start?

  We begin with an analysis of the current state: existing data, user behaviour, friction points. Only then do we define together where design work has the greatest leverage. No redesign for aesthetic reasons.

• What happens after the design?

  The design is implemented by the same house that created it. No knowledge lost at handover. Senior designers actively support the technical implementation.